Guide to Working with Checkmarx Support

This guide provides detailed information on how to effectively engage with Checkmarx Support to resolve technical issues. It outlines the structure of the Checkmarx Support Team, which operates globally to provide 24-hour assistance during business days. The document explains the ticketing system used by Checkmarx, emphasizing the importance of submitting clear and concise support cases. It details the service level agreements (SLAs) that govern response times based on the priority of the issues reported. The guide also describes the workflow within the support team, including the roles of First Line Support and higher-tier engineers in troubleshooting and resolving cases. Additionally, it includes best practices for users when opening tickets, such as providing relevant information and maintaining engagement throughout the support process. The document aims to streamline interactions with the support team and enhance the overall efficiency of issue resolution.