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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

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