Support

Customer Support and Regulard Services

Our solutions include continuing customer support. There are two kinds – Maintenance and Service Level Agreement (SLA). All Clever users are entitled to support. We recommend that the users who use one of our solutions in manufacturing conclude a service contract ensuring the level of support reflecting the individual needs of their plant.

Service Type	Definition	Gold	Silver	Bronz	W/O SLA
Service Request “0”	Unplanned interruption of the IT service (e.g. loss of functionality, production shutdown), or a malfunction of IT Element critically important for the customer´s operations with no redundancy.	10 min	4 hrs	NBD	BE
Service Request “1”	The IT service or functionality of an IT Element is significantly degraded or severely limited, but there is a redundancy (operations can still run in a limited scope).	30 min	8 hrs	BE	BE
Service Request “2”	The IT service or functionality of an IT Element is limited negligibly or does not critically affect the customer´s operations.	NBD	BE	BE	BE
Change Request	Involvement of a certified specialist (specialists) from the customer in planning, implementing, checking, or running IT services within the supported IT infrastructure.	N/A	N/A	N/A	N/A
Consultation Request	Consultation with the supplier´s certified specialists on running IT services within the supported IT infrastructure.	N/A	N/A	N/A	N/A

Services Requests can be made using one of the three communication channels

Clever support system will send an automated response upon receiving your request. This confirms opening your service ticket, which is considered the start of the guaranteed response time.

Service Levels

Work on solving service requests is divided into 3 categories. This division reflects how difficult and complex the requests is and the special skills and experience necessary for its resolution.

Service Support Levels Unit Rates

Service Support L1 – customer setups and parameter changes, HW assembly

Service Support L2 – log files analysis, identifying incident causes, admin user level support

Service Support L3 – complex parameters setting, changing program behavior through partial scripts

Service Support Terminology

• BE (Best Effort) – Request solved without undue delay.
• Man-hour – one hour of work by a worker during a workday.
• Man-day – one day of work by a worker.
• Response time – Metrics defines the time elapsed from the Serivce Desk´s receiving a request to the moment the Service commences. Only the time specified in the Service Calendar to resolve the Request is included in the Response Time.
• Incident – an event causing an IT Element or Service to function in an undexpected way.
• Incident Priority – priority of the Incident is defined in the Incident Priority Chart and the SLA guaranteed response time.
• End-user device – computers and mobile devices of users, their software and computer peripheries (e.g. printers, scanners, readers).
• Contact Person – The Employee authorized to enter Requests and Accepting the solutions through Service Desk.
• Consultancy Request – request for consultation and advice on considered Change which could affect the IT systems, Elements, or services.
• Replacement Device – device with similar features (parameters).
• Request – Service request for one or more IT Elements.
  • Request may entail:
    • Service action request (IT Element crash or malfunction)
    • Consultation Request
    • Change Request
  • Request may:
    • be entered as a unique event 
    • be entered as a recurrent event
    • be a result of Administration and Maintenance of an IT Element
• Change Procedure Rules – involves the following steps: chance procedure initialization, affirming the relevance and setting the priority of the change request, evaluating the change request, accepting/refusing/postponing the change request, analyzing the change requests and and outlining the process, authorizing the execution of the change, executing the change, acceptance of the change, evaluation of the change and suggestions for improvement.
• IT Element – a device (end user device, server, or other hardware), a program (software), or a data link.
• Server Infrastructure – main parts of the infrastructure include; servers, disk arrays, tape drives, NAS devices, data backup devices, UPS for servers, LAN elements – switches, routers, Wi-Fi access points managed by a controller, firewalls, devices for managing users´ internet access.
• Service Calendar – defines the time according to which the hourly rate is set for the performed service.
• Service Request – request for Service in order to deal with an Incident.
• SLA – Service Level Agreement defining the quality and quantity parameters/metrics of Service.
• Maintenance – performing Service necessary for the correct and flawless functionality of an IT Element, or IT Service. This generally means regular checks of status and executing Changes which are repeated regularly, or are made based on the status checks. Description of activities (Changes) is in the description of the respective Service.
• Remote Management – performing activities on IT Elements which are not performed on-site.
• Remote Access – accessing an IT Element using a data link with temporary or permanent connection either from our place of business, or other place.
• Change Request, Change – request for changing parameters of an IT Element, or installing, reolcating, or uninstalling of an IT Element. Changes includes recurring activities such as backups and prophylactic measures. Changes also include administration (creating, modifying, or deleting system users and creating, modifying, or deleting their parameters or authorizations).