Legal

Cheetah Free Support

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GENERAL 

 

Cheetah Free Support will be provided to Customer's Designated Admins and Authorized Contacts (as outlined below) for those Cheetah Services in accordance with this Schedule. Cheetah will use commercially reasonable efforts to promptly respond to each case and promptly resolve each issue.  Actual resolution time will depend on the nature of the case and the steps required for full restoration.  A resolution may consist of a fix, workaround or other solution in Cheetah’s reasonable determination.

Cheetah Free Support is available 24x7. In language support is provided M-F 9:00 am – 6:00 pm local time. All other times support is provided in English.

Languages supported (timezone): English (24 x 7), Cantonese (CST – Beijing Time), French (CET), German (CET), Japanese (JST), Mandarin (HKT), and Spanish (CET).

 

DESIGNATED ADMINS AND AUTHORIZED CONTACTS 

 

Designated Admins act as a “funnel” for all account level requests (e.g., enabling/disabling free or paid for features [MI, SSL certs], FTP account creation, IP whitelisting, activate/deactivate platform users, maintenance of your Authorized Contact list, permission changes). Customer can identify between one (1) and three (3) Designated Admins.

The primary responsibilities of Designated Admins are:

  • to submit account level or general requests on behalf of the Customer;

  • to maintain the customer list of Authorized Contacts; and

  • to be knowledgeable about the Cheetah platform in order to be able to assist, as necessary, in analyzing and testing resolutions to technical issues.

Authorized Contacts can submit general requests encountered during day-to-day usage of the Cheetah Digital platform.

The primary responsibilities of Authorized Contacts are:

  • to submit general requests on behalf of the Customer; and

  • to be knowledgeable about the Cheetah platform in order to be able to assist, as necessary, in analyzing and testing resolutions to technical issues.

To ensure ongoing security (e.g. Customer being aware of all access points) of a Customer’s account, Support will only be provided to Designated Admins and Authorized Contacts identified by Customer.

 

ISSUE CATEGORIZATION LEVELS 

 

Reproducible errors that cannot promptly be resolved will be escalated to appropriate resources for further investigation and analysis.  Issues will be generally categorized and handled according to assigned priority & impact levels, as follows: 

 

 

Priority

Description (depicts how the platform is behaving)

 P1 - Critical

Complete platform or critical functionality interruption  |  no platform availability | any security incident.

(e.g., the platform is down)

 P2 - High

Critical functionality or access degradation  |  persistent/intermittent impact on platform usability  |  no reasonable workaround available.

(e.g., API, SMS, “stuck” campaigns, imports/exports, links, images, slowness, potential security incident, etc.)

 P3 - Medium

Non-critical functionality or client process degradation  |  platform available but with operational impact  |  reasonable workaround available.

(e.g., errors in data mgmt, filters, templates, reporting, deliverability, activity tracking, etc.)

 P4 - Normal

General inquiry/request  |  information on platform capabilities, navigation, installation or configuration.

(e.g., how do I..., GDPR, SSL, account activation, PW reset, data pull, un/block request, etc.)

 

Any case received via email will be categorized and worked as a P4.

 

CHEETAH’S CLIENT PORTAL

 

Cheetah will provide Customer’s Designated Admins and Authorized Contacts with access to its Client Portal, a secure web-based tool used to create, view, comment on, escalate and/or provide feedback on, Support cases.

 

REPRODUCING ERRORS

 

Cheetah must be able to reproduce errors in order to resolve them. Customer agrees to work closely with Cheetah to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, Authorized Users may be asked to provide Cheetah with remote access to their Cheetah application and/or desktop system for troubleshooting purposes.

 

INITIAL RESPONSE AND ONGOING UPDATE SERVICE LEVELS 

 

Cheetah will use commercially reasonable efforts to respond to each case within the applicable response time described in the table below. 

 

Priority Level Initial Response
P1 </= 4 hours
P2 </= 1 business day



ESCALATION MATRIX

 

The table below outlines the escalation contacts available to Customer, as necessary.

 

Level Title
 1st Level Manager, Global Support
 2nd Level Director, Global Support
 3rd Level SVP, Global Support


INCLUDED ITEMS

 

Cheetah Free Support consists of the following: 

  • 24 x 7 access to Support via phone and our client portal

  • Access for up to 3 Designated Admins

  • Access for unlimited Authorized Contacts

  • Service Level Agreement outlined above

 

EXCLUDED ITEMS

 

Cheetah Free Support does not include any of the following: 

  • Personalized Training (this is available via a Training Services engagement)

  • Assistance in developing account-specific customizations or new implementations of the Cheetah solution (this is available via a Technical Services engagement)

  • Creation, coding, and/or sending of campaigns (this is available via a Campaign Services engagement)

  • Assistance with non-Cheetah products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communication systems

 

CHANGES TO CHEETAH FREE SUPPORT

 

Cheetah may make modifications to its Cheetah Free Support from time to time at its sole discretion; provided, however, that any such modifications shall not have any material adverse effect on Customer’s Free Support

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