Support

Our Reputation is Built Around Support!

  • 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.

  • Documentation

    With our comprehensive documentation, we provide an easy way for users to quickly find what they need and minimize their frustration.

  • 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.

  • 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.

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

Premium Plan

Product Updates

  • Product Updates, Upgrades & Enhancements
  • Feature Request System
  • Voting Capabilities for New Feature Enhancements
  • Priority Invitation to Beta Program
  • Ability to Schedule Product Updates

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*
  • 10 Named Contacts Authorized to Interact with Digital Cheetah Support **
  • Scheduled Recurring Call with a Support Team Rep up to Four Times a Month
  • Custom Report Assistance
  • Dedicated Support Team
  • Priority Routing of Issues and Inbound Phone Inquiries

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
  • Severity 2 - Initial Response Time
  • Severity 3 - Initial Response Time

Support Plans

Basic Pro Premium
Product Updates
Product Updates, Upgrades & Enhancements
Feature Request System
Voting Capabilities for New Feature Enhancements
Priority Invitation to Beta Program
Ability to Schedule Product Updates
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

All Digital Cheetah customers with a current support agreement have access our Message Center which provides you with the following:

  • Latest news, information & alerts about Digital Cheetah products 
  • Signup for live instructor-lead training webinars 
  • Access the latest on-demand trainings & webinars 
  • Search our extensive Step-by-Step product documentation 
  • Learn more about the latest product releases 7 schedules 
  • Manage your support request via our help desk Check your contact information
Toll Free Phone Support During Business Hours
Live Instructor-lead Webinars + Online Q&A*
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
month

up to 4 times a month
Custom Report Assistance
Dedicated Support Team
Priority Routing of Issues and Inbound Phone Inquiries
Product Support Availability
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
Severity 1 - Initial Response Time
The production server or other mission critical system(s) are down and no workaround is available
  • Complete outage of solution or major features
  • Business operations have been severely disrupted
2 hours 2 hours 1 hour
Severity 2 - Initial Response Time
Major functionality is severely impaired, workaround is available
  • Important features are unavailable but acceptable workaround exists
  • Operations can continue in a restricted fashion
  • Service is operational but highly degraded performance to the point of major impact on usage
1 business day 4 hours 2 hours
Severity 3 - Initial Response Time
Issue/Question
  • Minor issue
  • General support question
  • Enhancement request
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.