Navigating Cleeng SLA B2B Technical Support
Click the Submit a Ticket button at the top of the page to submit a request to the Cleeng B2B Technical Support team.
Log in first (the Help Center uses the same login credentials as your Cleeng dashboard) to submit a ticket, manage all your support requests from one place, and add recipients to the CC list of your request. See the details below.
B2B Technical Support agents are available Monday through Friday, 5:00 AM - 10:00 PM (CET).
B2B Technical Support covers platform outages, bug reports, system upgrades and troubleshooting, and general guidance around use and functionality.
How Do I Contact Cleeng B2B Technical Support? How Do I Escalate an Issue?
Step 1: Sign In to Your Cleeng Account (Optional)
The sign-up process in the Help Center happens automatically if you are logged in to your Cleeng dashboard in the same browser. It only requires email verification.
- Click Login in the upper right corner.
- Sign in to Cleeng. Use the same email and password you use for your Cleeng dashboard. If you don't have a Cleeng account, click Create an Account and set up your account. You will use it to access both the Help Center and your Cleeng dashboard.
- Once you sign in, or if you were already logged in to your Cleeng dashboard in the same browser, you receive a notification about a verification email.
- Click the link in the verification email. It redirects you to a page that confirms the verification.
- Return to the Help Center and use your Cleeng account there.
Step 2: Submit a Request
Click the Submit a Ticket button at the top of the page and fill in the form.
The ticket form includes several fields that help our team handle your request quickly:
- Email address: for logged-in users, this field is replaced with the CC field, where you can add any email addresses you want to include. The system collects your requester email automatically from your login information.
- Your first and last name
- Subject
- Description
- Attachments
After you submit your ticket, you are redirected to the submitted ticket view, with a confirmation pop-up in the upper right corner.
You also receive an email confirmation. It does not include any links, but each later update includes a direct URL to your support requests.
Reporting P1 Issues
If you are facing a P1 issue, as defined in the Exploring Cleeng Support Priority Levels table below, follow these steps:
- Submit a ticket to the Cleeng B2B Support team with all relevant details.
- Call the Priority 1 hotline. You can find the hotline number in Cleeng Dashboard > Help Center > Resource Center.
Both steps are important: the ticket gives the support agent the information needed to investigate, and the hotline call alerts the team to take urgent action.
The agent handling your request uses the details you include in your ticket form directly.
Step 3: Manage Your Support Requests
After you submit a ticket, our support team receives your request and sends an initial acknowledgment as soon as possible. The issue severity and the associated SLA determine the timing of the following updates.
With each new ticket update from our support team, you receive an email notification with a link to the Help Center ticket dashboard and a recap of the ticket conversation so far.
How Do I Check the Status of My Support Ticket?
As a signed-in user, you can review all support requests submitted from your account or email address in your support requests panel in the Cleeng Help Center.
Here you see the tickets you submitted (My requests tab) and the tickets someone else CC'd you on (Requests I'm CC'd on tab). You can filter requests by status and search them by keyword.
When you open a ticket, you see all ticket details, including the information you provided and the full ticket history. This is also where you send follow-up messages to our support team, as long as the ticket is not marked as resolved.
Besides following ticket updates in the My requests panel and by email, we recommend subscribing to proactive monitoring of Cleeng infrastructure at status.cleeng.com.
Understanding Ticket Type and Severity Level
After you submit a ticket, our support team classifies it by ticket type and severity level. These labels help us prioritize and resolve requests more efficiently.
| Ticket Type | What It Means | Example |
| Incident | Something is not working as expected for a customer or publisher. This can affect one user or many users. | A user cannot access a paid subscription, payment fails, registration does not work, entitlement not granted. |
| Request | A request for a change, configuration, or action from the support team. | Coupon upload, account changes, access provisioning, configuration updates. |
| Question | A general inquiry that does not require a fix or change. | "How do I generate a report?", "What does this status mean?" |
Exploring Cleeng Support Priority Levels: P1 and Beyond
The tables below describe each priority level, with criteria, examples, response times, and who handles each stage.
| Issue Severity | Criteria | Examples | Response | Who |
| Urgent (P1) | Defect causes the service to be unusable or causes major features or functions to fail, resulting in total disruption of work or critical business impact. |
|
Response Time: 30 minutes
Resolution: ASAP |
Escalation: 1st line of support Updates: 2nd line of support and above, depending on how far the problem has been escalated Communication: 2nd line of support, through public comment in the Zendesk ticket |
| Issue Severity | Criteria | Examples | Response | Who |
| High (P2) | Defect causes a feature or function to not meet planned requirements, resulting in minimal disruption of business operations. A workaround is available and use of the Cloud Service can continue. |
|
Response Time: 1 business day (within business hours) Status Updates: Upon request Resolution: 1-5 business days Deployment: Prioritized within standup |
Escalation: 1st line of support Updates: 2nd line of support, through internal comment in the Zendesk ticket Communication: 1st line of support, through public comment in the Zendesk ticket |
| Issue Severity | Criteria | Examples | Response | Who |
| Normal (P3) | Defect causes minimal impact to functionality, resulting in limited business impact. Ideally a fix should be made, but it can be rejected based on business impact and effort level. |
|
Response Time: 2 business days (within business hours) Status Updates: Upon resolution Resolution: Up to 15 business days Deployment: Prioritized within Cleeng Sprint Planning |
Escalation: 1st line of support Updates: 2nd line of support, through internal comment in the Zendesk ticket Communication: 1st line of support, through public comment in the Zendesk ticket |
Our support team assigns the final priority level based on the scope and impact of the issue.
Service Level Agreement (SLA)
You can find the Cleeng SLA in the Cleeng Master Service Agreement.
Knowledge Base
For setup, reporting, and troubleshooting questions, visit the Cleeng resource centers, where you can access over 250 FAQs, videos, and screencasts, as well as developer documentation.