Table of Contents
Welcome
We are a Saas platform that provides a unique, innovative, and data-centric marketing solution with one focus in mind: to help you identify, understand, and motivate your customers based on monitoring their behavior and providing you with the insights to make them even more loyal.
Who do you contact if you have a question? Where can you find answers to your burning questions?
This guide is intended to put you at ease and educate you on how to engage with us. We are composed of smart and dedicated professionals who are here to offer answers and solutions for your critical business needs.
This handbook is your guide to getting support. It will outline our policy, provide instructions on generating tickets, and help us work together to ensure your needs are met.
Thank you for your careful review of this guide. Please keep it accessible for reference.
Support Policy
Introduction
At the end of the day, we have you covered. Between the Clutch support site (https://support.clutch.com), the AskSupport ticketing system, and our on-hand support team members, we’re here to help support your needs.
Our goal is to make sure that all of your questions, requests, and issues are met in a timely and satisfactory manner. As requests come in, we prioritize them based on time, urgency, importance, and need, while at all times trying to resolve them in a timely fashion. Every touchpoint is important to us, and we maintain our commitment to you to investigate and resolve each in a timely manner.
Maintenance Windows
*Disclaimer: These are our general guidelines. For a more definitive understanding of our SLA as it pertains to your brand, please consult the definitive agreement signed by you and Clutch.
System Performance and Uptime
Our standard maintenance window is 12 AM EST to 5 AM EST, Fridays and Mondays.
Support Category Definitions
Priority Level | 1 – Critical (unable to complete any transactions) | 2 – Urgent (isolated incident) | 3 – Minor Problem (general SLAs) |
Priority Level Definition | A problem that critically impacts Client’s ability to do business. A significant number of users of the system and/or network are currently unable to perform their tasks as necessary. System and/or network is down or severely degraded. | A problem that impacts the Client Customer’s ability to earn rewards, the severity of which is significant and may be repetitive in nature. A function of the system, network or product is impacted. | A minor problem that negligibly impacts the End User’s ability to do business. Also includes questions and/or general consultation. |
Initial Response by Clutch to Client | 2 hours* | 4 business hours | 8 business hours |
Clutch’s Status Updates to Client | Hourly | Daily | Weekly |
Clutch’s Targeted Resolution Time | 8 hours | 5 business days | 1-5 business days |
For all issues including Critical Issues, use our support ticketing site for immediate escalation.
Support vs. Development
At Clutch, we receive a lot of great feedback and questions. We are constantly evolving our platform and service offerings, and love when our clients, the users of our platform and services, provide us real-time and real-world feedback on the features that would enable them to do their jobs easier and more efficiently. However, not every great request we receive can we take action on.
Where possible, we do our best to accommodate changes to our platform or to a specific client’s platform instance. However, we delineate the difference between a bug and a feature request.
- Something Inoperable: An element of the platform provided to you doesn’t work. Please let our Support Team know, and we will get a ticket generated, prioritized, and executed as quickly as we can.
- Something Added: An added feature or permission that exists and Clutch is able to provide. We will do our best to accommodate your request in a timely manner. Some added features are subject to additional fees.
- Something Desired: An added feature or permission that doesn’t exist. We will take your request under advisement and iterate on it internally, but we cannot promise its ultimate delivery. Some desired features are subject to additional fees.
Getting Support
Introduction
Clutch is a self-service platform with information available to help you navigate the functionality and deliver on your business goals (See the Clutch Support Site for additional information). For needs where the Portal or Virtual Terminal doesn’t deliver, the Clutch Support Team is available to assist you. Submitting a support request via email or phone creates a corresponding ticket for follow up by the Clutch team (and sends you an automated response confirming receipt). We’re sensitive to the level of urgency of your request and will always communicate the status and most efficient resolution to set appropriate expectations. More complex requests may be constrained by the available functionality and may also require additional follow up to confirm alignment on the expected outcome.
Where Do I Start?
Clutch Support Site (https://support.clutch.com/knowledge-base/training-links/)
Before contacting Support, we ask you to visit our support site (via the link above or the quick links below) to find answers and “How To” instructions regarding Portal and Virtual Terminal functionality.
Quick Links
- How to Create a New User
- Void Issuance or Redemption
- How to Look Up a Customer
- Accounting Reports
- Mobile Messaging
- Email Messaging
Submit a Support Request to Support
- Don’t email individual team members – Submitting a support request via our support portal is our best practice to organize the assistance needs of our clients. It is how we track all open requests, provides transparency through our entire organization (so the right resource can work with you), and prevents a single point of failure in case individual Clutch team members are out of office.
- Did you submit a ticket? Click the link here and follow the instructions to track your ticket’s progress to resolution.
Did you receive an automated response to your request confirming receipt? The automated response is sent in real-time, but some clients don’t receive the automated response. Please feel free to follow up with another email message if you have additional questions or information about your ticket.
Support Request Details
When should I reach out for help?
You should submit a support request if you’ve first visited the Clutch Support Site and are unable to resolve your current need with the information available. The Clutch Support Site contains all of the Clutch team’s best practices, and step-by-step instructions for using our Platform and Virtual Terminal.
How to submit a Support Request
Simply submit a request here with details about the challenge you are experiencing. Provide as many details as possible.
Support Request Updates
Create an account and login to review outstanding tickets that your email address is associated with either as a “Reporter” or “Requested Participant”. Don’t have an account? Follow the link here to create one.
Resolution Expectations
When you submit a request via our ticketing portal, you will receive an automatic response that your request was received.
Within eight (8) business hours of your submission, one of our dedicated team members will acknowledge your request and may ask for more information. Most tickets can be successfully resolved within sixteen (16) business hours of submission.
More complex requests take longer, due to the restraints of available Portal functionality. These requests are mostly resolved through additional support from the internal Clutch team. In these scenarios, the team will communicate the resolution and an expected time frame for completion.
Quick Reference Guide
Submit a Ticket | Email | Knowledge Base |
 |  |  |
Sunday-Saturday We will respond to | M-F 9am-6pm EST Sat-Sun & after-hours monitoring for Critical Issues Asksupport@clutch.com | Available 24/7, 365 days support.clutch.com |
| Priority Level | 1 – Critical* | 2 – Urgent | 3 – Minor Problem |
| Initial Response | 2 hours* | 4 business hours | 8 business hours |
| Status Updates | Hourly | Daily | Weekly |
| Targeted Resolution | 8 hours | 5 business days | 1-5 business days |
Priority Levels
- Critical: A problem that critically impacts Client’s ability to do business. A significant number of users of the system and/or network are currently unable to perform their tasks as necessary. System and/or network is down or severely degraded.
- Urgent: A problem that impacts the Client Customer’s ability to earn rewards, the severity of which is significant and may be repetitive in nature. A function of the system, network or product is impacted.
- Minor: A minor problem that negligibly impacts the End User’s ability to do business. Also includes questions and/or general consultation.
Other Ways to Contact Us
While submitting a ticket through our ticket portal is the most efficient way to contact us, if needed you can also email us at Asksupport@clutch.com or call us at 888-541-6789.
