Need After Hours Clarity support

Products

• Clarity PPM On Premise
• Clarity PPM SaaS

Issue/Introduction

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

Environment

Release : Any

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 full details of the issue and logs to speed up resolution.
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 (If you see the option in Support Portal to set to P1 you can do it from there)
3. The engineer will get in touch with you promptly to troubleshoot the issue

What is a Production Down situation:

• A problem has occurred where no workaround is immediately available in one of the following situations:
  • (i) your production server or other mission-critical system is down or has had a substantial loss of service; or
  • (ii) a substantial portion of your mission-critical data is at a significant risk of loss or corruption.

 

Note: If your case does not qualify for P1 / SEV1 by not being a Production Down, you will be asked to wait and troubleshoot on Monday

Additional Information

Note: We do not recommend opening any placeholder cases if you plan an event in advance. Broadcom Support encourages you to open a new, issue specific case whenever you actually need support and give us a call as described above