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User TypeEnd User CustomersSuppliersService Provider 
PlatformCustomer Facing PortalSupplier SystemLive SystemTest System
Service Provider ( Client ) Support

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Claritum Support

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Support Services included:Support Services Excluded:
  • 24 x 7 x 365 access to the online Claritum Support Portal
  • Access to a dedicated support email address
  • Telephone user support during specified timestimes  (8 am - 6 pm UK time, excluding UK Bank Holidays)
  • Ability to log and track support tickets
  • Receive release notes and status updates
  • Submit & track ideas for the product and service roadmap
  • Level 1 Support - provided by client Support Contacts
  • The implementation phase of deploying the Claritum system
  • The Sandbox test instance of the Claritum platform
  • Third party software integrated with the Claritum platform
  • Customer network infrastructure or internet connection
  • Professional consulting or Client Operations
  • Training and education
  • New customizations or software extensions
  • Translations

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Note

Claritum reserves the right to make additional charges if, in Claritum’s sole opinion, the client places excessive volume of support requests with the Claritum Support Team, or that the client’s support requests are not properly defined, not relevant to Claritum’s software or are unreasonable.

The unreasonable requests may include but are not limited to:

  • time consuming Standard Change Requests
  • non-standard Change Requests ( changes to the system requiring releases) 

Claritum will notify you if we feel we are approaching unreasonable levels of support.

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Service Targets Definition

Claritum’s support is segmented by the type of support request and resolution required. As described below.

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SeverityContact InformationDetailsAvailability
CriticalTelephone SupportNumber to be supplied(+44) 0330 088 26398am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours.
High, Medium, LowSupport Portal (Only available to Support Contacts)

Link to Support Portal is available via Claritum platform in the Support section.

(username and password required)

8am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours.
Email

support@claritum.com

8am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours.
Telephone Support (Only to be used by Support Contacts)(+44) 0330 088 2639

8am – 6pm GMT, UK Monday to Friday ( Bank Holidays excluded ). Voicemail for out of office hours..

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  • A Resolution is provided to the Support Contact
  • The Support Contact reports that they no longer have the problem
  • The Support Contact cannot provide the information requested by Claritum Support Team 
  • An acceptable workaround is reached 
  • The Support Executive has attempted unsuccessfully to contact the Support Contact on 3 occasions

The Support

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The Support Contact can open a new Support Case if the requirement remains. 

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Claritum guarantee service and system availability to 99.5%, 24x7x365 excluding down time associated with planned maintenance windows. 

 In reality, we have consistently delivered normally deliver in excess of 99.95%  uptime over the last 24 months. This equates to roughly 4 hours downtime in any one calendar year. uptime.

Maintenance Windows

Scheduled Maintenance Windows

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