Customer Support Programs
Brightcove offers several multi-channel support programs that provide expert-level support specialists, best practices, and administrative knowledge to leading media and marketers worldwide.
Support Package Benefits
With a global presence and tiered approach Brightcove Support is committed to addressing your technical inquiries in a timely fashion - helping you extract the most value out of your online video.
All customers enjoy access to our TSIA Certified Technical Support team via our Support Portal and email. Contact your Brightcove business development representative for pricing and additional information on advanced Support Packages (listed below).
All customers enjoy access to our TSIA Certified Technical Support team via our Support Portal and email. Contact your Brightcove business development representative for pricing and additional information on advanced Support Packages (listed below).
Support Package Comparison
| Silver | Gold | Platinum | |
| Named Contacts | 4 | 6 | 15 |
| Portal | |||
| Email Support | |||
| Business Hours Support | |||
| *Phone Support | |||
| *Live Chat | |||
| *Call Me Now | |||
| Off-Hours Urgent | |||
| Yearly Health Check | |||
| Dedicated Support Team | |||
| Scheduled Support Calls | |||
| 24x7x365 Non-Urgent | |||
| Urgent or Critical Request | 2 Business Hours | 30 Minutes | 15 Minutes |
| Important Request | 9 Business Hours | 1 Business Hour | 30 Minutes |
| Normal Request | 9 Business Hours | 2 Business Hours | 1 Hour |
| **Live Event Coverage | 1 event | 3 events |
Urgent or Critical Requests include loss of the Brightcove Service or critical loss of significant publishing availability specific to a live production player.
Important Requests are those where the Brightcove Service is operational, but there are blocking issues regarding expected publishing capabilities specific to a live production player.
Normal Requests are all inquiries which are not defined as Critical or Important.
*Available only during business hours for Named contacts.
**Each live event maximum duration of 4 hours