ClearCARE Overview

What is Evaluation Support?

ClearCARE Evaluation Support is tier 1 / level 1 tech support, designed to provide assistance installing ClearOS for the first time. This support includes basic technical support for installing and initially configuring modules via the Webconfig management console only (no command line). This support does not cover custom configurations or troubleshooting of issues arising from mis-configurations.

Customers were enjoy having an engineer answer general questions while downloading, burning, installing and navigating through the install wizard on ClearOS. The ClearCARE team is there to help get you into setting up your ClearOS server and ensuring you understand what each module can do to help your IT needs.

If troubleshooting support is needed for a technical issue, Level II support may be required ($+), and a hand-off may occur however the ClearCARE team strives to understand your issue upfront and ensure you connect with as few of engineer as possible in order to quickly learn, diagnose and act on your support needs.


Evaluation Support Summary

Includes email, remote login & documentation reference support for qualifying apps (see Marketplace Support Policy below). Server, Network and Gateway features that can be configured from Webconfig fall under the scope of evaluation support. Evaluation support is available M-F, 10-18:00EST, with an average initial response time of 1 business day for new tickets.

Examples:
  • How do I burn my ISO to be bootable media?
  • What directory type is best for me needs?
  • How can I set up groups and assign content filter policies?

Creating a Ticket

It is a requirement with ALL support requests that a valid / active ticket be submitted via a ClearCenter portal to receive support. To create a support ticket, you must login to the ClearCenter user portal and open a ticket. All tickets must be initiated via the portal, however, once your ticket is logged, email replies can be made from any mail client as long as you keep the subject (containing the ticket reference number) intact. This provides our team with information up front regarding your support needs, and allows us to assign your ticket to someone who specializes in the problem discussed. Evaluation Support includes up to 30 minutes of dedicated engineer support. Additional time needed for any reason will require ClearCARE On Demand Support be purchased to continue support.

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ClearOS Marketplace Support Policy

ClearOS is designed to be an open platform, allowing users and 3rd party developers to leverage and extend the functionality of ClearOS in the role of server, network, and gateway. While this diversity and policy benefits users, ClearCenter must invoke a support policy around each app entering the Marketplace, commiserate with various factors such as:

  • our technical knowledge with the underlying software
  • stability and history of the software/app
  • relationship and business agreements with vendor (if applicable)
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The ClearCenter support policy is clearly defined in the Marketplace when browsing for apps to install. It is also available, by default, on the configuration page inside the ClearOS Webconfig. The denotation of whether an app is covered under one of the delivery methods done by way of a color-coded legend. If a method is 'greyed out', the method is not available to the end user as a mechanism for receiving support.


Public Forum Support - Casual

Developer or organization may occasionally browse the ClearFoundation community forum or other designated public forum to provide assistance for an app. There is no committment or obligation to provide free time/resources for support in this manner. Forum response times to posts will vary.

ClearFoundation Forum Support - Dedicated

Developer or organization will make best-effort to assist users via the ClearFoundation Community forum in a section dedicated for this ap

Developer/ISV Support

Developer or organization provides a service to submit and track support tickets through a web service or email. For specific details on the scope of support, conditions, hours of operation, response times etc., please view the app details section in the Marketplace.

ClearCenter Professionally Support

ClearCenter will provide professional support under the conditions appropriate for the paid support subscription this system is subscribed to. All new support incidents must be initiated via the ClearCARE support incident report.

ClearCenter Consulting Services:

ClearCenter engineering may provide technical support for this app on a consulting basis. Please contact our sales team with your support scope/request.

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