This Support Policy details policies and procedures under which ClickHelp AM
LLC (the “Company” going forward) provides support services for its products
(“ClickHelp”) to its Customers and describes what support you can expect from
us when using ClickHelp.
Available support resources
Helpdesk support
|
Sign up for a free account
here.
Read more below.
|
Email support
|
Contact
support@clickhelp.com 24/7.
|
Online documentation
|
User Manual available
here
and Knowledge Base available
here.
|
Infrastructure status page
|
Server uptime and status updates
here.
|
Maintenance notification subscription
|
Subscribe on the
status page.
|
Phone support
|
Not available. |
Live chat
|
Not available. |
Support hours and SLA
Customers may submit, view, and manage support requests in the
Technical Support Center 24/7.
We process all incoming queries 24/5 for standard and 24/7 for
critical scenarios.
The Company shall use commercially reasonable efforts to respond to the
Customer's inquiry within the response times below:
ClickHelp Pricing Plan
|
First Response Time SLA
|
Professional
|
24 hours
|
Growth
|
36 hours
|
Starter
|
48 hours |
The SLA times listed above are the time frames in which you can expect the
first response and are not to be considered as either an expected
time-to-resolution or a time to receive consequent responses in a case.
Communication types
All Customers can access our ticket-based support system by signing up for a
free account in our
Technical Support Center
to submit, view, and manage technical support requests.
Alternatively, Customers may submit new cases by sending emails to
support@clickhelp.com. They can
later create an account in the Technical Support Center with the same sender
email and gain access to the previously created cases.
When using the Technical Support Center, it is possible to share cases with
other people or even set up company-wide access so that selected persons can
see all communication happening in support cases and participate in it. You
can contact Technical Support if you want company access set up.
Incoming query types
When submitting a case, a Customer may indicate — by explicitly stating it —
that they're submitting an issue report or an enhancement request. The support
engineer may also categorize the incoming query as an issue report or an
enhancement request in accordance with internal standard operating procedures.
Issue reports
The Company will make its best effort to resolve any issues to your
satisfaction as quickly as possible. In the meantime, the Support Team will
help with workarounds whenever possible and log issues into the internal
issue-tracking system.
The Support Team will use commercially reasonable efforts to reproduce the
issue. To help them troubleshoot and assist with any issues, the Customer
shall provide as much detailed information as possible.
In most cases, Customers can expect the following timeline on the resolution
of issues they have reported:
-
Critical issues will generally be fixed in the next maintenance release.
-
Non-critical issues will be scheduled according to a variety of
considerations.
Improvement requests
Suggestions may relate to the addition of features or the improvement of the
existing ClickHelp functionality. The Company will consider these requests and
assess them based on multiple criteria. However, the Support Team cannot
guarantee that every enhancement request will be implemented and often cannot
provide ETAs for implementation — it's up to the Dev and Product teams to
review those requests when they are working on a new release planning.
Portal configuration change requests
All queries that concern particular changes to the portal configuration,
like changing the portal name or transferring administrator permissions from one
user to another, must come from the portal administrator's email.
Limitations and exclusions
In the scope of the Technical Support services, the Support Team does not
provide or offer:
- Any services from the Paid services list below.
- Development and implementation consulting.
- Support in languages other than English.
- On-demand screen sharing sessions.
- Phone and video calls.
The Company is not responsible for:
-
Problems arising out of changes and/or interference from third-party
services and products.
-
Errors or defects that are not reproducible by the Support Team or that do
not materially affect the operation of ClickHelp.
-
Customer's equipment, software, network connections, or other infrastructure
that is outside of the Company's control.
-
General Internet problems, force majeure events, or other factors outside
of the Company's reasonable control.
Paid services
Below is a list of paid services offered by the Company which are outside of
the Technical Support service scope:
-
Branding Services, including content styling.
The technical support scope is limited to occasional content styling
questions or individual branding questions. Support Team can only provide
small typical examples that take commercially reasonable time to develop.
Complex branding assistance is not provided in the scope of Technical
Support.
-
Product Training.
Support Team may offer a piece of advice in the question-answer format for
some individual queries, but the structured training is not provided in the
scope of Technical Support.
-
Content migration and cleanup.
Support Team may offer a piece of advice in the question-answer format for
some individual queries or provide small typical examples that take
commercially reasonable time to develop.
Calls and screen sharing sessions
Support Team does not offer calls and screen sharing sessions on demand.
The support engineer may suggest a call to improve the progress of a ticket.
You may also request a call if you feel one is needed. Either way, the
decision to conduct a call always rests with the support engineer, who will
determine whether a call is necessary and whether we have sufficient
information for a successful call.
Once the engineer decides to schedule a call, they will:
-
Send you a link to our scheduling platform through your ticket or, in case
of emergency, a direct link to start the call.
-
If necessary, an engineer will update you through the ticket with an agenda,
the purpose of the call, and a list of actions you must take to prepare for
the call.
Please note:
- The tech support screen sharing session is limited to 30 minutes.
-
The call will end as soon as the stated purpose has been achieved or the
time limit has been reached, whichever occurs first.
Support case resolution
When a Customer believes that their query has been addressed, they can
manually mark the case as resolved — i.e., close it — through the Technical
Support Center on the case screen. Alternatively, if the conversation is
happening over email, the Customer can notify the support engineer that the
matter has been settled, and the engineer will close the ticket.
At any time throughout the communication, the engineer may mark the case as
resolved if they consider the query addressed while notifying the Customer
about this decision. If the Customer has any additional questions for the same
query or considers the matter unresolved, they may reply to the same thread,
and the case will be automatically reopened.
If a Customer does not respond to an open ticket that has been pending on
their side for 10 days, the ticket will be automatically closed.
Changes to support policy
The Company may, at its discretion, change this Support Policy at any time
based on standard market practices and the development of the product.