Support Policy

Is effective as of January 8, 2020

Cheerity Technical Support Engineering Team

The Cheerity support team consists of technical professionals who provide troubleshooting of the Cheerity platform and subscription services. Our support engineers will manage and resolve your platform-related technical issues, or escalate the issues to product management as needed.

Support Services Overview

Cheerity offers support to all customers during the service term. The following provides an overview of the support offered:

Email Support

Error reports or other requests for support can be submitted by email to support@cheerity.com. When submitting a support request, please include a detailed description of the actual issue or question so we can provide assistance in isolating and reproducing the suspected error, perform diagnostics and tests, and carry out any required remedial tasks. A support engineer will provide a response within 4 business hours.

Phone Support

You may call customer service at 1-(833) 836-4832 to help accelerate the resolution of an issue. We request that you email a support request that details all the relevant information prior to contacting customer service, however, this is not required. Customer service may not be able to assist with all issues and a support engineer may have to call you back.

Platform Updates and Fixes

During the service term, Cheerity customers are entitled to receive all new releases of the platform as they become generally available. Such updates, and any revisions and fixes will be applied to your platform instance automatically, without any downtime.

Support Request Escalation

If you believe in good faith that you have not received quality or timely assistance in response to a support request or that you urgently need to communicate important support related business issues to Cheerity management, your technical contact may escalate the service request by contacting product management and requesting that the support request be escalated. For support requests that are escalated, the support engineer will engage the product manager who will be responsible for managing your escalation. The product manager will work with you to develop an action plan and allocate the appropriate resources.