Terms of Support and Service: 9am to 5pm, Monday-Friday.
Support : This can be first line or second line support and may differ if a customer already has a first line support department or is using a PMR integration. Support services are usually offered as technical and training assistance and any such thing to assist the customer and their team(s) with utilizing the product and can be found in the Documents
Services means: The product functionality itself which differs depending on service option(s) selected
Documents means: the document(s) made available to the Customer via help.getclara.uk or such other web address notified by the Supplier to the Customer from time to time which sets out a description of the Services and any relevant user instructions.
Support
Support - means the support services provided by the Supplier to the Customer including providing the Software, Documents and any applicable Support Services which includes support services to the Customer to assist the Customer with any technical and advisory support in connection with the running the Software and the using the Documents. Such support services shall be provided via the Supplier’s help articles and live chat support function*, available at help.getclara.uk , and shall assist with:
(i) IT and system-related issues and failures
(ii) relocation and/or closures of any of the Sites
(iii) providing demos as part of the onboarding process or any other functionality upon the Customer’s request and
(iv) any other help or support function mutually agreed between the parties (Support Services).
*only if the customer doesn’t already have internal first line support
Service Levels
We will provide first and second line support and the below service levels:
The Supplier shall respond to all queries or support and help correct all errors notified to it by the Customer in a timely manner appropriate to the seriousness of the circumstances.
For first line support
If the Customer submits any queries via the Supplier’s “Live Chat” function ( for customers who don’t already have an internal first line support ) the Supplier shall ensure that a response is returned within two hours dependent on the complexity of the query.
For second line support
The Supplier shall provide second line back up support within twenty four hours of notification of any query or error by the Customer dependent on the complexity of the query if the customer already has a first line support department ( or sooner if the customers first line support function needs our assistance to help resolve the issue )
If urgent support is required this should be stated in the support request, to be dealt with as soon as possible. We will work with first line support if required.
Service Failure means:
(a) the Customer is not able to access and/or use the Software for 48 hours during the Term;
and/or
(b) the Supplier fails to respond to any incidents reported by the Customer within the response timescales on more than three occasions in any consecutive one month period