Bronze – Support Level 1
| Online chat and email support. Access to self-service portal and online cases. Access to NetroMedia’s streaming Knowledge Base. Direct access to personal account manager. |
Bronze Support Level Details:
Bronze Support Level is included in the following programs:- Basic
- Premium
- Professional
- Enterprise
Clients who require additional support are welcome to:
- Purchase a Connection Service
- Upgrade to Silver, Gold or Platinum
Silver – Support Level 2
| Phone Tech Support. Account Manager + Technician conference call option. Remote assistance options. Help setting up and configuring service, encoder etc. |
Silver Support Level Details:
Silver Support Level is included in the following programs:- Basic
- Premium
- Professional
- Enterprise
Clients who require additional support are welcome to:
- Purchase Per-Case Support
- Upgrade to Gold or Platinum
- Silver Support Level includes all Bronze level benefits and features!
- Pricing: $49 Monthly, $499 Yearly
Gold – Support Level 3
| Direct access to personal technician. Priority support. Two technician conference call option. Pre-production advice and guidance. |
Gold Support Level Details:
Gold Support Level is included in the following programs:- Premium
- Professional
- Enterprise
Clients who require additional support are welcome to:
- Purchase Per-Case Support
- Upgrade Platinum
- Gold Support Level includes all Bronze and Silver benefits and features!
- Pricing: $229 Monthly, $2,299 Yearly
Platinum – Support Level 4
| Real-time updates on account status, issues etc. Top priority support. Third-party escalation if required. Detailed pre-production advice and guidance. |
Platinum Support Level Details:
Platinum Support Level is included in the following programs:- Premium
- Professional
- Enterprise
Clients who require additional support are welcome to:
- Purchase Per-Case Support
- Purchase Event Support
- Platinum Support Level includes all Bronze, Silver and Gold level benefits and features!
- Pricing: $429 Monthly, $4,299 Yearly
Connection Service
- Initial client-side setup assistance.
- Initial guidance from a streaming technician.
- Separate from on-going support.
- Price: $200, one-time fee.
Live Event Support
- Pre-production assistance and guidance.
- On-call support options.
- Periodic monitoring and live updates.
- Pricing: $175 / hour (notice required).
Per-Case Tech Support
If you require help troubleshooting specific problems and do not have a paying service level – per-case tech support is available.
Contact your account manager or create a case for details. Per-Case tech support is $200 / hour.