What is Level I Support?
ClearCARE Level I Support is designed to provide break-fix coverage for those who need a little insurance policy when deploying a new IT solution. This support level includes basic technical support for modules configurable via the Webconfig management console.
Many may know this as Tier 1 support, however for most cases on ClearOS a Level I engineer is the one person you'll engage with as opposed to the industry norm of simply gathering customer data and then sending you through a chain of hand-offs escalating your ticket. 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.
Level I 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 Level I support.Examples:
- My employees on the road cannot connect to the PPTP VPN server. How do I configure my server to allow remote access?
- I would like to share documents between my engineering and sales teams. How can I create a private share?
- Is there a way I can import 150 users without having to add each one individually?
Creating a Ticket
It is a requirement with ALL support requests that a valid / live ticket be in place. 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.
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)
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 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.