Customer Support
Maximize value from your Internet TV 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 Internet TV platform. Contact your Brightcove business development representative for pricing and additional information.
Brightcove Support Summary
| 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
