We can help you with matters that come up during your CHEQ experience.
- CHEQ provides 24/7 global support for Severity One (SEV 1) cases.*
- We strive to answer all your support requests within your business hours (8am - 6pm).
For critical severity issues follow the instructions in the How to Reach Support article and review and become familiar with the best practices for contacting us.
Standard Support Scope
- Product issues, bugs or other functionality problems.
- Platform account related issues.
- Product questions.
- Product enablement.
- Product or service feedback.
What Standard Support doesn't include
- Implementation issues not related to a product problem.
- Vendor code and/or functionality.
- Custom app configuration troubleshooting.
- Non-standard implementations.
- Customer website content, code or functionality.
For requests beyond the scope of standard support, the Support Team facilitates those requests to the appropriate team.
After Hours, Weekend, and Holidays
During the weekend, on holidays or after hours the team gives priority to online requests that cite business impacts such as revenue loss or the product becoming unusable and include specific, reproducible steps.
We strongly recommend that you carefully test and QA new and modified projects, tag deployments or integrations before holidays and weekends.