All customers enjoy access to our TSIA Certified Technical Support team via web-based submission or email. Contact your Brightcove business development representative for pricing and additional information on advanced Support Packages (listed below).
Support Package Comparison
|Business Hours Support|
|Yearly Health Check|
|*Call Me Now|
|Dedicated Support Team|
|Scheduled Support Calls|
|Urgent 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|
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