Service Definitions. What do they mean?

Service Credit

A 'Service Credit' is a rebate given to the Client in the event of extended Unscheduled Downtime. The amount of the Service Credit is displayed in our Service Level Agreement.

Resolution Time

'Resolution Time' is the time taken for Claritum's Support Services to resolve and close a Service Request. Please note that resolving a Service Request may be through training, fixing a problem, creating a Feature Request or closing the Service Request due to it not remaining a requirement. Claritum's Resoultion Time is measured under our Service Level Agreement.

Response Time

'Response Time' is the time taken for Claritum's Support Services to respond and acknowledge a Service Request. Please note that this does not mean that Claritum has started work to resolve a Service Request. Claritum's Response Time is measured under our Service Level Agreement.

Maintenance 

'Maintenance' is the ongoing process of continual improvement of the Claritum platform. It covers fixing problems, streamlining workflow and adding new capabilities. Maintenance releases are free and provided as standard for Claritum Clients.

Scheduled Maintenance

'Scheduled Maintenance' (or 'Scheduled Downtime') is the period of time that the Claritum platform is unavailable for use due to scheduled / planned maintenance. It is calculated by Claritum based on server availability. Scheduled Downtime does not entitle the Client to Service Credits under Claritum's Service Level Agreement.

Scheduled Downtime

'Scheduled Downtime' (or 'Scheduled Maintenance') is the period of time that the Claritum platform is unavailable for use due to scheduled / planned maintenance. It is calculated by Claritum based on server availability. Scheduled Downtime does not entitle the Client to Service Credits under Claritum's Service Level Agreement.

Unscheduled Downtime

'Unscheduled Downtime' is the period of time that the Claritum platform is unavailable for use due to an error or problem. It is calculated by Claritum based on server availability. Unscheduled Downtime may entitle the Client to Service Credits under Claritum's Service Level Agreement.

Uptime

'Uptime' is the period of time that the Claritum platform is available for use. It is calculated by Claritum based on server availability. Uptime is based on a per-centage of total time (24 x 7 x 365) so a 99.9% Uptime equates to 362.5 days of availability in any one year. Claritum provides an Uptime Guarantee within our Service Level Agreement. 

Release

'Releases' are updates to the Claritum platform. Claritum updates provides minor updates to the platform regularly (typically between 6 - 10 per year) and a major update usually once per year.

Sandbox Platform

The 'Sandbox' (or Evaluation) platform is the software platform that users use for training and evaluation of the Claritum sourcing, procurement and invoicing platform. The Sandbox platform mirrors the Live platform.

Live Platform

The 'Live' platform is the software platform that users use to source, procure and invoice products and services. This is different to the 'sandbox' or 'evaluation' platform used for training and evaluation.