ClearCARE Level III Support

What is Level III Support?

ClearCARE Level III Support provides access to engineers skilled in a wide variety of technical areas. These ultra-bright engineers provide support for both break-fixing a server and troubleshooting something that just doesn't seem right.

This commonly referred to third tier of support offers the highest level of support for handling the most advanced and difficult technical issues. The ClearCARE Level III engineers are experts in their industry and are both developers, quality assurance testers, support engineers and community managers. They are well versed in ClearOS and know the advanced abilities of the platform.


Level III Support:

Level III support is reserved for technical support incidents where it is difficult to scope the duration of time an incident may take to resolve or require an individual having an extremely high skill set - beyond that of team members handling Level I and II requests. Upon client approval, a support incident that has been categorized as Level III will be escalated to an individual on our sysadmin or software development team or within a trusted network of ClearCenter technology partners. End user will work directly with one or more individuals assigned to this issue until a mutually agreeable solution is found.

Level III support is delivered on a consulting basis at a hourly rate varying between $100 and $250/hr, depending on the estimated duration and complexity. Rate, estimate and completion time (based on availability and scheduling) will be provided prior to job commencement.

Examples:
  • I would like to compile a driver, FooBar, for kernel X.Y.Z. Please assist.
  • My organization requires a signed SSL certificate from a Certificate Authority like Verisign when accessing mail. How do I go about doing this?
  • One of my HDD just failed in a RAID I array. Can you help me rebuild the new disk and get my array in sync?

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.

gallery

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)
0

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.

gallery