Legal

Cheetah Free Support

Provides information about our basic customer support package and what it entails.

Cheetah Digital is dedicated to providing all Cheetah customers with responsive, high-quality assistance to inquiries regarding the use of The Customer Engagement Suite. Our goal is to optimize for reliability and performance by providing effective assistance when, and if, incidents occur.

 

Cheetah Customers with basic service level requirements are entitled to Cheetah Digital Free Support out of the box. Free Support users have 6AM - 6PM (in their local language) access to support resources via the Cheetah Digital Support Portal and 24x7 access to the CES Help Center and Knowledge Base. Response times for submitted support tickets range from one hour to two days depending on the level of severity, and all support cases can be escalated by users as situations dictate.

 

We encourage all customers to contact Cheetah Digital via the Support Portal; Monday to Friday 6:00 AM to 6:00 PM (Customer Local Time)

 

Features

 

  • Free with all active Cheetah Digital subscriptions.

  • Answers to questions about specific features, options, and configurations.

  • Initial and high-level suggestions regarding the appropriate usage, features, or solution configurations for the particular type of reporting, analysis, or functionality in connection with Severity 1-4 incidents.

  • Isolate, document, and/or find alternative solutions for reported software defects.

  • Work with Cheetah Digital Product, Software Development, and QA staff to submit Change Requests, Enhancement Requests, and provide defect fixes for the Cheetah Digital solution as deemed necessary by our Product and Software Development teams.

  • Address questions with online or printed documentation, providing additional examples or explanations for concepts requiring clarification.

  • Access to Cheetah Digital’s online library of Support webinars and Knowledge Base via the CES Help Center.


 

Contact Mode:

Details:

Availability:

 

Tickets

Support Portal

Monday to Friday

6:00 AM to 6:00 PM (Customer Local Time)

 
 

 

 

Free Support Targeted Ticket Response Times

 

Service Level:

Contact Method:

Target Initial
Response Time:

Solution Definition
(one or more of the following):

1 (Critical)

Support Portal

1 business hour

  • Issue is resolved

  • Satisfactory workaround is provided

  • Product patch is provided

  • Fix incorporated into future release

2 (High)

Support Portal

4 business hours

  • Issue is resolved

  • Satisfactory workaround is provided

  • Product patch is provided

  • Fix incorporated into future release

3 (Medium)

Support Portal

1 business day

  • Issue is resolved

  • Satisfactory workaround is provided

  • Fix incorporated into future release

  • Answer to question is provided

4 (Normal)

Support Portal

2 business days

  • Answer to question is provided

  • Enhancement request logged

 

 

Cheetah Digital Support - Incident Guidance Levels

 

Severity Level:

Description:

1 (Critical)

Emergency Issue

Full system outage, significant performance degradation, or a condition caused by the Cheetah Digital software that creates data integrity issues making the product unusable or unavailable for all users in production.

2 (High)

Significant Business Impact

A condition caused by the Cheetah Digital software where major functionality is impacted or performance degradation is experienced. Issue is persistent and affects many users and/or major functionality.

3 (Medium)

Minor Feature / Function Issue

A component of Cheetah Digital is not performing as intended or documented. System performance issue or bug.

4 (Normal)

General Inquiries / Enhancement Request

Inquiry regarding the Cheetah Digital software; information requested on application capabilities, navigation, installation, or configuration; enhancement request.