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.

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