Support Policy and Procedures
Availability and Options
Support is available to any user who purchases or implements and supports the CLEARIFY product lines and is available in both free and paid forms.
Free Support Options
Free of charge support is available in the following forms:
- Step-by-Step Support Guides
- Linked Guides for Fixing Synch Issues
- Interactive Ticket Support
Paid Support Incidents
Paid Support is available for call back or login situations @ 149.00 per incident (Support Incident). It is provided on a call-back basis only and is requested and procured via the Interactive Ticket Support option. Phone support is not available on-demand.
Defining a Resolved Incident
Generally, a Support Incident is resolved when the person requesting support receives one of the following:
- Information that resolves the problem
- Information on how to obtain a software solution that will resolve the problem
- Notice that the problem is caused by a known, unresolved issue or an incompatibility issue with a Supported Product
- Information that identifies the problem as being resolved by upgrading to a newer release of the Supported Product
Response Times
CLEARIFY will make concerted efforts to respond to a technical support request within a short and reasonable time but does not guarantee that a response will be provided within a specific time period. A response should never be more than 24 hours.
Current Release Unless Otherwise Specified
All Supported Products must be at their most current release level.
Exclusions Unless Otherwise Specified in Writing
CLEARIFY will not provide technical support relating to problems or issues arising out of or from (a) using a single-user version in a server environment (b) issues that could be resolved by installing the latest release (c) the use or modification of QQube in a manner for which the Supported Product is not intended to be used or modified; (d) third-party products or technologies and their effects on, or interactions with QQube; (e) use of a computer system that is incompatible with a Supported Product.
Customer Responsibilities – General
To receive support technical support, customer must be registered with the CLEARIFY support community using their unique ID. Customer will cooperate with CLEARIFY when seeking technical support by providing information necessary to assist CLEARIFY diagnosing an issue. Customer will not disclose to CLEARIFY confidential, proprietary or any information that is subject to intellectual property rights that may expose CLEARIFY to liability. Customer will have a reasonable understanding of the Supported Products for which it seeks technical support and the computer system that it is operating on.
Customer Responsibilities – Technical
We do not perform installations directly whether for potential or actual customers. IT functions such as setting up dedicated synch users, assigning permissions, and scripts for server restarts, are under the purview of the customer, their IT staff and/or their contracted IT staff.
Remote Access
CLEARIFY may provide Support Services via Internet remote access, whereby it will access, and if permitted by Customer, control and gather information on Customer’s computer through the installation and use of remote access software. Installation and use of the remote access software by Customer indicates its permission for CLEARIFY to provide Support Services in this way. All or portions of the remote access software files may remain on Customer’s computer after the Support Service session is finished. While remote access Support Services are provided, CLEARIFY will only access, control and gather information on Customer’s computer that it reasonably believes is necessary to analyze and provide assistance for the Support Incident. CLEARIFY recommends that Customer close all files and applications that are not pertinent to the Support Incident. The remote access software or the features of Customer’s computer will allow Customer to terminate the remote access Support Service session at any time. Important – CLEARIFY may be obligated as a matter of law and policy to report to law enforcement certain images if viewed during a session.
Breach of the Agreement – Failure to Abide
If you fail to abide by these terms CLEARIFY may remove your submission. CLEARIFY may also send an email that informs you that your Submission has been deleted or edited. Repeated inappropriate Submissions may result in your relevant account or accounts being placed into temporary or permanent suspension of your ability to participate in any or all of the areas on the Site. Offensive or inappropriate content: If you post or send offensive or inappropriate content anywhere on or to the Site or otherwise engage in any disruptive behavior which CLEARIFY considers to be serious and/or repeated, CLEARIFY may use all available information about you to stop any further infringements. This may include informing relevant third parties such as law enforcement authorities.
CLEARIFY reserves the right to delete any Submission, or take action against any account, at any time, for any reason.
How to Contact Us
If you have any questions or concerns regarding the Support Policy related to our website, please feel free to contact us at the following email, telephone number or mailing address.
Email: legal@clearify.com
Telephone Number: 832-778-4435
Mailing Address:
CLEARIFY®
1321 Upland Dr #2135
Houston, Texas 77043
USA