Terms & Agreements
Support Policy
Comprehensive support policy covering service levels, response times, and support services for PureClarity customers
PureClarity provides comprehensive support services and defined service levels to ensure 365/24/7 operation and help you maximize the value from our platform.
Monitoring capabilities:
Maintenance types:
Success Manager services:
Factors affecting resolution:
Policy updates:
This policy covers the scope of support services and service level agreements (SLAs) for PureClarity customers.
Support Services Overview
Two-Tier Support Structure
Application & Hosting Support- Physical architecture monitoring and maintenance
- Base operating system management
- Backup systems and data protection
- PureClarity software and admin dashboard support
- Named Success Manager assignment
- Support analysts for guidance and advice
- Incident resolution management
- Strategic platform optimization
Application & Hosting Support
Pro-Active Monitoring
PureClarity infrastructure is monitored 365/24/7 to ensure peak efficiency and immediate response to service degradation.
- Continuous surveillance of all system components
- Automatic alerting for service degradation
- Immediate escalation to support staff
- Rapid restoration to normal operations
- Server performance and availability
- Database connectivity and performance
- Network connectivity and latency
- Application responsiveness and errors
Scheduled Maintenance
Maintenance approach:- Minimal disruption strategy for all scheduled work
- Redundant systems to avoid downtime when possible
- At-risk periods clearly communicated
- Email notifications for all scheduled maintenance
Almost all maintenance is performed without downtime due to fully redundant systems architecture.
- Security updates and patches
- Performance optimizations
- Infrastructure improvements
- Capacity expansions
Software Updates
Update management:- Automatic deployment of approved updates
- Security fixes prioritized for immediate deployment
- Feature enhancements delivered seamlessly
- Documentation updates included with releases
Software updates automatically replace previous versions - no customer action required.
Success Management & User Support
Operating Hours
Normal Working Hours: 9am to 5pm, Monday to Friday UK Time Excludes: UK Public Holidays Emergency Support: 365/24/7 for Critical Level 1 incidentsYour Success Manager
Find your Success Manager’s contact details by logging into PureClarity admin and navigating to Help & Support > Support Centre.
- Strategic guidance on PureClarity implementation
- Best practice recommendations
- Performance optimization advice
- Account relationship management
Accessing Support
Email Support
Email: support@pureclarity.com- Automatic support ticket creation
- Full incident tracking and documentation
- Response within defined SLA timeframes
Online Support Portal
Portal: support.pureclarity.com- Direct incident logging and tracking
- Access to knowledge base and documentation
- Case history and status updates
Support Coverage
Included support services: ✅ Implementation guidance and best practices ✅ Platform usage advice and training ✅ Incident reporting and resolution tracking ✅ Password support and account access ✅ Support Center Portal access and usageService Level Agreements
Level 1: Critical
Definition: PureClarity or major system components unavailable, critical to service delivery Examples:- Search function completely unavailable
- Products not rendering in search results
- Recommenders not displaying
- Complete system outage
Critical incidents trigger immediate 365/24/7 response due to redundant architecture monitoring and automatic engineer notification.
Level 2: High
Definition: Core data rendering incorrectly but solution mainly operational Examples:- Missing product information
- Incorrect category data
- Data feed synchronization issues
- Partial functionality loss
Data feed issues can often be diagnosed using the admin console feed analysis tools before contacting support.
Level 3: Cosmetic/Minor
Definition: Issues that don’t prevent core functionality Examples:- Styling or layout issues
- Page formatting problems
- Minor display inconsistencies
- Non-critical feature glitches
Resolution Time Exceptions
If resolution cannot be achieved within SLA timeframes due to complexity or external factors, you’ll be notified immediately with revised timelines.
- Physical time required for complex fixes
- Dependencies on third-party systems
- Required customer input or testing
- External vendor coordination needs
Information Requests
Standard response time: 8 working hours for information and advice requests Request types:- General platform questions
- Best practice guidance
- Feature explanations
- Implementation advice
Service Credits
Critical Incident Credits
Credit calculation: 1 day of annual subscription fee per full 60 minutes of Level 1 Critical downtime Maximum credits: 10% of annual subscription fee per 12-month periodService credits provide compensation for extended critical outages that impact your business operations.
Credit Exclusions
No credits provided for:- Scheduled maintenance events
- Circumstances beyond PureClarity’s control (DDoS attacks, upstream outages)
- Natural disasters, war, fire, flood, sabotage
- Labor disturbances or government actions
- Client breach of service terms
Credit Request Process
Requirements:- Timely notification - Report Level 1 incident during outage
- Written request - Submit credit request within 10 business days
- Downtime measurement - From help desk notification to restoration
Cash refunds are not provided - credits are applied to your account for future service usage.
Policy Variations
PureClarity reserves the right to amend this support policy and modify or withdraw the Service Credit scheme with appropriate notice.
- Regular review and improvement
- Customer notification of significant changes
- Effective date communication
- Transition period for major modifications