Customer Support
Cleversafe products have been designed from the ground up with integrated features designed to deliver maximum reliability, availability and security. However, Cleversafe understands that technical operations are critical to your business. Along with our partners, we are providing world-class technical support for your critical digital assets.
Technical Support
As a Cleversafe customer, you'll receive technical support for product components that you have purchased. The following services are provided:
- Problem management, troubleshooting and system diagnosis
- Hardware maintenance, with optional advanced replacement
- Software maintenance (including software fixes, patches and upgrades)
Cleversafe offers you this technical support free of charge for the first 90 days after implementation. Beyond the first 90 days, you can elect to continue receiving technical support for your Cleversafe components based on a standard maintenance fee. Please contact Cleversafe sales to discuss Technical Support terms and fees.
Levels of Support
Problems you report to Cleversafe Support are assigned a severity level based on the impact to your business operation. The severity level structure is defined as follows:
Severity Level 1
A Cleversafe product problem results in a complete loss of service; your business operation cannot reasonably continue and the operation is mission critical to the customer. No acceptable workaround exists for the problem.
Severity Level 2
A Cleversafe product problem results in a severe loss of service and no acceptable workaround exists; however, your operation can continue in a restricted manner or degraded mode.
Severity Level 3
A Cleversafe product problem results in a minor or no loss of service; however, you experience an inconvenience.
Problem severity levels are established by you in conjunction with the reseller support staff and the Cleversafe Support staff. Problem severity levels can change with mutual agreement between all parties and Cleversafe’s Support staff will respond to your problems based on severity of the issue.
Problem Definition | Response Time |
Severity Level 1 | Within 1 hour |
Severity Level 2 | Within 4 hours |
Severity Level 3 | Within 24 hours |
Field Support
Cleversafe offers you advanced replacement services for hardware components that are covered under the standard or extended warranty periods if you are under a support agreement and have paid the annual maintenance fee. The advanced replacement service makes a pool of hardware components available to ship on a next business day schedule directly to your location that has experienced a failing hardware component in an installed Cleversafe product. The advanced replacement service is available to you as part of the purchase of a support agreement from Cleversafe or from a Cleversafe reseller or partner. If you choose not to pay the annual maintenance fees, you can get failed components repaired/replaced by shipping the component back to Cleversafe’s contract manufacturer and waiting for the repair period.
In order to receive an advanced replacement part, Cleversafe must create an RMA record with our component supplier and the customer must return the failing component in a reasonable time frame using return shipping materials. Please contact Cleversafe Support to report the problem and obtain an RMA record.
Online Support
Cleversafe offers online support to you for reporting problems on a 24x7x365 basis by sending an e-mail to support@cleversafe.com. A Cleversafe support representative will respond to your service request in a prompt manner.
