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Current Technical Support Plans

Your success is our top priority. We’re a trusted partner to some of the world’s biggest companies precisely because we deliver world-class support. Our expert global technical support team stands ready to address any issues you experience.

Gold level support is the best match for the needs of our enterprise and service provider customers, but we do offer a Bronze level as well.

Support Features Bronze
Support
Gold
Support
Online Support Ticket System
Multi-Stage Escalation
Support Site & Community Forum
Telephone Support24/7
Priority Response Times16 hrs < 3 hrs
Maximum Support Seats15
Customer Success Eligibility
Technical Account Management Eligibility
Emergency Software Releases
Live Event Support Eligibility
3rd Party Integration & Support

Below are Ooyala guidelines for the Severities the customer should assign to any technical issue raised to Ooyala Technical Support.

Severity Definition Initial Response
Severity
1
  • Unable to publish videos
  • Unable to play VOD video
  • Consistent and reproducible Publisher-Side Crash
  • Inability to access Backlot via web and desktop
1
Hour
Severity
2
  • One or more Critical Features does not work.
  • Publisher-Side Crash that affects a single user or a significant sub-set of Ooyala’s users.
  • Ooyala server crash.
  • Frequently used feature does not work.
  • Intermittent Publisher-Side Crashes.
  • Immediately noticeable performance or quality issue, but still usable.
2
Hours
Severity
3
  • Frequently used feature does not work intermittently.
  • Reproducible but infrequent Publisher-Side Crashes.
4
Hours
Severity
4
  • Minor Feature that intermittently does not work.
  • Any significant improvement from baseline in performance and quality.
1
Business
Day