Maximize the value of your content

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.

Key Benefits

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. Contact your Brightcove business development representative for pricing and additional information.

  • Free email-based support
  • 24/7 access to self-help tools
  • Enhanced support packages scale to meet your needs
 
  Bronze Support Silver Support Gold Support
 
Availability

9AM - 6 PM Local Time
(US, GMT and Singapore)

Monday - Friday,
excluding holidays

9AM - 6 PM Local Time
(US, GMT and Singapore)

Monday - Friday,
excluding holidays

9AM - 6PM Local Time
(US, GMT and Singapore)
Monday - Friday,
excluding holidays

Off Hours:
6PM - 9AM Local Time
(US, GMT and Singapore)
Monday - Friday,
weekends, holidays

 
Guaranteed Response Time

All Issues
6 business hours

Critical Issues:
1 business hour

Important Issues:
2 business hours

Other Issues:
6 business hours

Critical Issues:
1 business hour

Important Issues:
2 business hours

Other Issues:
6 business hours

Off Hours:
Critical Issues:
1 hour

Other Issues:
Next business day

 
Support Channel

Email Support
via web-based
submission

Email Support
via web-based
submission

Phone Support
during Business
Hours
Email Support
via web-based
submission

Phone Support
during Business
Hours

After hours
phone support
for critical issues
 
Named Contacts  

4 phone contacts per organization
(Additional contacts available)

4 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.

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