What is Premium Support?
CHEQ offers Premium Support to ensure the ongoing success of our customers and accelerate their time to their return on investment. Premium Support is a subscription-based technical support service (tied to your CHEQ product license) which aims to provide enhanced levels of service in addition to standard support for your on-going and evolving needs. When subscribed to CHEQ Premium Support, a designated CHEQ technical representative is assigned to your account in order to support your team. We provide expert advice for your specific needs, use cases, and environments.
The Premium Support subscription gives you more benefits than the standard CHEQ support – specifically, you’ll receive one-on-one time with a CHEQ technical expert who will become familiar with your account and can be thought of as an extension of your team. Your assigned Premium Support representative can support your business and help you effectively achieve your goals by providing regularly scheduled assessments, advising and consulting on CHEQ best practices, delivering training, and product enablement sessions, and much more.
Premium Support allows your team to be focused more on its overall holistic success and less on the business as usual (BAU) details which is much easier when your team has access to advanced technical support. Our team has a wealth of knowledge across the industry and can ensure your account and platforms are in-line with best practices and able to quickly adapt to any changes that may need to be made. They also have direct contact with the CHEQ engineering team to provide you with insights into our product if your team needs advanced solutions.
What is not included in Premium Support?
While Premium Support is a great solution to help support you and your team with daily or weekly tasks, it should not be used for one-time scoped projects that require custom work, heavy engineering involvement, a CHEQ project manager, or has strict delivery dates. Examples of major tasks would include having a CHEQ technical consultant directly implement the Agent Intent product across your web application or projects that require fixed delivery dates or that would take place over a multi-month period. For these types of tasks, we would require a Statement of Work to be raised and it would incur a separate cost.
Additionally, Premium Support is not a 24/7/365 support model where a consultant will be on call every hour, every day. While your designated technical consultant will have their normal business hours available (that will mostly or entirely overlap with your business hours), out of hours assistance can be made available, provided it’s scheduled well in advance and agreed upon.
| Standard Support | Premium Support | |
|---|---|---|
| PLATFORM | ||
| General product questions or issues | ✓ | ✓ |
| Knowledgebase inquiries | ✓ | ✓ |
| Onboarding and training | ✓ | ✓ |
| Monthly success reports | ✓ | ✓ |
| Customer success and account manager | Scaled | Dedicated |
| Strategic discussions and insight reviews | Semi-annual | Quarterly |
| In-platform policy management review and recommendations | ✓ | ✓ |
| Initial configuration and deployment* | ✓ | |
| Direct support via your communication platform (e.g., Slack, Teams, etc.) | ✓ | |
| Threat investigations and spike alerts | ✓ | |
| Access to beta programs | ✓ | |
| On-call assistance | During consultant’s business hours | |
| Roadmap input feedback | ✓ | |
| Multi-region/global support coverage | ✓ | |
| Managed service | Scoping required | |
| Bespoke training and enablement | ✓ | |
| ACQUISITION | ||
| Guidance on implementation for standard ad platforms | ✓ | ✓ |
| URL Parameter alignment and segmentation to seamlessly integrate within CHEQ dashboard | ✓ | ✓ |
| Policy management recommendations for crawlers, suspicious signals, and client-relevant invalid traffic | ✓ | ✓ |
| Custom detection tests & blocking that meets your business needs | ✓ | |
| Conversion optimization recommendation to align with invalid user detection | ✓ | |
| Ongoing Implementation of custom ad platform connectors | ✓ | |
| Custom Google Ads IP blocking engine to fit your business needs | ✓ | |
| ANALYTICS | ||
| Configuration for standard connections | ✓ | ✓ |
| Maintenance and customization of data connections via the DataLayer, Local Storage, JS Variable, etc | ✓ | |
| Traffic Intelligence data adoption in third-party platforms | ✓ | |
| Threat intelligence reporting that meets your business needs | ✓ | |
| Advanced customization upkeep and debugging | ✓ | |
| Advanced detection calibration & policy management that meets your business needs | ✓ | |
| Maintenance of offline data connectors | ✓ | |
| Custom BI reporting solutions | ✓ | |
| Agent Intent | ||
| API best practices and recommendations | ✓ | ✓ |
| Advanced technical support & debugging | ✓ | |
| Advanced detection calibration & policy management that meets your business needs | ✓ | |
| Custom blocking & mitigation solutions | ✓ | |
| Maintenance of custom-built connectors | ✓ | |
| Managed implementation within your existing infrastructure | ✓ | |
| FORM GUARD | ||
| Initial calibration to report known IVT | ✓ | ✓ |
| Ongoing advanced detection calibration & policy management that meets your business needs | ✓ | |
| Maintenance of custom connectors & self-hosted forms outside of standard implementations | ✓ | |
| Identity Intelligence custom scoring model | ✓ | |
| Ongoing optimization of custom lead flow optimization based on risk score and threat signals | ✓ | |
| Maintenance of implementation within your existing infrastructure | ✓ | |
| MANAGE (CONTROL & COMPLIANCE) | ||
| Tag management implementation questions where an App is available | ✓ | ✓ |
| Guidance on tagging where an App is available | ✓ | ✓ |
| Cross-browser troubleshooting | ✓ | |
| Help debug and identify issues with custom tag(s) or custom code | ✓ | |
| Work directly with a vendor to implement a tag | ✓ | |
| Regular account audits and best practices review | Semi-annually or as needed | |
| Implement custom tagging solution(s) | ✓ | |
| Performance optimization suggestions | ✓ | |
| Regularly audit and resolve tag errors | ✓ | |
| ENFORCE (CONTROL & COMPLIANCE) | ||
| Gateway setup assistance and troubleshooting for built-in features | ✓ | ✓ |
| Guidance on best practices and feature adoption | ✓ | ✓ |
| Cross-browser troubleshooting | ✓ | |
| Advice and help debug advanced customization issues | ✓ | |
| Regular account audits and best practices review | Semi-annually or as needed | |
| Custom consent UI design | ✓ | |
| Implement custom consent mode integrations with vendors | ✓ | |
*Initial configuration and deployment may vary based on the product, scope, and agreed implementation requirements.