CloverCare Support
We offer a full range of support options. Our Technical Support is designed to save you time and ensure you achieve the highest levels of performance, reliability, and uptime. CloverCare is intended primarily for the US and Europe.
CloverCare is available at 3 levels to match your requirements and budget, including 24 hour support . Each of these is driven by professional people backed up by support ticketing systems for managing incidents.
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Support Activities
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Support Resources
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Enhanced |
Premium |
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| Installation & configuration |
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| Incident analysis (max per month) | 2 | 5 | unlimited | |
| Response time | 3 business days | 1 business day | 12 hours | |
| Product work-around | 2 weeks | 1 week | 3 days | |
| Product fix | next release | 1 month | 1 week | |
| Clover Knowledge Forum |
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| Bug tracking tool |
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| Chat with an Expert | up to 3 cases | up to 7 cases | ||
| E-mail contact |
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| Telephone/fax contact |
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| Webex session / remote assistance |
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Installation & Configuration
Provides client with remote support for licensing, installing and configuring the product in internal environments.
Incident Analysis
When an incident is reported, Javlin technical support will establish whether the incident is product related (resulting in a bug fix or workaround), application related (resulting in a transformation modification) or environment related (resulting in an environment adjustment).
Response Time
Incident tickets are acknowledged within this amount of time. The acknowledgement usually contains an initial analysis of the root cause and a fix, where possible.
Product Work-around and Product Fix
If the product contains a bug, Javlin will provide a bug fix. Where the problem cannot be solved quickly enough, Javlin will at a minimum provide workaround as an interim solution while working on a permanent fix.
Clover Knowledge Forum - forum.cloveretl.com
Managed by Javlin support organization, the forum provides users with knowledge distilled from CloverETL discussion forum, mailing lists and Javlin Professional Services team. This forum is actively updated by Javlin' support personnel, developers and consultants.
Bug Tracking - bug.javlin.eu
The bug tracking service allows users to report and track the analysis and resolution of any problem/issue they may encounter.
Webex Session / Remote Assistance
To assist in the most efficient and expedient way, a Webex session is available virtually seating a support professional next to you.
Ticketing System - support.cloveretl.com
CloverCARE using a proven ticketing system to ensure the tracking of all customer support issues.