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
Resources
| Bronze Support | Silver Support | Gold Support | |
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| Availability |
9AM - 6 PM Local Time Monday - Friday, |
9AM - 6 PM Local Time Monday - Friday, |
9AM - 6PM Local Time Off Hours: |
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| Guaranteed Response Time |
All Issues |
Critical Issues: Important Issues: Other Issues: |
Critical Issues: Important Issues: Other Issues: Off Hours: Other Issues: |
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| Support Channel |
Email Support |
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 |
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| Named Contacts |
4 phone contacts per organization |
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.
