Your go-live is one of the most important moments in your move to Clio Operate. When you plan a go-live, a data migration, or another large activity, tell us in advance so we can put the right support in place. Give us at least 14 days' notice and raise the request through the support portal.
The same process applies to major activities at any time, not only at go-live.
When to ask for extra support
Ask for extra support whenever you are planning an activity that is larger than your day-to-day use of Clio Operate, or that falls outside normal working hours. This includes:
- Go-lives and phased go-lives, especially where a large number of users start at once.
- Data migrations, bulk imports, or large data loads.
- Environment changes, such as clear-downs or resets.
- Integration testing or other work that puts unusual load on the system.
- Anything happening over a weekend or outside normal working hours.
- Anything you consider large or unusual, even if the details are not yet firm.
If you are not sure whether your activity needs extra support, tell us anyway. We would rather know early and confirm that no extra cover is needed than find out on the day.
How much notice to give
Give at least 14 days' notice for any activity that needs extra support. Earlier is better.
Notice matters because it lets us plan and reserve the right people, including cover outside normal working hours where your activity needs it. Adequate notice is the single biggest factor in an activity running smoothly, so treat 14 days as the minimum rather than the target.
If your plans are not final yet, tell us anyway and update the request as details become clear. Early notice of an approximate date is more useful to us than a fully detailed request that arrives late.
How to raise the request
- Raise a request through the support portal as soon as you know the date.
- Include the key details:
- The date of the activity.
- The start time and how long you expect it to take.
- What you plan to do.
- The kind of support you need, for example awareness only, or active monitoring during the activity.
- Tell your Customer Success Manager (CSM) as well, so they can help coordinate on our side.
- If any details are still to be confirmed, raise the request anyway and update it as your plans firm up.
What happens next
Once you raise the request, we confirm we have received it and review what is needed. We then confirm the support we will put in place for your activity.
For larger or unusual activities, we may arrange a short call with you to plan the detail and agree how we will work together on the day.
What we can do together to make it go well
You know your firm and your timelines. We know the platform. A few things from your side help us support you well:
- Give as much notice as you can, and at least 14 days.
- Be specific about the date and what you are doing.
- Raise the request early, even when the plan is not final.
- Keep the request updated as things change.
Our aim is to get you live with confidence, knowing Clio is alongside you throughout.