Customer Support

Dedicated to Your Success and Return on Investment

Your success is critical to us. To ensure that you obtain the highest possible ROI from our software, we are committed to providing best-in-class customer care through our technology, processes and experienced staff. Each of our support professionals is cross-trained to help you solve any problem or answer questions you may have. Our customer support group responds quickly to your concerns, allowing you to use our software optimally for video/audio communication and ease of production.

Key elements of our customer support plans:

  • Access to support via email or phone
  • 24/7 phone access for priority 1 issues
  • Online self-help tools

With our Standard Support plan, you have access to our trained support engineers via email or phone. Our Premier Support plan delivers enhanced support and quicker problem resolution.

Standard Support

Premier Support
  Availability
  • 9am-9pm EST Monday – Friday, excluding holidays; after hours priority 1 support only
  • 9am-9pm EST and 9am-9pm EU, Monday – Friday, excluding holidays; after hours priority 1 and 2 support
  Support Channel
  • Online documentation and support tools
  • Online case submission
  • Email and phone support for all issues during regular support hours; after hour support for priority level 1

 

 
  • Online documentation and support tools
  • Online case submission and tracking
  • Email and phone support for all issues during regular support hours; after hours for priority level 1 and 2
  • Dedicated support team

 
  Support Cases
  • 24 cases annually

 
  • Unlimited support questions and cases

 
  Response Time
  • Queued response
  • Response times:
    • Priority 1: 2 hours or less
    • Priority 2: 4 hours
    • Priority 3: 48 hours

 
  • Priority case queuing and routing
  • Response times:
    • Priority 1: 1 hour or less
    • Priority 2: 2 hours
    • Priority 3: 16 hours

 
  Success Programs
  • Monitoring of up to 2 live events per quarter
  • Quarterly success review
  • Participation in MediaPlatform roadmap discussion meetings

There are three ways to access MediaPlatform support:

Case Priorities

When reporting problems or seeking assistance from MediaPlatform Support, please assign your case to one of the following priority levels:

  • “Priority Level 1″ is for a situation where the Software is inoperable or critical functionality is not working correctly;
  • “PriorityLevel 2″ is for a situation where there is significantly degraded performance or impaired functionality, but where the Customer is still generally able to accomplish his/her objective, perhaps by using a workaround solution; or
  • “Priority Level 3″ is for any less severe problem or situation that does not qualify as a Priority Level 1 or Priority Level 2.

Support for Priority Level 1 issues must be requested by phone in order ensure timely response.

Click here for our full customer support policy.

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