> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pureclarity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

<Info>
  This policy covers the scope of support services and service level agreements (SLAs) for PureClarity customers.
</Info>

## 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

**Success Management & User Support**

* Named Success Manager assignment
* Support analysts for guidance and advice
* Incident resolution management
* Strategic platform optimization

## Application & Hosting Support

### Pro-Active Monitoring

<Note>
  PureClarity infrastructure is monitored 365/24/7 to ensure peak efficiency and immediate response to service degradation.
</Note>

**Monitoring capabilities:**

* **Continuous surveillance** of all system components
* **Automatic alerting** for service degradation
* **Immediate escalation** to support staff
* **Rapid restoration** to normal operations

**Monitoring scope:**

* 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

<Tip>
  Almost all maintenance is performed without downtime due to fully redundant systems architecture.
</Tip>

**Maintenance types:**

* 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

<Warning>
  Software updates automatically replace previous versions - no customer action required.
</Warning>

## 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 incidents

### Your Success Manager

<Info>
  Find your Success Manager's contact details by logging into PureClarity admin and navigating to **Help & Support > Support Centre**.
</Info>

**Success Manager services:**

* Strategic guidance on PureClarity implementation
* Best practice recommendations
* Performance optimization advice
* Account relationship management

### Accessing Support

#### Email Support

**Email:** [support@pureclarity.com](mailto:support@pureclarity.com)

* Automatic support ticket creation
* Full incident tracking and documentation
* Response within defined SLA timeframes

#### Online Support Portal

**Portal:** [support.pureclarity.com](https://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 usage

## Service 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

**Response Time:** 15 minutes
**Resolution Time:** 2 working hours from notification

<Note>
  Critical incidents trigger immediate 365/24/7 response due to redundant architecture monitoring and automatic engineer notification.
</Note>

### 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

**Response Time:** 2 working hours from notification
**Resolution Time:** 8 working hours from notification

<Tip>
  Data feed issues can often be diagnosed using the admin console feed analysis tools before contacting support.
</Tip>

### 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

**Response Time:** 3 working hours from notification
**Resolution Time:** 24 working hours from notification

### Resolution Time Exceptions

<Warning>
  If resolution cannot be achieved within SLA timeframes due to complexity or external factors, you'll be notified immediately with revised timelines.
</Warning>

**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 period

<Info>
  Service credits provide compensation for extended critical outages that impact your business operations.
</Info>

### 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:**

1. **Timely notification** - Report Level 1 incident during outage
2. **Written request** - Submit credit request within 10 business days
3. **Downtime measurement** - From help desk notification to restoration

<Note>
  Cash refunds are not provided - credits are applied to your account for future service usage.
</Note>

## Policy Variations

<Warning>
  PureClarity reserves the right to amend this support policy and modify or withdraw the Service Credit scheme with appropriate notice.
</Warning>

**Policy updates:**

* Regular review and improvement
* Customer notification of significant changes
* Effective date communication
* Transition period for major modifications

**Version:** 4.2 - Last updated: 26th June 2019

## Related Documentation

* [Security Disclosure Policy](/support/general/security-disclosure-policy)
* [Backup & Recovery Policy](/legal/terms/backup-recovery-policy)
* [Service Agreement](/legal/terms/service-agreement)
* [Platform Settings](/support/general/settings)