This article explains the support terms for Clarus WMS, covering what support includes, how to report issues, priority levels, response times, and business hours. It also details the different support tiers available and their costs.
Clarus Software Ltd provides support for Clarus WMS, which includes investigating and fixing issues, routine maintenance, and providing updates to the software. It does not cover issues caused by not following instructions, misuse, or problems with third-party software.
WARNING: Support will not be provided if authorised users are not properly trained to use Clarus WMS.
If you have a problem with Clarus WMS, you need to report it to the company using the provided contact details. Once reported, you will receive a Task Number.
REMEMBER: You must provide all the necessary information for the company to understand and reproduce the issue. This includes details about the problem and, if needed, access to your systems. Response and resolution times start only after all required information is provided.
Your reported incident will be given a priority level (P1, P2, P3, or P4) based on its impact:
Clarus Software Ltd aims to respond and resolve incidents within certain timeframes, depending on your support tier (Standard, Gold, or Platinum) and the incident's priority. P1 and P2 incidents are supported 24/7. P3 and P4 incidents are supported during business hours only.
REMEMBER: Response time is measured from when the incident is logged until the first response. Resolution time is measured from when the incident is logged until a temporary or permanent fix is provided. For P3 and P4 incidents, these times are measured only during business hours. If logged outside business hours, the time starts at the beginning of the next business day.
Clarus Software Ltd's business hours for support are:
An Incident means any problem or error that stops Clarus WMS from working correctly.
Updates are small changes or fixes to Clarus WMS that are mainly made to fix a problem or error in the software. This does not include new versions or releases of the software.
Support does not cover issues caused by: not following the agreement or company instructions, misuse or changes to Clarus WMS, or problems arising from third-party software or unapproved hardware/software integrations. It also does not cover situations where authorised users are not properly trained.
When you report an incident, the company will log it and give you a unique reference number called a Task Number.
The response and resolution times are key performance indicators (KPIs) only. This means the company aims to meet them, but not achieving them is not considered a breach of the agreement.
Resolution can be a temporary solution that reduces the impact of the incident (a workaround) or a permanent fix to the problem.
Clarus Software Ltd aims to make Clarus WMS available 99.9% of the time each month. This excludes downtime due to planned or emergency maintenance, issues caused by the customer or third parties, problems with third-party software, Force Majeure events, network/internet issues, or security measures.