Maintenance and Support
Get industry-leading support whenever and however you need it. ClearPriority maintains strict service level objectives for each of our defined priority levels.
Under the Support Service available to customers with valid maintenance agreements, the customer responds to initial user support requests (Level One Service). The more complex customer requests are escalated to the ClearPriority Support Center (Level Two Service):
| First-Level Support (Customer) |
Second-Level Support (ClearPriority) |
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| On-Line Support: 24 x 7 access to the Customer Support Website (Knowledgebase, white papers, release notes, product documentation) |
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| Preliminary diagnosis and resolution | |
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| Enhanced diagnosis and resolution: Phone and email support - target response time: Priority 1: <1 hr Priority 2: <2 hrs Priority 3: 24 hrs Priority 4: 48 hrs |
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| Personalized Support: (for up to 2 customer experts) |
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| Case Management: (dedicated ClearPriority case manager and developer) |
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| Software Updates | |
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European Support Hours: +32 2 712 05 92 (8am-6pm Belgium, Monday through Friday)
Fax: +32 2 725 56 85
For more information about ClearPriority Technical Support Services, please contact support@ClearPriority.com.