Cleo Enterprise Networking (EN) Support

Users of Cleo's Enterprise Networking products may choose from two levels of technical support services for an annual fee:

  • Standard Support Services: Provides support 8 a.m. to 5 p.m. business day during Central US time zone
  • 24 Hour Support Services: Provides access to support personnel 24 hours a day

Standard Support Services

  • Technical Support via phone, web, email, and fax:
    Technical Support Analysts are available to assist with configuration and troubleshooting. Voicemail, web support requests, email, or fax messages will be responded to by the next available Support Analyst in the order they were received, during normal business hours.
  • Website: Cleo's website includes detailed product and compatibility information on all of our software and hardware.
  • Product Maintenance Upgrades: Contact your Cleo Sales Representative for the latest release.
  • Discounts on Product Version Upgrades: For complete version upgrades (i.e. 2.6.14 to 3.0.1), Cleo offers significant discounts to clients who currently have a support contract in place.
  • One-Year Hardware Warranty: All Cleo hardware is warranted for one year from the date of purchase.
  • Discount on Consulting Rates: Cleo recognizes the mission-critical nature of your communication needs and is available for specific questions and coding around our expertise. Our clients with support services receive a discount from our normal rates.

24-Hour Support Services

  • Include the standard services plus:
  • After Hour Support: Your support agreement entitles you to access through our 24-hour IVR, which will page a technical support person. The 24x7 support level provides standard support during normal business hours, and for 'production down' situations, it also provides access to after hours support 24 hours a day, 7 days a week. In addition, when necessary, we can schedule items after hours to assist with your needs.

For a complete explanation of Cleo's Support Services, including definitions, escalation levels, and exclusions, please view the Cleo Support Services PDF.

To purchase your technical support subscription, please contact your Cleo Sales Representative by calling +1 815 654 8110. You may also email questions by clicking here.