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 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

SilverGoldPlatinum
Named Contacts4615
*Portal
Email Support
Business Hours Support
*Phone Support
Yearly Health Check
*Live Chat
*Call Me Now
Off-Hours Urgent
Dedicated Support Team
Scheduled Support Calls
24x7x365 Non-Urgent
Urgent Request2 Business Hours30 Minutes15 Minutes
Important Request9 Business Hours1 Business Hour30 Minutes
Normal Request9 Business Hours2 Business Hours1 Hour
**Live Event Coverage1 event3 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 for Named Contacts

**Each live event maximum duration of 4 hours