Need After Hours Clarity support

book

Article ID: 222884

calendar_today

Updated On:

Products

Clarity PPM On Premise

Issue/Introduction

Can we have a support engineer available on short notice to assist / troubleshoot on the weekend if necessary please? 

Environment

Release : Any

Component :

Resolution

For weekend support we have the following process in place.

If you have a problem on the weekend (note this is for P1 and Production Down situations only)

1. Raise a case or have an existing case in Support portal. Include details of the issue.

2. Call on 1-800-225-5224 to speak with our Customer Care team and ask to raise to P1 and the engineer on call to be paged

3. The engineer will get in touch with you promptly to troubleshoot the issue

If your case does not qualify for P1 not being a Production Down, you will be asked to wait and troubleshoot on Monday