1st Line Support
Reseller 1st line support commitment.
Key information before raising a support ticket;
Customer information / contact.
Ingest Device & Version/Build. (full system specs if this is a CD2 software-only installation
Full Description of the issue.
What steps have been taken to try to resolve the issue.
2nd Line Support
Hours
9am - 5pm GMT / EST
Raising a Support Ticket
You can open a support ticket via the CineDeck website here; Support Ticket
You will need to provide CineDeck Version & Build (including all text) this information is shown at the bottom of the screen. ? Need to show screen shots.
SLA’s
We aim to respond to all 2nd line support tickets within 4hours.
Hardware replacement 3 Business Days.
Full CineDeck Service Agreement and be found here; Service Agreement