Customer Support Handbook

Clearswift is dedicated to optimising the success of our customers and to attaining the highest levels of customer satisfaction through the delivery of professional, efficient and high quality support across the Clearswift product portfolio.

Clearswift delivers support to its customers under the terms of a Support Agreement, offering tiered service levels designed to provide flexibility in meeting a variety of customer business needs.

1.1 Purpose

The purpose of this document is to describe the support offerings available from Clearswift and how the services defined within those offerings are delivered to our customers. This document is designed to be viewed both as a stand-alone reference and as an addendum to the Clearswift Support Agreement.

1.2 Scope

This document applies to Clearswift proprietary software product(s) and solutions licensed to the customer under the Clearswift License Agreement and covered under the terms of the Clearswift Support Agreement. All references to Clearswift product in this document refer to such licensed product. Please refer to the Clearswift Support Agreement for details on maintenance terms and conditions. Note: This document will be revised periodically to reflect changes in the products and solutions being supported and the processes, procedures and technologies being used to deliver support services.