Technical Support
Software Technical Support Policy
Support Hours
Standard Support Hours
Weekdays are 7 AM - 10 PM Mountain Time
Monday through Friday
After Hours/Emergency Support Hours
Outside of standard hours, we have a "doctor's office" style of support in which you will call our answering service, and a technical support representative will be contacted and call you back within a few minutes of you initial call.
Support Fees
- *Authorized users of *On-Maintenance systems are entitled to unlimited technical support during “Standard Support Hours” at no charge.
- *Authorized users of *On-Maintenance systems are entitled to “*After Hours/Emergency Support” at no charge.
- *Authorized users of *On-Maintenance systems that choose to contact Cheetah outside of “Standard Support Hours” for non-emergency support will be charged the posted fee.
- *Authorized users of *Off-Maintenance systems may contact Cheetah for support during “Standard Support Hours” as a Billable Call for any type of assistance.
- *Authorized users of *Off-Maintenance systems may contact Cheetah after hours for *Emergency Support ONLY as a billable call.
| Support Plans | Standard Support Hours | After Hours Emergency | After Hours Non-Emergency | Key Code Standard Hours | Key Code After Hours |
|---|---|---|---|---|---|
| On-Maintenance | No Charge | No Charge | No Charge | No Charge | No Charge |
| TurboCAT Off-Maintenance | $60 for first 15 minutes and $50 per 15 minute interval thereafter | $60 for first 15 minutes and $50 per 15 minute interval thereafter | Not Available | $60 for 4 days' worth of keycodes | $60 for 4 days' worth of keycodes |
| SmartCAT Off-Maintenance | $50 for first 15 minutes and $40 per 15 minute interval thereafter | $50 for first 15 minutes and $40 per 15 minute interval thereafter | Not Available | No Hardware Key | No Hardware Key |
* Terms
On Maintenance Systems
Captioning and Transcription software systems where owners currently maintain a Software Maintenance Support Contract.
Off Maintenance Systems
Captioning and Transcription software systems where owners do not currently maintain a Software Maintenance Support Contract.
Authorized User
Owner of the Cheetah Software System or an individual authorized in writing by the owner of the system as being the current user of the system.
After Hours/Emergency Support
Support required for the completion of a work project that is time restricted (determination is at the discretion of Cheetah International) [e.g. working on a transcript that is due by the following morning and it won't open or trying to translate a job and getting a invalid dictionary error message].
