Cleo Complete Advantage Suite Support Services

Obtaining the right software is only the beginning of a complete solution. Ensure you stay up and running with Cleo's technical support services. Our highly-trained technical support analysts have been helping customers for years.

Support Subscriptions

Cleo’s Annual Technical Support Subscription includes the following:

• Technical Support via Telephone, Web Request, E-mail, and Fax
  Cleo’s Technical Support Staff is available for resolving installation, configuration, and operational issues associated with the Integration Server product. Voicemail, web requests, e-mail, or fax messages will be responded to by the next available Support Analyst in the order they were received, during normal business hours. Note: Customer may be required to upgrade to the current version for support.
• Free Software Upgrades to the current release.
• Web site access to our Knowledgebase and Documentation. Cleo's website includes detailed product and compatibility information as well as Knowledgebase and Technical Bulletin listings.

The Installation Guide has been designed for the initial installation. Cleo's Technical Support Analysts are available to provide assistance via phone or email.

Platinum Level Support

In addition to the Core Support Services, the Platinum Level provides live pickup to our Technical Support Team with a quicker turn around time of 2 hour. Platinum level customers are provided with a toll free phone number to access standard support during normal business hours. Additionally, for ‘Production Down’ situations, we also provide access to after hours support 24 hours a day, 7 days a week. Our Technical Support Analysts will provide Platinum customers with the highest level of support.

Value-Added Services

Some customers may require additional assistance with the installation and/or configuration process. For these customers, Cleo has additional services. Again, most customers do not require these services, but Cleo offers them for those who do.

Support Subscriptions are available for an annual fee. To purchase or renew an annual subscription, upgrade to Platinum level support, purchase additional services, or request a consulting services quote, please contact your Cleo Sales Representative by calling 1.800.233.2536 (in North America) or 001.815.654.8110 (International). You may also email questions to salesil@cleo.com.

For a complete explanation of Cleo's Support Services, including definitions, escalation levels, and exclusions, please view the Cleo Support Services PDF.