Best Practice For Support Contacts

This article is for the attention of Support Contacts who act as the first point of Contact for support.

Claritum's Support is committed to ensuring you can implement and use Claritum successfully. Our focus is the efficient resolution of Support Tickets. 

To achieve this goal, we need to collaborate with your Support Contacts in order to capture the right information for us to understand the problem and propose a solution, whether thats simply helping to educate or advise the user, suggest a process change or workaround or, where there is a problem in the software, to effect a timely fix. 

Before Contacting Claritum

There are a few things you can do before reporting an issue / question to Claritum:

• If it's an issue - try reproducing it to ensure the information you supplied to Claritum is accurate
• Browse Claritum's Knowledge Base to look for instructions / answer to your question
• You can use your test server to try out the features which may answer your questions about Claritum's functionality

How to contact Claritum Support

There are three ways of reporting an issue or question:

• Directly through the Support Portal - this will notify the Support Team of your query
• Via Email - if you are unable to raise a Support Ticket via the Support Portal you can send an email to support@claritum.com and we will log it on your behalf.  
• Via Phone - if you are unable to raise a Support Ticket via the Support Portal you can give us a call on (+44) 0330 088 2639 or ring (+44) 01225851666 and select option 2. We will then raise a Support Ticket on your behalf.

Information Required

When raising Support Tickets, please make sure you provide our Support Team with relevant details (depending on the case nature it may vary).

• Meaningful Title and detailed Description of the question or problem (steps taken that lead to the problem)
• Reference Number ( Quote Number, Job Number, Invoice Number, etc)
• The names of affected and/or interested users (e.g. Customer User, Supplier User, System User)
• Error Message(s) displayed
• Screenshots and relevant attachments ( where applicable)
• Details of the Operating System and Browser used when experiencing the issue including version numbers

Support Tickets

• Every support request by a customer will be assigned a unique number for tracking the support request.  Always refer to your support requests by referencing the Support Ticket number assigned on the initial call (or email acknowledgement)
• If a Support Ticket is closed and you have further information to provide you can just add it to the closed ticket. This will automatically re-open the ticket. This will help to keep the context of the same issue in the same ticket record.

Change Request

If you want to request a change to Claritum and you wish us to provide a quote you can raise a Change Request Ticket on the Support Portal.

Alternatively you can raise ideas for changes / improvements to Claritum on the Ideas Portal.

Service Level Agreement

To make sure we set the expectations by providing support to you and your team you should be familiar with your Service Level Agreement which is part of your contract.

This includes but is not limited to such aspects as:

• Target and Reslution Response Time to the Support Tickets
• Scope of the Support
• Maintenance Activities