Synchronized Commerce Service 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 Service 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. Standard Core Support hours are from 7:00am to 4:00pm Central Time.
  • 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.

The Synchronized Commerce Service Quick Start Guide has been designed such that most users can install the product without any additional assistance. However, if you do encounter a problem, Cleo's Technical Support Analysts are available to provide assistance via phone or email.

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 Service Training & Consulting.

 

 

Synchronized Commerce Service Support Subscriptions are available for an annual fee. To purchase or renew an annual subscription, upgrade to Gold level support, purchase a support option, 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.