Clarity by Rego Support Offerings

The below items are covered by Rego within your contract to provide support for Clarity by Rego on AWS. Requests for assistance outside of this scope may be referred to our Rego consulting team.

When submitted a ticket to Rego for a covered service, you are required to submit the following information in the ticket submission. Without required information, SLAs may be voided.

• What happened?  A full description of what happened, along with screenshots if possible.

• When did it happen? Include the time zone and if the issue is recurring.

• Which users did it affect? All users, users in a certain role, users at a particular location, etc.

• What have you already done to troubleshoot or investigate the issue? Tell us what you’ve already done so that Rego can focus on the right areas.

• How can we replicate the issue?  Provide the exact steps, including the username and click-by-click guidance.

Monitoring that is covered:

• Infrastructure and System Performance monitoring

Product defects that are covered:

• Investigating perceived defects

  • Investigation of defects related to the out of the box Clarity application

• Escalating Produce Defects to Broadcom

  • Creating and handling Broadcom tickets on your behalf for Clarity Defects that will need a patch fix or to be fixed in a future release

• Implementing fixes for defects

  • Fixes include but aren’t limited to configuration, patches, and upgrades

Environment incidents that are covered:

• Issues with Out of the Box functions that are not working

• Infrastructure issues

  • Investigation of issues with the interactions of your Clarity Instance and AWS

  • Implement solutions or enter Enhancement requests

• SSO Investigation

  • How to Create a HAR File

Clarity by Rego Support Offerings 

Internal Notes: 

• Availability: 24 x 7 includes all S1 issues in Production whereby the hosting team is engaged to respond and resolve. 

• All incoming reported JIRA tickets will be triaged initially by Support team (including after hours and weekends). 

• Unlimited Upgrades (Enterprise) - Customers can request patches to be installed. 

Severity Levels 

S1: (Production Environment Only): Environment Outage, Application Down, Services Unavailable. 

S2: Performance Degradation, Login Failure, UI Issue, Integration Issue, Reporting Issue, Security Issue. 

S3: Environment Refresh, Environment Reconfiguration, Backup / Restore, Service Available with minor operational challenges. 

S4: Low Impact - No impact to service / General Inquiry 

Clarity by Rego Support Channels 
 

Please keep in mind that custom items or out of the box items that have been modified will not be covered by your SaaS contract. For these items, please escalate to your Clarity Admin or the team responsible for your Managed Support.