Private Cloud (On Premise) Cleo Support Packages

	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: 12 hr/day M-F ENHC: 12 hr/day M-F RFI: 12 hr/day M-F	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 IST	North America 7AM to 7PM CST International 7AM to 7PM IST	North America 7AM to 7PM CST International 7AM to 7PM IST	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 Slack Email Web	Telephone Email Web	Telephone Email Web
Response Method	Telephone Email	Telephone Email	Telephone Slack 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 = 2H 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
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
Designated Technical Solution Manager (TSM)	No	No	Yes	No	No
Daily Update Calls	No	No	Available only for Severity 1(2) issues	No	No
Status Calls	No	Sev 1 Issues Only During Normal Hours	Status Calls with TSM	Sev 1 Issues Only During Normal Hours	Sev 1 Issues Only During Normal Hours
Test Environment	N/A	N/A	Upon request, Cleo will aid in testing specific patches in customer development environment	N/A	N/A
Annual Health Checks	No	Available as a Professional Service	Available as a Professional Service	No	Available as a Professional Service

(*) Hours of operation: Streem hours of operation 8AM to 5PM CST

Note: Streem Platinum Plus includes Production Down after normal business hours 24/7/365

Gold and Platinum - North America 7AM to 7PM CST / International 7AM to 7PM Local Time Zone

Note: Platinum includes Production Down only after normal business hours 24/7/365

UK standard hours: 7AM to 7 PM weekdays Mon-Fri

(²) Severity 1 – See Severity Level Descriptions

(**) IMPORTANT - Method of Access: Support does not monitor emails or tickets generated after normal business hours, or during weekends or holidays. If you are eligible for production down support after business hours, please call support line and leave a message with your name, company, phone number and brief message.

2024 US Holidays :

New Year’s Day 1/1/2024, Martin Luther King Jr. Day, Memorial Day, Juneteenth , Independence Day, Labor Day, Thanksgiving Day, Day After Thanksgiving Day, Christmas Eve, and Christmas Day.

Holiday coverage for International Customers - please contact Support Leadership for Holiday coverage which is dependent on Support Package selected and time zone.

Comments

Contact Us

Email Us

Support Links

Related articles