Cleo Support Packages

  • Updated
  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
 
(*) Hours of operation:  Streem hours of operation 8AM to 5PM CST;
     Gold and Platinum - North America 7AM to 7PM CST / International  7AM to 7PM Local Time Zone 
     UK standard hours: 7AM to 7 PM weekdays Mon-Fri
(²) Severity 1 – See Severity Level Descriptions
(³) Simulated Customer Environment Testing (SCET) - see below
 
(**) IMPORTANT - Method of Access: Support does not monitor emails or tickets generated via Web during weekends or holidays.
 
 
US Holidays (1): 
New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day After Thanksgiving Day, Christmas Eve, Christmas Day. 
 
If a holiday lands on a Saturday, Cleo will be closed on the previous business
day (Friday). If a holiday lands on a Sunday, Cleo will be closed on the next business day (Monday).
 
Holiday coverage for International Customers  - please contact Support Leadership for Holiday coverage which is dependent on Support Package selected and time zone. 
 

 

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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