SUPPORT
We offer a range of support level options to meet your specific needs through our System Support Agreements. We can provide support during normal business hours during the week, extended business hours, and include weekends and holidays all the way up to 24 x 7 x 365.
The CLS technical support team is dedicated to providing our customers with excellent support. Our support team is comprised of the same technical staff that installs our systems. Everyone in our support team is a CLS employee and is located in the United States. CLS does not outsource our support and we do not provide support through an off-shore group.
We assign to each customer a primary and secondary technical support person who is familiar with your system; they typically are from the team that installed your system. Our entire support team provides additional assistance as needed to ensure you get exceptional support.
Telephone and email support to Customer’s Primary and Alternate technical contacts as listed in the Software Support Agreement and access to the system via high-speed remote access (e.g. VPN) to:
- Answer questions regarding InfoShip capabilities and functionality.
- Debug and resolve operational issues of the Software, including custom scripts, Behaviors, Mappings, PropertySets, Dialogs, and Documents.
- Debug operational issues with existing hardware used on the system.
- Debug operational issues with existing third party software used on the system.
- Priority access to CLS technical support staff for after hours emergency support.
