ClearMetrix Support

ClearMetrix
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ClearMetrix: Support

A. Initiating a Support Request

Support Channels Details
E-mail	support@HyperQuality.com
Phone	+1 (888) 510-5333 (Toll Free)	+1 (206) 494-3600

B. Hours of Support

Language	Support Type	Time zone	Days	Support Hours
English	Phone	GMT - 8 (Pacific)	7	24x7
English	Email	GMT - 8 (Pacific)	7	24x7

C. Issue Resolution - Turn Around Time

Priority	Acknowledgement		Updates		Resolution
High	Weekdays	2 Hours	Weekdays	8 Hours	Per Incident Basis
High	Weekends	4 Hours	Weekends	12 Hours	Per Incident Basis
Medium	Weekdays	4 Hours	Weekdays	12 Hours	Per Incident Basis
Medium	Weekends	8 Hours	Weekends	24 Hours	Per Incident Basis
Low	Weekdays	6 Hours	Weekdays	Per Incident Basis	Per Incident Basis
Low	Weekends	12 Hours	Weekends	Per Incident Basis	Per Incident Basis

D. Priority Classifications

Level	Conditions	Instances
High	Environmental	Network Outage \| Security Issues
High	Architectural	Application Outage \| Data Loss in Reports
Medium	Environmental	Network Degradation \| Other Performance Issues
Medium	Architectural	Application Behavior \| Data Integrity \| Other Bugs
Low	Service Requests	Rosters \| Reports \| Others
	Change Requests	Enhancements \| Feature Requests
	Q & A	General Questions

E. Other Notices
1. Customers calling into or sending an e-mail will be given a ticket number that can be later used as a reference to follow-up.

2. If Required, HyperQuality may contact the customer via phone or e-mail during and after the resolution of an issue.