Gold Support
Extended business hours & near-immediate response
In addition to all of the benefits of Silver Support, Gold Support includes extended Business Hours and near-immediate response to urgent issues. Furthermore, Gold Support inquiries receive the absolute highest priority, ensuring that your technical needs are addressed as quickly as possible.
Key Benefits
- 24/7 access to support & issue resolution
- Priority response to all issues
- Live phone support
- Assigned Gold Support Partner
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| Availability |
Business Hours: |
Off Hours: |
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| Guaranteed Response Time |
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 |
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| Support Channel |
Unlimited email support with web-based submission Phone Support during Business Hours Gold Support Partner: Assigned advocate provides monthly support review |
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| Named Contacts |
4 phone contacts per organization |
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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.
