ClearSupport - Plus
THIS SERVICE IS ONLY AVAILABLE DIRECT FROM CLEARSWIFT AND
IS NOT PROVIDED VIA DISTRIBUTORS AND RESELLERS. CLEARSWIFT IS A CHANNEL
ORIENTATED COMPANY AND AS SUCH WE WILL ONLY ACCEPT CUSTOMERS ONTO THE
CLEARSUPPORT+ SERVICE THAT FULFIL CERTAIN REQUIREMENTS.
ClearSupport Direct - Plus is a package of support services
delivers year round support, 24 hours a day, 7 days a week and 365 days
a year coverage. This package offers the following support and resources:-
Available services
- 24 hour/7 day/365 days support for category 1 issues
- Telephone and email assistance
- Knowledge base
- Upgrades and patches
- ThreatLab™ service
- Target response and resolution times
24 hour/7 days/ 365 days support
Clearswift Global Support Centres are staffed by teams of highly skilled
Technical Engineers & Specialists who will provide both first and
second level support, Monday-Friday, 08.00-18.00, local time, excluding
bank & public holidays for category 1 issues. (Regions may vary –
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.
Telephone and email assistance
You can both telephone and/or email Clearswift Global Support Centres
with your category 1 queries where our team of analysts provide product
support on a 24 x 7 basis.
Knowledge base
Clearswift's online Knowledge Base and Technote system enables 'ClearSupport
Direct - Plus' 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. On-line Knowledge Base and Technote system is available to customers
who have purchased the Maintenance Option.
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.
1. 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.
|
Languages: English | Deutsch | Japanese
