Broadcaster Support, Cleeng SLA, and P1 Handling

Navigating Cleeng SLA Broadcaster Support

Click on the Submit a Ticket button at the top of the page to submit a request to the Cleeng Broadcaster Support team. 

Log in first (the Help Center uses the same login credentials as your broadcaster dashboard) to be able to manage all your support requests from one place and include additional recipients on the CCs list of your request. See the details below. 

Cleeng Broadcaster Support agents are available Monday through Friday, 9:00 AM - 9:00 PM (GMT+1).

Cleeng Broadcaster Support covers platform outages, bug fixes, system upgrades, and general guidance around use and functionality.

How do I contact Cleeng Broadcaster support? How do I escalate an issue?

Step 1: Sign in to your Cleeng account (optional)

The sign-up process in Help Center takes place automatically as long as you’re logged in to your publisher dashboard on the same browser, and only requires email verification.

1. Click 'Sign in' in the upper right corner.

2. Sign in to Cleeng. Use the same email and password as you use to log in to your broadcaster dashboard - ChurnIQ. If you don't have an account in Cleeng, click on 'Create an Account' and set up your account (you will use that account to access both, our Help Center and your broadcaster dashboard).

3. Once you sign in or if you were already logged in to your broadcaster dashboard in the same browser, you will receive a notification about a verification email.

4. Click the link included in the verification email. It will redirect you to the page that confirms successful verification.

5. You can now return to Help Center and use your Cleeng broadcaster account there.

Step 2: Submit a request 

Click on the Submit a Ticket button at the top of the page and fill in the form.

The ticket form includes a number of useful fields that allow our team to handle your requests quickly:

• Email address:
• For logged-in users this field will be automatically replaced with the CC field, where you can put any additional email addresses that you wish to include on the email copy; your requester email will be collected by the system automatically based on your login information,
• For guest users: you can still submit a ticket if you are not a logged-in user, although this will remove the ability to include additional CCs. Also, if you provide an email address that’s different from your publisher's email, the ticket will not be accessible from your main publisher account. In such a case, you will have to use your requester email when logging into Help Center to be able to review the ticket in the support requests panel.
• Your first and last name
• Subject
• Description
• Attachments 

Important: 

Regardless of whether you submit a ticket as a logged-in user or a guest, once you include additional recipients on the CC list, they will be able to review the ticket via their own individual request panels in Help Center (each recipient needs to use their email address during login and account verification process).

After your ticket is submitted, you will be redirected to the submitted ticket view with an additional pop-up confirmation in the upper right corner. If you’re submitting the ticket as a guest user, then you will be redirected to the Help Center’s main page with a similar confirmation pop-up message.

You will also receive an email confirmation. Please note that it will not include any links, however, each subsequent update will include a direct URL to your support requests.

Reporting P1 issues

If you are facing a P1 issue, as defined in the ‘Issue Priority Level’  table below, once you create a ticket please contact the Cleeng Priority 1 hotline (+1 (989) 303 3699).

The details you provide in the ticket form will be used by the agent handling your request.

Note the Cleeng Priority 1 hotline, is strictly for the use of P1 issues ONLY. All other priorities will be met in accordance with the contracted Service Level Agreements.

Step 3: Manage your support requests

After the ticket is submitted, our Broadcaster Success Support team will receive your request and provide the initial acknowledgment as soon as possible. The following updates will be determined by issue severity and associated Service Level Agreement.

With each new ticket update from our support team, you receive an email notification that will include a link to the Help Center ticket dashboard, as well as 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 by accessing your support requests panel in Cleeng Help Center.

From here, you will see a list of tickets that either you submitted personally (“My requests” tab) or the requests that someone else CC’d you on (“Requests I'm CC'd on” tab). You can filter those requests by their status, as well as search through them by typing specific keywords into a search bar.

Once you open a ticket, you will be able to see all of the ticket details, including the information that you provided while submitting a ticket, as well as a review of the entire ticket history so far. This is also where you will be interacting with our support team by submitting follow-up messages, provided that the ticket has not been marked as resolved yet.

Aside from following ticket updates through the My requests panel and email notifications, we also recommend subscribing to proactive monitoring of Cleeng infrastructure at status.cleeng.com.

Exploring Cleeng Support Priority Levels: P1 and Beyond

Service Level Agreement (SLA)

You can find the Cleeng Service Level Agreement under the Master Service Agreement.

Knowledge base

For all set-up, reporting, and troubleshooting questions please visit Cleeng resource centers where you will be able to access over 250+ FAQs, videos, and screencasts as well as developers' documentation.

• Cleeng Help Center
• Developer Portal