| Feature | Gold | Platinum | Mission Critical Support |
Streem Platinum
Plus
|
| Hours of Operation (*) |
|
|
|
Streem Platinum
Plus
Streem Platinum 9 HRS/Day
|
|
Holidays (¹)
|
No | Production Down | Yes | Production Down |
|
Access to Product
Releases
|
Yes | Yes |
Yes
|
Yes
|
| Products Supported | LexiCom |
VLTrader
Harmony
Clarify
EEI
|
Harmony
Clarify
|
Streem
|
|
Method of Access
(
see note
**)
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Telephone
Email
Web
|
Telephone
Email
Web
|
|
Response Method
|
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
|
Platinum Plus = 2 H
Platinum = 4 H target
|
|
Number of Requests
|
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
|
|
Simulated Customer Env. Testing-SCET(³)
|
N/A |
N/A
|
Included
|
N/A
|
|
Designated Tier 2
Technical Concierge
|
No | No |
Yes
|
No
|
|
Daily Update Calls
|
No | No |
Available only for Severity 1(²) issues
|
No |
|
Status Calls
w/Customer Concierge
|
No |
Sev 1 Issues Only
During Normal Hours
|
Yes |
Sev 1 Issues Only
During Normal Hours
|
|
Annual Health Checks
|
No | Available as a Professional Service | Yes | Available as a Professional Service |
(*) Hours of operation: Streem hours of operation 8AM to 5PM CT;
Gold and Platinum - US Standard 7AM to 7PM CT US / International Standard 7PM to 7AM CT US
(Customer Choice)
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.
UK Holidays
New Year’s Day, Good Friday, Easter Monday, May Day, Late May Bank Holiday, Summer Bank Holiday, Christmas Day, Boxing 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).
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