Need Single Point Of Contact for Production Support – Does Cleo Provide This?

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Krupali Patel
  • Edited

I need a single point of contact to work with for Production Support. Can Cleo provide a single resource for me to work with and manage issues until resolution?

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Date Votes
  • Baran, John
    • Edited

    Cleo offers a variety of Support levels based on your needs. I will advise to contact your Account Executive or Customer Success Manager to discuss all options. But what you are describing would fall into our  Mission Critical Support (MCS).

    There are some options that you can select and there are some differences in the offering based on what solution you have (OnPrem/Private Cloud or Cleo Cloud). But in general, this includes 24x7 coverage for SEV1 & SEV2 issues with a 1 hour response time and Case Management with recurring status calls. We will provide single points of contacts which include:

    • TSM & TST who can collaborate with you via phone, email, or slack. (Tickets must be opened via Support)
    • Escalation Manager who will act as the technical lead and escalation point of contact. Regular Monthly reviews, technical explanations and summary of tickets by request..
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