THEOplayer
Support plans
All our plans include access to video experts through a support plan. Select the plan which best fits your needs.
| Services | Business | Enterprise | Premier | |
|---|---|---|---|---|
| THEOplayer Access | 24x7 access to billing and subscription support. | |||
| Online Documentation | Full access to online self-help documentation, including but not limited to API documentation, usage, guides, whitepapers, troubleshooting common questions, reference applications and samples. | |||
| THEOplayer Portal | Full access to personalized dashboards, SDK configuration tools, usage, and analytics. | |||
| Service Desk | Full access to Service Desk for issue filling and tracking | |||
| Technical Support | 8x5 Business Hours access to Support Officers via Service Desk and e-mail. | 24x7 access to Support Officers via Service Desk, e-mail and phone. | 24x7 access to Senior Support Officers via Service Desk, e-mail and phone | |
| Who can open support cases | Unlimited contacts | |||
| Monthly opened supported cases | Unlimited Support Cases. | |||
| Third-party software support | Interoperability, configuration guidance and troubleshooting. | |||
| Solution Architect | 4 hours/month | 8 hours/month | 24 hours/month | |
| Technical Project Manager | - | - | 16 hours/month | |
| Architectural Support | General Guidance | Guidance based on use case | Consultative review and guidance based on use case. | |
| Proactive Guidance | - | - | Designated Solution Architect | |
| Launch Support | - | - | Designated Technical Project Manager | |
| Resource Swap | - | - | Yes | |
| Training | - | - | Technical web seminars and on-demand training. | |
| Professional Services | Available upon additional purchase | |||
| Service Level | Response Time | |||
| Case Severity & Response Times |
Critical Impact | < 1 Business Days | < 2 hours | < 2 hours |
| Moderate Impact | < 1 Business Days | < 4 hours | < 4 hours | |
| Minor Impact | < 1 Business Days | < 8 hours | < 8 hours | |
| Informational | < 2 Business Days | < 1 Business Days | < 1 Business Days | |
|
Service: The Services are described in more detail in the Support Plan Service Description, which can be found at
www.theoplayer.com/terms-and-conditions (*) The Professional support plan is only available for and automatically included in the THEOplayer Starter package
|
||||
| Services | Professional | Business | Enterprise | Premier | |
|---|---|---|---|---|---|
| THEOplayer Access | 24x7 access to billing and subscription support. | ||||
| Online Documentation | Full access to online self-help documentation, including but not limited to API documentation, usage, guides, whitepapers, troubleshooting common questions, reference applications and samples. | ||||
| THEOplayer Portal | Full access to personalized dashboards, SDK configuration tools, usage, and analytics. | ||||
| Service Desk | Full access to Service Desk for issue filling and tracking | ||||
| Technical Support | 8x5 Business Hours access to Support Officers via Service Desk. | 8x5 Business Hours access to Support Officers via Service Desk and e-mail. | 24x7 access to Support Officers via Service Desk, e-mail and phone. | 24x7 access to Senior Support Officers via Service Desk, e-mail and phone | |
| Who can open support cases | Single contract | Unlimited contracts | |||
| Monthly opened supported cases | ≤3 | Unlimited Support Cases. | |||
| Third-party software support | - | Interoperability, configuration guidance and troubleshooting. | |||
| Solution Architect | - | 4 hours/month | 8 hours/month | 24 hours/month | |
| Technical Project Manager | - | - | - | 16 hours/month | |
| Architectural Support | - | General Guidance | Guidance based on use case | Consultative review and guidance based on use case. | |
| Proactive Guidance | - | - | - | Designated Solution Architect | |
| Launch Support | - | - | - | Designated Technical Project Manager | |
| Resource Swap | - | - | - | Yes | |
| Training | - | - | - | Technical web seminars and on-demand training. | |
| Professional Services |
Available upon additional purchase |
||||
| Service Level | Response Time | ||||
| Case Severity & Response Time | Critical Impact | < 1 Business Days | < 1 Business Days | < 2 hours | < 2 hours |
| Moderate Impact | < 1 Business Days | < 1 Business Days | < 4 hours | < 4 hours | |
| Minor Impact | < 1 Business Days | < 1 Business Days | < 8 hours | < 8 hours | |
| Informational | < 2 Business Days | < 2 Business Days | < 1 Business Days | < 1 Business Days | |
| Pricing | 10% of monthly License Fee with a minimum of 317 USD/month | 12% of monthly License Fee with a minimum of 633 USD/month | 15% of monthly License Fee with a minimum of 1,898 USD/month | 18% of monthly License Fee with a minimum of 9,488 USD/month | |
|
|
|||||
Still wasting time debugging video playback problems?
Welcome to cutting-edge video, delivered efficiently and on any platform. We think you're going to like it.