Specializing in Support and Service Software

Dovetail’s Clarify Help Desk Program is the most advanced and complete third-party support offering available for Clarify licensees. Staffed by highly experienced technicians and backed by a team of senior software developers who have intimate knowledge of Clarify software code and architecture, our program is well qualified to handle the tough problems that often arise when operating complex, mission critical customer support systems found in today’s large enterprises.

It was through supporting our customers while they transitioned to Dovetail Products for Clarify that our ability to provide exceptional Clarify application support (shaped by years of innovating solutions for Clarify users) was fully realized. In 2006, Dovetail officially began offering our Help Desk Program to all Clarify licensees.

At Dovetail, our business is helping customers implement enterprise solutions for providing great customer care to their own customers. A center point of all our engagements is that great customer care comes from a customer centric attitude throughout the company as well as a versatile infrastructure to support it. Long ago we decided that there is no better place for us to practice what we preach than in our own customer support programs. Through this, we are constantly learning about ways to improve so that we can make our own products better as well. Our customers reap the benefits. 

Program Highlights

Our Help Desk Program provides a complete set of customer support resources for finding answers and tracking problems from notification to resolution. Basic support provides coverage during your business hours (8am-5pm) with access to all of the resources provided through the Help Desk Program. Customized extended hour support programs are also available based on customers' support requirements. Our service center is accessible through phone, email, or our self-service portal. An assigned account manager will become intimately familiar with your environment and meaningful SLAs provide the assurances you need that your staff will have the help they need in maintaining optimal system operations.

At Dovetail, our emphasis is on solving problems carefully, quickly, and with common sense. Our goal is to provide problem resolutions that have minimal impact on your operations as well as your budget. With Dovetail’s Clarify Help Desk Program, you will have confidence in making the enhancements to your system that are necessary to keep pace with changing business requirements.

Below highlights the specific features of Dovetail’s Clarify Help Desk Program:

• Responsive and Insightful Problem Resolutions
• Support of the Entire System, Including Configuration, Customizations, and Integrations
• Performance Tuning Support
• Assigned Support Account Manager for Better Continuity
• No Clarify Version Upgrades Required
• Searchable Knowledge Base
• Unlimited Cases
• Annual Site Review
• Available 24/7

Fast, Meaningful Answers to Urgent Issues

Dovetail commits to you in the form of a service level agreement to provide a first response from a skilled technician who is capable of solving your problem without engaging other resources. You will receive prompt problem resolutions and comprehensive answers to questions – guaranteed.

Preparation and Preventative Care

Dovetail conducts site reviews of our Help Desk customer’s Clarify systems annually to help ensure the most appropriate and expeditious solutions to reported problems. The review updates our record on your current environment configuration, customizations, and any planned changes over the next year. This ensures that when you report a problem, we can immediately focus on the problem rather than waste precious time becoming familiar with background information. An additional benefit of our reviews is that they often alert our customers to potential problem areas, or conversely, provide ideas for improving efficiency.