Cheetah Free Support


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 24×7. 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 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.


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: 

PriorityDescription (depicts how the platform is behaving)
 P1 – CriticalComplete platform or critical functionality interruption  |  no platform availability | any security incident.(e.g., the platform is down)
 P2 – HighCritical 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 – MediumNon-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 – NormalGeneral 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 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.



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.


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

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


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

 1st LevelManager, Global Support
 2nd LevelDirector, Global Support
 3rd LevelSVP, Global Support


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


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


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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