Cleeng’s Support structure has been developed for issues escalated by our clients that have significant impact upon Cleeng’s platform and its usability. The support covers: platform outages, bug fixes, system upgrades, and standard guidance around use and functionality.
Available support
-
Proactive monitoring of infrastructure (please subscribe) - status.cleeng.com
-
24/7 service desk, with specialised OTT support agents and technical support. All partner escalations can be submitted by clicking on the Submit a request button at the top of the page.
>Note the ‘Cleeng Priority 1 hotline, is strictly for the use of P1 issues ONLY, defined in the ‘Issue Priority Level’ table below. All other priorities will be met in accordance with the contracted Service Level Agreements.
Key terminology
- Business Hours - 9am - 6pm CET
- Problem - is a bug or system failure causing incidents to occur
- Incident - are caused by the problem
>For example: The ‘problem’ is that the platform may have a bug causing viewers not be able to authenticate and be granted access. And the incident is that we have # of viewers who've contacted our Support Team advising of the ‘problem’. To fix the ‘problem’ we may need to fix the bug in our code and to fix the incident where we advise all viewers they can now access the content.
Escalation Information provided by Broadcaster
When escalating an issue to the Cleeng Customer Success team it is critical to the escalation process that as much information regarding the problem is provided to enable our teams to quickly diagnose and address it.
When escalating a problem please use the below template. All information must be provided by a client when submitting an escalation to adhere to the proper response SLA's:
- Priority of Issue (P1, P2, P3):
- Detailed description of the issue:
- Date and time when the issue occurred:
- Cleeng Broadcaster name/id:
- How many (if any) customers are affected:
- Screenshots or images to help assess issue:
Issue Priority Levels - Criteria and Action
|
Issue Severity |
Criteria |
Examples |
Response |
Who |
|
Urgent (P1) |
Defect causes the service to be unusable or causes major features or function to fail, resulting in total disruption of work or causing critical business impact. |
|
Response Time: 30-60 minutes
Status Updates: Available Hourly
Resolution: ASAP
Deployment: Immediate upon available solution, not to exceed 24 hours from the initial occurrence of the Urgent issue. |
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 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: 1-5 business days Deployment: Prioritized within standup |
Escalation: 1st line of support Updates: 2nd line of support - through internal comment in Zendesk ticket Communication: 1st line of support - through public comment in 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) 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 Zendesk ticket Communication: 1st line of support - through public comment in Zendesk ticket |
For all set-up, reporting and troubleshooting questions please visit Cleeng resource centres where you will be able to access over 180+ FAQ, videos, and screen casts as well as developers documentation.
- Cleeng Help Centre: https://publisher.support.cleeng.com/hc/en-us
- Developers Page: http://developers.cleeng.com/