Our team offers a range of customer support packages including dedicated specialists and multi-channel resources so that you can customize the support you need to excel your video strategy.
While all customers have access to our Help Center and documentation resources, our award-winning global support team can be on call via phone, email or chat to address your technical inquiries should a need arise.
We know how critical a quality video experience is to your business. With our three tiers of support packages, you can pick the right level of support you need to ensure the premium video experience your customers deserve.
Contact your Account Manager for pricing details and additional information on our Support Packages.
Support | General | Advanced | Enterprise |
Named Contacts | 2 | 4 | 6 |
Self-Service Web Support | Included | Included | Included |
Standard Weekday Email Support | Included | Included | Included |
Extended Hours Weekday Email Support | Not Available | Included | Included |
Weekend Email Support | Not Available | Included | Included |
Weekday Phone Support | Not Available | Included | Included |
Weekend Phone Support | Not Available | Not Available | Included |
Weekday Slack Chat Support | Not Available | Not Available | Included |
Technical Support Engineer Engagements | Can Be Purchased | Can Be Purchased | 4 Monthly Hours Included |
Dedicated Support Contact | Not Available | Not Available | Included Mon-Fri 9am-6pm EST |
Priority 1 Request - Response Time *,** | 2 Hours | 1 Hour | 15 Minutes |
Priority 2 Request - Response Time | 4 Hours | 2 Hours | 30 Minutes |
Priority 3 Request - Response Time | 12 Hours | 8 Hours | 4 Hours |
Priority 4 Request - Response Time | 48 Hours | 24 Hours | 12 Hours |
* Priorities defined by Support SLAs
** Support time response defined as number of business minutes/hours after initial customer report of fault