Video Platform Support Packages

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.

Video Platform Support Packages


Support Package Benefits

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 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

Need industry leading support for your video infrastructure?