Streaming Support Levels

At NetroMedia, our customer service philosophy is Real People Service. What this means is that when you call our phones, real people will answer. Being able to reach a person is invaluable and we know what it means to our clients, their projects and their peace of mind.

Support Level Details: Bronze | Silver | Gold | Platinum
Special Services: Connection Service | Event Support | Per-Case Support

Included
$49 / mo
$499 / yr
$229 / mo
$2,299 / yr
$429 / mo
$4,299 / yr

Choose your Support Level

We have developed four value-packed support levels designed to ensure that you have the help you need to get started streaming and effectively overcome any obstacles to the success of your channel. With NetroMedia, you have the flexibility to choose the level of support that’s right for your project.

We’ve Got You Covered

Included in all paying accounts, our Bronze Support Level will get you streaming easily. With our Silver, Gold and Platinum Support Levels, assistance is available to you from top-level technicians ready to help you troubleshoot and solve any issue that comes your way.

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Bronze Service Level 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 Service Level details:

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Silver Support Level 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 available to clients in the following programs:
    Basic, Premium, Professional and Enterprise programs.
  • Clients who require additional support are welcome to:
    Purchase Per-Case Support or upgrade to a Gold or Platinum level.
  • Silver Support Level includes all Bronze level benefits and features!
  • Pricing: $49 Monthly, $499 Yearly
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Gold Support Level 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 available to clients in the following programs:
    Premium, Professional and Enterprise programs.
  • Clients who require additional support are welcome to:
    Purchase Per-Case Support or upgrade to a Platinum service level.
  • Gold Support Level includes all Bronze and Silver benefits and features!
  • Pricing: $229 Monthly, $2,299 Yearly
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Platinum Support Level 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 level is available to clients in the following programs:
    Professional and Enterprise programs.
  • Clients who require additional support are welcome to:
    Purchase Per-Case Support or Event Support.
  • Platinum level includes all Bronze, Silver & Gold benefits and features!
  • Pricing: $429 Monthly, $4,299 Yearly
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Special Support Services Special Support Services

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.