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Gold Customer Support
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.
| Availability: |
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: |
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
Phone Support during business hours Gold Support Partner: Assigned advocate provides monthly support review |
| Named Contacts: | 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
