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
- 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
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: [email protected]- 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
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
Factors affecting resolution:- 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
Policy updates:- Regular review and improvement
- Customer notification of significant changes
- Effective date communication
- Transition period for major modifications