Help Desk
Live Updates
Clearcast Website
Help Desk
Live Updates
Clearcast Website
New to Clearcast
The Library
Clearance Help
Supers and Flashing
Delivery
Subtitling
Helpful Services
FAQ and User Guides
Want to ask us something?
Clearance FAQs
The Library FAQs
The Library General FAQsHow Do I Create a Clock Number and Slate?Using Auto-Ingest on The Library - for MACUsing Auto-Ingest on The Library - on PCHow do I Notify my Uploaders via The LibraryWhat Should I Name my Campaign?How to Fast Track your Clocked AdWhat does the QC statuses mean?How do I Use an MFA for The Library?How Long Should it Take to Upload My Video?What Metadata for a TVC Does The Library Need?Can I Create Parent and Child Files in The Library?What Does 'Intentionally Quiet' Mean?What is Audio Description?The Library Out-of-Hours ServiceLibrary Users - Terms and Conditions
Clearcast Delivery FAQs
Clearcast Subtitling FAQs
Clearcast Training FAQs
The Library User Guides
Technical Specifications
Export Guides
Legal

The Library Out-of-Hours Service

The Library will be monitored and supported 24/7 and 365 days a year.

This will be possible due to the First Line Support available between 9:30am to 5:30pm Monday to Friday (ex. UK Bank Holidays) and the Out-of-Hours Support who will monitor the helpdesk between the hours of 5:31pm and 9:29am. Between the two support groups, the Library users will always have a speedy response to their questions or concerns. 

The online support portal is the best and first place users should turn to for a question, as there are multiple articles that will answer most questions along with screenshots and guides as to solutions. If a user's question isn't answered or they need more specific guidance, they should contact help@clearcast.co.uk first, as creating a ticket ensures a timeline is created, and should the users query be unresolved by the time the next support group takes over, a ticket can be more easily handed over to the other team. Should users prefer to speak to someone, however, the support contact telephone number is 0207 339 4800. 

  • The Library 1st line Support will provide a service between 9.30 am and 5:30 pm Monday to Friday (excluding UK bank holidays).
  • Clearcast Out-of-Hours support for the Library will monitor the online portal and will take ownership of incoming issues and queries, between the hours of 5:31 pm and 9:29 am.
  • Users who experience issues should first be directed to the Clearcast online support portal help.clearcast.co.uk.
  • Users will have a centralised support contact telephone number 0207 3394780. However, creating and sending a ticket to help@clearcast.co.uk will ensure a timeline is created which is important for handover.
  • All calls received will be recorded into helpdesk tickets. This will allow Clearcast and our Clearcast Out-of-Hours team to support a clear overview and handover, if need be. 
  • Users can access our online help desk which has information such as FAQs, user guides, droplets for file types, and videos at https://help.clearcast.co.uk/. 
  • Clearcast 1st Line Support will escalate issues that can’t be resolved to Second Line through our online support portal.
Powered by Product Fruits