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Webinars
Digital Cheetah offers this collaborative venue, which can clarify different functional aspects of our software, thus resolving problematic issues that can easily be managed by our clients.
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Documentation
With our comprehensive documentation, we provide an easy way for users to quickly find what they need and minimize their frustration.
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Training
Our training is designed to encompass every aspect of a user’s organizational role, with scheduling and venue options that are convenient and adaptable to user needs and preferences.
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Help Desk
Our courteous and knowledgeable help desk staff is available (online or by phone), when it comes to providing our clients real-time assistance.
Support
Our Reputation is Built Around Support!
Digital Cheetah is trusted by the world’s largest non-profit and volunteer organizations.
At Digital Cheetah, we value our reputation highly and, as such, client support is the undercurrent for everything that we do. This is the primary reason why we have been able to expand so quickly throughout the world’s volunteer management software market. If you need our assistance, we offer several different contact options, for your convenience:
Give us a call
Our toll-free phone number provides a direct lifeline to assistance from our experienced technical staff. Whether it’s a high priority situation, or just a simple point of clarification, our staff members will make sure that your issue is addressed in the most courteous and expedient way possible!
Support Plans
Basic Plan
Product Updates
- Product Updates, Upgrades & Enhancements
- Feature Request System
- Voting Capabilities for New Feature Enhancements
Product Support & Training
- Online Knowledgebase & FAQs
- Online Help Desk Support
- Step-by-Step Training Guides
- Cheetah Tracks Newsletter
- On-Demand Training Videos
- On-Demand Screencasts
- Digital Cheetah Message Center
- Toll Free Phone Support During Business Hours
- Live Instructor-lead Webinars + Online Q&A*
- 2 Named Contacts Authorized to Interact with Digital Cheetah Support **
Product Support Availability
- Support Hours of Operation: 8am - 6pm CST, Monday - Friday (excluding major holidays)
- 24 Hour Emergency Pager Support for Severity 1 Issues
- Severity 1 - Initial Response Time: 2 hours
- Severity 2 - Initial Response Time: 1 business day
- Severity 3 - Initial Response Time: 2 business days
Pro Plan
Product Updates
- Product Updates, Upgrades & Enhancements
- Feature Request System
- Voting Capabilities for New Feature Enhancements
Product Support & Training
- Online Knowledgebase & FAQs
- Online Help Desk Support
- Step-by-Step Training Guides
- Cheetah Tracks Newsletter
- On-Demand Training Videos
- On-Demand Screencasts
- Digital Cheetah Message Center
- Toll Free Phone Support During Business Hours
- Live Instructor-lead Webinars + Online Q&A*
- 5 Named Contacts Authorized to Interact with Digital Cheetah Support **
- Scheduled Recurring Call with a Support Team Rep up to Once a Month
Product Support Availability
- Support Hours of Operation: 8am - 6pm CST, Monday - Friday (excluding major holidays)
- 24 Hour Emergency Pager Support for Severity 1 Issues
- Severity 1 - Initial Response Time: 2 hours
- Severity 2 - Initial Response Time: 4 hours
- Severity 3 - Initial Response Time: 1 business days
Support Plans
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Product Updates |
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Product Updates, Upgrades & Enhancements |
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Feature Request System |
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Voting Capabilities for New Feature Enhancements |
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Priority Invitation to Beta Program |
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Ability to Schedule Product Updates |
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Product Support & Training |
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Online Knowledgebase & FAQs |
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Online Help Desk Support |
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Step-by-Step Training Guides |
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Cheetah Tracks Newsletter |
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On-Demand Training Videos |
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On-Demand Screencasts |
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Digital Cheetah Message Center
All Digital Cheetah customers with a current support agreement have access our Message Center which provides you with the following:
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Toll Free Phone Support During Business Hours |
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Live Instructor-lead Webinars + Online Q&A* |
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Max # of Named Contacts Authorized to Interact with Digital Cheetah Support ** |
2 | 5 | 10 |
Scheduled Recurring Call with a Support Team Rep |
up to once a |
up to 4 times a month | |
Custom Report Assistance |
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Dedicated Support Team |
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Priority Routing of Issues and Inbound Phone Inquiries |
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Product Support Availability |
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Support Hours of Operation *** |
8am - 6pm CST Monday - Friday** |
8am - 6pm CST Monday - Friday** |
8am - 6pm CST Monday - Friday** |
24 Hour Emergency Pager Support for Severity 1 Issues |
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Severity 1 - Initial Response Time
The production server or other mission critical system(s) are down and no workaround is available
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2 hours | 2 hours | 1 hour |
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Severity 2 - Initial Response Time
Major functionality is severely impaired, workaround is available
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1 business day | 4 hours | 2 hours |
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Severity 3 - Initial Response Time
Issue/Question
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2 business days | 1 business day | 4 hours |
Support Packages for Enterprise Solutions
For the unique situation that requires a more intensive level of support, we offer customized Enterprise Support Packages tailored to fit your precise needs.
Professional Services
For assistance that goes beyond the scope of our support packages, we provide a range of professional services at either a fixed, pre-determined charge or on a time-and materials basis.