Contact Clearpath Support
Contact Information
Address
Bundesplatz 3, 3003 Bern, Switzerland
Phone
+41764762351
support@clearpathup.com
Get in Touch
Frequently Asked Questions
To report a bug, please use our support portal or send an email to support@clearpathup.com. Include a detailed description of the issue, steps to reproduce it, screenshots or log excerpts if available, and any relevant environment information. The more details you provide, the faster our team can investigate and resolve the matter.
If you believe a delivery milestone was not met or the software does not match agreed specifications, submit a delivery dispute through our portal or via email. We will review the project documentation, engage in an open discussion to clarify expectations, and propose a path forward. Our process is designed to identify discrepancies, communicate findings, and work collaboratively toward a satisfactory outcome.
Our team aims to acknowledge all inquiries within one business day. For detailed investigations, we will provide an initial assessment within three business days and keep you informed of progress as our technical specialists analyze the report and determine the appropriate resolution steps.
Our Dispute Resolution Process
At Clearpath, we recognize that disagreements over software delivery or unresolved defects can disrupt your workflow. Our structured dispute resolution process ensures every concern is handled with transparency, precision, and respect for the client relationship. We ask that clients supply detailed information, including environment configuration, timestamps, and reproduction steps for any reported defect. Early engagement allows us to align on expectations, verify project scope, and establish achievable timelines for investigation. Throughout the assessment and remediation phases, Clearpath maintains clear communication, providing regular updates on findings, recommended fixes, and possible interim workarounds. By focusing on collaborative problem solving and thorough documentation at each stage, we aim to bridge any gaps between delivery outcomes and client expectations, restoring confidence in the software solution.
Step 1: Issue Logging
When you encounter a software defect or delivery discrepancy, start by logging a comprehensive incident report through our support portal or by email. Include essential details such as error codes, log snippets, environment specifications, and the exact sequence of actions that led to the issue. If the concern relates to missed deadlines or deliverable contents, refer directly to the project agreements or milestone documentation. Providing complete context enables our engineers to perform a focused analysis without delays. In some cases, we may request additional materials like database dumps, configuration files, or access to development branches to validate the problem. This initial step is critical in establishing a clear, documented starting point for efficient investigation and resolution planning.
Step 2: Assessment and Communication
Once your report is received, our technical specialists conduct a thorough assessment to identify root causes and determine the scope of impact. This process involves code review, environment replication, and log analysis by engineers familiar with your deployment setup. We categorize the issue based on severity, allocate the necessary resources, and then share a concise summary of findings. Throughout this phase, we maintain open channels for questions or supplemental information. If the situation warrants deeper collaboration, we convene a focused meeting with relevant stakeholders to align on corrective actions or interim measures. By keeping communication transparent, we ensure you are informed at every milestone and can provide input to guide the resolution strategy.
Step 3: Resolution and Follow-Up
After completing the assessment, we propose a comprehensive resolution plan that may include urgent patches, code adjustments, or reconfiguration of services. Each plan outlines the required steps, estimated timelines, and any recommendations for minimizing operational disruption. We coordinate with your team to schedule implementations during suitable windows and then validate the effectiveness through targeted testing and live environment monitoring. Following deployment, we collect your feedback to confirm that the issue has been fully addressed and that the software aligns with the agreed specifications. Finally, we issue a closure report summarizing the activities undertaken and offer suggestions for preventing similar situations in the future.
Why Choose Clearpath for Issue Resolution
Our Commitment to Collaborative Support
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