CloverETL Technical Support
OpenSys offers a full range of support options. OpenSys Technical Support is designed to save your time and to ensure you achieve the highest levels of performance, reliability, and uptime.
Support Activities:
- Installation & configuration assistance
- Incident analysis
- Guaranteed response time
- Guaranteed product bug-fix or workaround
Support tools:
- CloverETL knowledge forum
- Bug tracking tool
- Chat with an Expert
- telephone/fax
- Webex
Support Levels:
OpenSys offers 3 levels of support contracts to match your budget and needs:
- Level 1
- Level 2
- Level 3
| Level 1 | Level 2 | Level 3 | |
|---|---|---|---|
| Installation & configuration | ✓ | ✓ | ✓ |
| Incident analysis (max per month) | 2 | 5 | ∞ |
| Guaranteed response time | 3 business days | 1 business day | 12 hours |
| Guaranteed product work-around | 2 weeks | 1 week | 3 days |
| Guaranteed product fix | next release* | 1 month | 1 week |
| Clover Knowledge Forum | ✓ | ✓ | ✓ |
| Bug tracking tool | ✓ | ✓ | ✓ |
| Chat with an Expert | × | up to 3 | up to 7 |
| e-mail contact | ✓ | ✓ | ✓ |
| telephone/fax contact | × | ✓ | ✓ |
| Webex session / remote assistance | × | × | ✓ |
* next scheduled patch release of the product
Depending on the contracted support level, provided services may include:
- Bug Tracking
The bug tracking service allows users to report and track the analysis and resolution of any problem/issue they may encounter.
- Clover Knowledge Forum
Managed by OpenSys support organization, the forum provides users with knowledge distilled from CloverETL discussion forum, mailing lists and OpenSys Professional Services team. This forum is actively updated by OpenSys' support personnel, developers and consultants.
- Guaranteed Response Time
Depending on the level of support, users' incident tickets are acknowledged within pre-defined amount of time. The acknowledgement usually contains an initial analysis of the root cause and a fix, where possible.
- Guaranteed Bug Work-around and Fix
In the unlikely event the product contains a bug, OpenSys will provide a bug fix. Where the problem cannot be solved quickly enough, OpenSys will provide workaround as an interim solution while working on a permanent fix. Such Workaround and a permanent fix will be provided within definite guaranteed timeframe dictated by level of support.
- Incidents Analysis
Where an incident is reported by a customer, OpenSys technical support will within predefined time establish whether the incident is product related (resulting in a bug fix or workaround), application related (resulting in a transformation modification) or environment related (resulting in an environment adjustiment).
- Web Support / Email Support / Phone Support
Depending on the level of support, support is provided via a Web forum, email, or phone.
- 24 Hour Support
Depending on the level of support, 24 Hour Support is provided on business days via email and Web.
- Webex Session / Remote Assistance
To assist in the most efficient and expedient way, a Webex session is available virtually seating a support professional next to you.