Gold | Platinum | Mission Critical Support | Streem Platinum Plus |
Streem Platinum
|
|
Hours of Operation (*) |
SEV1: 12 HR/Day Weekdays Only SEV2: 12 HR/Day Weekdays Only SEV3: 12 HR/Day Weekdays Only ENHC: 12 HR/Day Weekdays Only RFI: 12 HR/Day Weekdays Only
|
SEV1: 24/7/365 SEV2: 24/7/365 SEV3: 12 HR/Day Weekdays Only ENHC: 12 HR/Day Weekdays Only RFI: 12 HR/Day Weekdays Only
|
SEV1: 24/7/365 SEV2: 24/7/365 SEV3: 24/7/365 ENHC: 24/7/365 RFI: 24/7/365
|
SEV1: 24/7/365 SEV2: 24/7/365 SEV3: 9 HR/Day Weekdays Only ENHC: 9 HR/Day Weekdays Only RFI: 9 HR/Day Weekdays Only
|
SEV1: 9 HR/Day Weekdays Only SEV2: 9 HR/Day Weekdays Only SEV3: 9 HR/Day Weekdays Only ENHC: 9 HR/Day Weekdays Only RFI: 9 HR/Day Weekdays Only
|
Office Hours |
North America 7AM to 7PM CST International 7AM to 7PM Local Time Zone |
North America 7AM to 7PM CST International 7AM to 7PM Local Time Zone |
North America 7AM to 7PM CST International 7AM to 7PM Local Time Zone |
North America 8AM to 5PM CT
|
North America 8AM to 5PM CT
|
Holidays (¹)
|
No | SEV1, SEV2 | Yes | SEV1, SEV2 | No |
Access to Product
Releases
|
Yes | Yes | Yes |
Yes
|
Yes
|
Products Supported | LexiCom |
VLTrader
Harmony
Clarify
EEI
|
Harmony
Clarify
|
Streem
|
Streem
|
Method of Access
(see note**)
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Response Method
|
Telephone
Email
|
Telephone
Email
|
Telephone
Email
|
Telephone
Email
|
Telephone
Email
|
Initial Response Times
|
Sev 1 = 2H
Sev 2 = 4H
Sev 3 = 8H
RFI = 12H
ENHC = 5 days
|
Sev 1 = 1H
Sev 2 = 2H
Sev 3 = 4H
RFI = 8H
ENHC = 5 days
|
Sev 1 = 1H;
Sev 2 = 2H
Sev 3 = 4H
RFI = 8H
ENHC = 5 days
|
Sev 1 = 1H;
Sev 2 = 2H
Sev 3 = 4H
RFI = 8H
ENHC = 5 days
|
Platinum Plus = 2 H
Platinum = 4 H target
|
Number of Requests
|
Unlimited
|
Unlimited
|
Unlimited
|
Unlimited
|
Unlimited
|
Root
Cause Analysis
|
N/A
|
Sev 1 Issues Only
During Normal Hours
|
Sev 1 Issues Only
During Normal Hours
|
Sev 1 Issues Only
During Normal Hours
|
Sev 1 Issues Only
During Normal Hours
|
Simulated Customer Env. Testing-SCET(³)
|
N/A |
N/A
|
Included | N/A |
N/A
|
Designated Tier 2
Technical Concierge
|
No | No | Yes | No |
No
|
Daily Update Calls
|
No | No | Available only for Severity 1(²) issues | No | No |
Status Calls
w/Customer Concierge
|
No |
Sev 1 Issues Only
During Normal Hours
|
Yes
|
Sev 1 Issues Only
During Normal Hours
|
Sev 1 Issues Only
During Normal Hours
|
Annual Health Checks
|
No | Available as a Professional Service | Yes | No | Available as a Professional Service |
Simulated Customer Environment Testing (SCET)
Benefits of Cleo SCET:
- Replication at a high level of the customer environment
- Validation of customer specific patches in Cleo SCET before released to the customer
- Validation of Cleo General Releases for customer specific environment
- Cleo will have readily available snapshots of the customer’s environment
- Cleo will have designated personnel to validate all customer specific patch release.
Customer Concierge
Benefits of a Customer Concierge:
- Designated resource for escalations
- Development and implementation of resolution plans
- Direct customer communications
- Weekly or monthly support status calls
- Designated technical team
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