Support
Our Support Team’s role is to help users understand the standard features and functionality available in the Clicktools application. Support is available to Named Users of the Clicktools application Monday to Friday between 09:00-00:00 GMT/BST (04:00-19:00 EST) excluding regional Public Holidays.
The extent of Clicktools support includes:
- The documented functionality contained within Clicktools application and how this functionality can be used.
- How to troubleshoot unexpected behaviour encountered when using the Clicktools software application.
Please note that Support does not include:
- Advice on the wording, structure and design of your content.
- Support for applications that may be integrated with Clicktools.
Clicktools is happy to provide advice and guidance or refer you to a Clicktools partner around these and other relevant topics.
A summary of each support type is given below.
| Feature | Standard | Premium | Gold |
|---|---|---|---|
| Application monitoring | 24/7 | 24/7 | 24/7 |
| Maximum initial response time | 8 hours | 4 hours | 2 hours |
| On-line help |  |
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| FAQs | |
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| How-to webinars | |
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| Online community forum | |
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| Webform/Email support | |
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| Toll free phone support |  |
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| Priority queue | |
Medium | High |
| Direct Level2 support | |
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| Live pre-release on-line training webinars | |
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=Included; = Not included
Feature Additions:
Service Levels: Enhanced response SLA for Gold customers.
Online Community Forum: Powered by LinkedIn. Open forum for all customers. Not designed as replacement for support but as enhancement to our support packages.
Direct Access to Level 2 support: In line with move to tiered support structure. Dedicated Telephone number.
Live Pre-release webinars: Introduction to new release product features, demonstrations and Q&A.
Terms and Conditions – Amendments and Additions:
Case Limits [Premium, Gold]: Named users only. When allocations are exceeded customers will need to purchase extra case limit add-ons. Implementation details to follow.
Response Time [All]: Stipulation that durations are in business hours, not elapsed time.
Live Pre-release Online webinars [Gold]: Maximum of 5 attendees per account per session. Maximum 30 attendees total, allocated on first come, first served basis until sessions are full. Maximum of 1 session per quarter. Maximum 2 hour session duration. Named users only.