Synchronized Commerce Catalog 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 are ready to assist you.

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 Synchronized Commerce Catalog 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 FAQ's and Documentation. Cleo's website includes detailed product and compatibility information as well as FAQ's and Technical Bulletin listings.

Cleo Technical Support Service operates on a callback basis. Once your information is verified, you will be contacted with an estimated wait time and verification that you will be available for a callback in that time frame.

Gold Level Support

This enhanced level of service provides live pickup to our Technical Support Team with a quicker turn around time. Gold level customers are provided with a toll free phone number to access support during normal support hours. Our Technical Support Analysts will provide Gold customers with the highest level of support.

Value-Added Services

Some customers may require additional assistance either during the installation or implementation process. Cleo offers a complete package of optional, value-added services to ensure your data synchronization success. These services are available for an extra fee. Examples of value-added services include:

  • A step-by-step walkthrough of installation, configuration and setup of Licensed Product(s)
  • Installation or operation on a non-supported operating system
  • Quick Start Program
  • Custom Data Mapping
  • Backend Integration
  • On-Site Training

Training & Consutling Services

Cleo offers several remote and onsite consulting programs from basic UCCnet and GTIN education to detailed UCCnet implementation planning, custom data mapping, back-end integration, process management, and more. Cleo's training and consulting programs provide you and/or your team with the customized assistance required to ensure success in your unique business environment. Link to details: Synchronized Commerce Catalog Training & Consulting.

 

Synchronized Commerce Catalog Support Subscriptions are available for an annual fee. To purchase or renew an annual subscription, upgrade to Gold level support, purchase firewall support, 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 Servics PDF.