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.

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

Resources

Bronze Support Silver Support Gold Support
Availability

9AM - 6 PM Local Time
(US, EU)

Monday - Friday,
excluding holidays

9AM - 6 PM Local Time
(US, EU)

Monday - Friday,
excluding holidays

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

Off Hours:
6PM - 9AM 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

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

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.

Deploying the Brightcove player platform has greatly improved the turnaround times needed to publish media to the internet.

Jen Topping, Channel 4

 

Read the case study

With Brightcove, we have the ability to offer a user-rich, customer-centric website experience.

Michael Parker, Serena Software

 

Read the case study

It was very clear that Brightcove could provide us with the most comprehensive and scalable platform in the market.

Kim Kriegers, OMS

 

Read the case study

We've been able to save nearly 25% of our budget as a result of the Brightcove / Omniture integration.

Linda Crowe, Sun Microsystems

 

Read the case study

Now with Brightcove I'm able to create a distributed network of customized players and user experiences.

James Flint, The Telegraph

 

Read the case study

Brightcove's encoding tools are extremely reliable and the insertion of metadata is a simple and accurate process.

Jen Topping, Channel 4

 

Read the case study

Brightcove has been instrumental in the launch of our new Online Viewbook.

Becky Bermont, RISD

 

Read the case study

Brightcove has enabled us to open up a world of new opportunities for our video content and distribution.

Damien Lasater, San Diego Zoo

 

Read the case study

We could not be prouder of the new Viewbook and the more meaningful glimpse into RISD it provides thanks to Brightcove.

Becky Bermont, RISD

 

Read the case study