Customer Support

Maximize value from your online video platform

Brightcove is dedicated to the success of our customers. To meet their varied needs, we offer several multi-channel support programs that provide expert-level support specialists, best practices, and administrative knowledge to leading media and marketers worldwide.

All of our customers enjoy free access via email to our highly trained Customer Solutions Specialists and a guaranteed response time of 16 hours via email support. Customers can choose to upgrade as needed to accommodate the operating requirements of their online video platform. Contact your Brightcove business development representative for pricing and additional information.

Downloads

Customer Support Overview
Bronze Support Datasheet
Silver Support Datasheet
Gold Support Datasheet

Key Benefits

  • Free email-based support for all customers
  • 24/7 access to self-help tools and resources
  • Enhanced support packages scale to meet you needs
 

 

  Bronze Support Silver Support Gold Support
Availability:

Business Hours:
9AM - 6 PM Local Time (US, EU)
Monday - Friday, excluding holidays

Business Hours:
9AM - 6 PM Local Time (US, EU)
Monday - Friday, excluding holidays

Business Hours:
9AM - 6 PM Local Time (US, EU)
Monday - Friday, excluding holidays

Off Hours:
6PM - 9 AM Local Time (US, EU)
Monday - Friday, weekends, holidays
Guaranteed response time:

All Issues: 16 business hours

Critical Issues: 1 business hour

Important Issues: 2 business hours

Other Issues: 8 business hours

Business Hours:
Critical Issues: 1 business hour
Important Issues: 2 business hours
Other Issues: 8 business hours

Off Hours:
Critical Issues: 1 business hour
Important Issues: 6 business hours
Other Issues: Next business day
Support channel: Unlimited email support with web-based submission

Unlimited email support with web-based submission
Phone Support during Business Hours

Unlimited email support with web-based submission
Phone Support during Business Hours
Gold Support Partner: Assigned advocate provides monthly support review
Named Contacts:

n/a

4 named phone contacts per organization (Additional contacts available)

4 named phone contacts per organization (Additional contacts available)

*Critical Issues include loss of the Brightcove Service or critical loss of significant publishing availability specific to a live production player.
* Important Issues are those where the Brightcove Service is operational, but there are blocking issues regarding expected publishing capabilities specific to a live production player
* Other Issues are all issues which are not defined as Critical or Important