OTT Support FAQ

Who are we?

Software platforms can be challenging to digest at first glance, so your ability to find solutions should be simple. As a group of dedicated product experts as well as Zype customer experts, we boast a wide-reaching toolset that allows us to provide an unparalleled level of personalized support. We know the Zype product inside and out, and we work tirelessly to ensure our customers have the support they need to optimize their video workflows.

Where are we?

Headquartered in New York, Zype has a globally distributed support team to meet the needs of our customers, no matter their location. We've got you covered!

When & why should I reach out to the Support Team?

We always recommend our customers search our Help Center and Zype Developers Hub before reaching out to support, in the event that you can find the answer to your question right away. If not though, you should reach out to the Support Team for guidance on any of your day-to-day video infrastructure needs.

What are some example ways in which the Support Team can help?

We can provide support in lots of different areas, but we've posted the below list for some common actions we take to support our customers:

• Guide customers through product questions by providing explanations around features and links to helpful documentation
• Investigate and troubleshoot reported product issues, and provide guidance on how to resolve
• Provide status updates on known issues to keep customers informed
• Identify & escalate bug tickets (tickets are created by our team once customers submit a support request; see below for steps on this)
• Ensure proper routing of requests including billing requests, feature requests, and more

How can I reach the Support Team?

Customers can submit support requests in any one of the following three ways:

• Through our Help Center using the Submit a Request form
• Using the Help button embedded in the Zype admin dashboard
• Email support@zype.com

Can I reach the Support Team by phone?

Sometimes a request or email just isn't enough. If a call is required to resolve the issue, you'll want to submit a request first (see above for steps on this) and one of our support specialists will follow up to confirm a call time and schedule a conference. In order to ensure a call, it is critical that your request is submitted to notify the team of the issue and kick off our escalation flow.

Once a request is submitted, what does support do to help customers?

Our team works to support customers in a number of different ways. Support specialists often reply to requests and are able to resolve directly with the customer. Occasionally our specialists require additional resources from other team members to resolve the request, in which case the request will be escalated to include additional members. We make sure each request is evaluated and responded to and resolved according to our General Support SLAs, and gets assigned to the team who can solve the request.

What is outside the realm of our Support Team?

As you might have gathered by now, our support team is dedicated to providing expert-level support to all customers. Therefore, as it relates to production requests like application and endpoint publishing, our Support Team is unable to provide dedicated support against our customers' go-live timelines. Of course, we always strive to provide the quickest support we can to customers, but we cannot guarantee that our support will align with individual go-live dates.

In the event that you need dedicated support for application and endpoint publishing or go-to-market program management, we do have a Professional Services team that can be consulted for managed projects. That said, any show-stopping or critical bugs that impact our customers' ability to use the product and go-live will be escalated according to our SLA.