Service

Clearswift Support Service Tiers

The Clearswift Support Service is dedicated to providing the highest levels of satisfaction for our customers using Clearswift solutions, across all facets of our product portfolio. Our award-winning multi-lingual support team is based in the UK, Australia, Japan and the USA, operating a 24/7 service for our global customer base.

Covering everything from deep technical support for solution specific issues, to migration and upgrade assistance, as well as system health checks, Clearswift provides a 360-degree support programme for any and all customer service needs. As part of ongoing support, Clearswift offers complimentary training courses and live webinars to enable customers to gain a more in-depth knowledge of the technology they’re using. This level of after-care empowers organizations to use the solution as more than just a basic security deployment, but as a tool for business success in the complex data security and legislative landscape.

A tiered Support Level Service offering ensures customers can choose the service level that suits their business requirements to maximize the value of their Clearswift investment.  The four different levels of support available to choose from are:

  • Standard Support offers help 24x7, 365 days a year. Our default offering enables Clearswift to take immediate ownership of your reported issues. Customer and Partner support portals offer a simple and always available means of viewing and updating existing incidents.
  • Standard Plus builds upon the solid foundation of Standard Support, leveraging the in-built alerting mechanism of the Clearswift products. Automatically creating a support case when certain key thresholds are exceeded, the support team will then proactively contact you to provide further assistance. Resolving any potential problems before they become a critical issue
  • Advanced support enables customers to create a close working relationship with the support team through quarterly service reviews. An assigned Support Escalation Point (SEP) acts as your advocate within Clearswift and along with carrying out an annual solution health-check they also offer invaluable product expertise.
  • Premium support provides all the benefits of the other tiers, adding a level of service uniquely tailored to your implementation. Your assigned Support Account Manager (SAM) will work with you through an onsite visit to get a specific understanding of your business practices and challenges. Developing a bespoke partnership and keeping in touch via on-site support days and regular on-premise service reviews. In addition, our Product Management team will provide you with an in-depth understanding of the product roadmap and pre-release product briefings.

Across these different support levels, the Clearswift team of experts ensures ongoing and consistent operational capabilities. Clearswift technical experts take immediate ownership of reported issues, providing full visibility of progress and status through the end-to-end management of incidents.

Here are a few recent comments from customers:

“Happy with the support. Phone was answered straight away, and support were very helpful! Solution given was successful! Overall very happy with service.”

“Very fast response.”

“This is the first time I'd dealt with Clearswift support, since taking over the Clearswift product, for our company. The service was exceptionally quick, and the representative was extremely courteous and helpful. Great experience all-round.”

It’s important to note that at Clearswift, we’re not just looking to fix any issues you have. We genuinely want to work in partnership to ensure you are effectively protecting your organization from cyber threats and getting maximum benefit from the solution you purchased from us.

Visit our Support Services on our website to learn more.  Or, contact us for a chat.

We’d love to hear from you!