ClearSupport - Standard
IF YOU RECEIVE SUPPORT AND MAINTENANCE SERVICES FROM A CLEARSWIFT
DISTRIBUTOR OR RESELLER THEN PLEASE REFER TO YOUR CONTRACT WITH THAT SUPPORT
PROVIDER FOR A DESCRIPTION OF THE SUPPORT AND MAINTENANCE SERVICES.
ClearSupport Direct is a package of support services supplied during
normal working day hours of business. This package offers the following
support and resources:-
- Business hours telephone and email assistance
- Knowledge base
- Upgrades and patches
- ThreatLab™ service
- Targeted response and resolution times
Telephone and email assistance
You can both telephone and/or email Clearswift your local Support Centre
with your queries, where our team of analysts provide product support,
Monday-Friday, 08.00 – 18.00, local time, excluding bank & public
holidays. (Times may vary in regions - check
our regional Service Definitions for more)
The Technical Engineers are specifically trained to perform in-depth
diagnostic and troubleshooting activities over the telephone in order
to resolve product issues as quickly as possible. Your query details will
be recorded in our call tracking system and a call reference number assigned.
The engineer will act as your focal point of contact.
Knowledge base
Clearswift's online Knowledge Base and Technote system enables ClearSupport
customers to access a repository of technical data. The Knowledge Base,
which can be accessed at any time, will allow you to quickly retrieve
information on resolving known issues, which may arise at your site.
Upgrades and patches
Clearswift continues to develop innovative product enhancements and solutions
to meet your requirements. The ClearSupport program ensures that you receive
all software upgrades and patches.
Threatlab™ Service
The Threatlab service is a pro-active service available to customers that
have purchased the Technical Support option for their Clearswift product(s).
This service operates on a 24x7 basis providing threat information to
customers as and when they occur.
Target response times and resolution times
Incident Categories
The following table sets out the categories that will be assigned to each
Incident.
| CATEGORY |
DESCRIPTION |
| 1 |
Failure of all or part of the Software resulting
in Customer not being able to (i) process electronic mails or (ii)
access web-pages |
| 2 |
Failure of all or part of the Software where the
Customer has reduced capability or ability to (i) process electronic
mails or (ii) access web-pages, but at reduced performance |
| 3 |
Failure of all or part of the Software where the
ability of the Software to (i) process electronic mails or (ii) access
web-pages, is not affected |
| 4 |
Any Incident having minimal impact on the Software,
requests for information or requests for Enhancements. |
For more information, please refer to our Support
Definitions and choose the region applicable to you.
|
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