Best Practice

Our support process and methodology is governed by Information Technology Infrastructure Library (ITIL), globally recognised best practice guidelines, ensuring quality in our service delivery.

Openness

We provide all customers with ongoing visibility of the feedback that we receive through our customer satisfaction survey.

Global availability at all hours

We understand the importance of local presence and deliver support via service desks in the UK, US and Australia, 24/7.

Multiple channels of contact

Customers can submit incidents via telephone, email and our dedicated web portal.

Testimonials

"I'm very satisfied with the effectiveness of Clearswift Support. Support is provided professionally and around the clock with seamless hand-off achieved through excellent teamwork. That's what I expect from a support service."

Financial Services Customer, Germany.

• To see more testimonials and also our customer satisfaction scores click here.
• Click here to download the Clearswift Support Handbook.

A Premium service offering, a highly intimate service, delivering additional value add services through a Support Account Manager, inclusive of best practice consultation, on-site support days and regular on premise service reviews, in true partnership with our customers.

An Advanced service offering, recognising the business critical nature of Clearswift solutions, delivering enhanced support capabilities including automated service monitoring and reporting and regular service reviews, to further secure consistent operational availability through a more proactive level of support.

A Standard service offering, a highly reactive and responsive 24*7 service, enabling Clearswift to take immediate ownership of reported issues, providing full visibility of progress and status through the end-to-end management of incidents.

Installation

The Clearswift SECURE Gateway suite of products is straightforward to install, but through this service we will ensure that the deployment is optimised to the specific environment, configured to suit unique business requirements and that customers are fully familiar with the operation prior to live deployment. View more on installation service options.

Policy Migration

For those customers considering migrating to the Clearswift SECURE Email Gateway, the policy migration service makes the transition to a new technology really simple. We’ll review your existing MIMESweeper for SMTP content policy, transfer it to the SECURE Gateway platform and make recommendations for future improvements.View more on policy migration service options.

Policy Definition

Whatever the content analysis requirements your business might have, we’ll design and build a policy to meet the needs of your SECURE Web / Email Gateway or MIMESweeper for SMTP software. View more on policy definition service options.

System Health Check

Systems often sit in server rooms actively servicing the requirements of the business, but unless there is a problem, no one will question whether the system is processing effectively. The health check service will review the existing MIMESweeper for SMTP or SECURE Web / Email Gateway deployment, ensuring that it is optimally deployed and providing recommendations for further improvement. View more on health check service options.

Upgrade

Installing or upgrading between major releases will often result in a significant number of operational questions and issues. Utilising this service our experts will ensure that the install/upgrade is planned and executed effectively, with full user sign off for production deployment. The service also provides the additional benefit of release training to ensure that customers are quickly ready and able to take advantage of the features and functions within the product.View more on upgrade service options.

Europe, the Middle East and Africa

+44 118 9038200 

Asia and Pacific Regions  

+61 2 9424 1210   

Germany

0800 1800 556  

Japan

0066 33 812 501