»»  Support

Support contracts for licensed and hosted solutions are available on a per-site per-year basis. They include online phone support and periodic product upgrades.

Clear Path Labs also provides sales and marketing and sales support for resellers.

  • Lead sharing with other reseller partners
  • Seminar materials and support
  • Voice and video conference support
  • Training materials and support

Telephone Support Options
  • Clear Path Labs offers “standard” telephone assistance during Clear Path Labs normal working hours on a five-day-a-week basis; 8 am to 5 pm Mountain Time US (GMT-8:00).
  • Clear Path Labs also offers 24 hour, 7 days per week technical assistance for customers who want around the clock coverage. This is available as an extra-price option.

Electronic Mail Support Options
  • Clear Path Labs electronic mail assistance is available during Clear Path Labs working hours on a five-day-a-week basis; 8 am to 5 pm Mountain Time US (GMT-8:00).

Response Time

The guaranteed response time during normal business hours is 4 hours.

Guaranteed response time for service and support calls after normal business hours varies:

  • If customers purchase 24 hour/7 day per week support, response time is 4 hours.
  • Otherwise, after-hours response time is 16 hours.

Support Staff

Clear Path Labs support staff are located at 200 W. Mountain Ave., Fort Collins, Colorado, 80524.

Our staff can remotely troubleshoot and diagnose application problems

Our highly skilled staff offers remote trouble-shooting and diagnostic work through telephone support, VPN access, Web cast, and electronic information sharing. Customers provide access to Clear Path Labs via VPN so Clear Path Labs support personnel can obtain remote access to the necessary systems for effective troubleshooting. Using remote access methods, Clear Path Labs diagnoses difficult problems much more quickly than by traditional telephone support alone.

We prioritize technical support calls

The Clear Path Labs staff prioritizes support calls to offer maximum support to all customers:

  • Priority 1 – System crash or application not working
  • Priority 2 – Major application component issues or handheld problems
  • Priority 3 – Single application feature or button
  • Priority 4 – Requests for explanations, training, new releases, or enhancements

Note: If the staff cannot return a call immediately, they will respond to calls and e-mails in the priority order received.

Marketing and Sales Support

Clear Path Labs believe in our resellers and depend on them to sell our products. That’s why we go out of our way to give resellers the marketing and sales support they need.