Wowza Premium Support Plans
Standard
Online Ticket Submission
48-Hour Response Time
(business hours only)
Silver
billed annually
Online Ticket Submission
Same-Day Response Time
(if submitted by 2 PM ET)
Live Chat Support
Gold
billed annually
Online Ticket Submission
2-Hour Response Time
(6 hours during off hours)
Live Chat Support
24x7 Support
(including weekends)
Phone Support
(coming soon)
Advisory Services—3 Hours
Live Event Support—1 Event
Platinum
Online Ticket Submission
30-Minute Response Time
(coming soon)
Live Chat Support
24x7 Support
(including weekends)
Phone Support
(coming soon)
Advisory Services—12 Hours
Live Event Support—4 Events
Hot Fixes
Dedicated Account Owner
- Read Complete Plan Details
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Premium support subscriptions grant access to the following support services. Please note: active maintenance and support is required in order to purchase a premium support plan and access technical support.
Support Services
Online Ticket Submission: Open a ticket for our technical support agents at wowza.com/support/open-ticket.
Response Time: A technical support agent will be actively working on your case.
Live Chat Support: Engage live with a technical support agent using our chat feature on wowza.com.
Phone Support: Speak with a technical support agent over VOIP.
24x7 Support: A technical support agent will be available to respond to your support tickets outside of our business hours and on holidays.
Wowza Advisory Services: Get one-on-one training or advice from a Wowza expert on streaming basics, your architecture or streaming workflow, configuring advanced features, performance tuning, and scalability.
Live Event Support: A dedicated support agent will be on call and will respond immediately to issues during the setup and scheduled time of your event. (Includes 3 hours of setup and 3 hours of monitoring during the event. Additional time may be purchased for $400/hour.)
Hot Fixes: Special software patches will be created to fix your specific issue, if deemed necessary by our engineers. This is available only to customers running the latest version of Wowza Streaming Engine™.
Dedicated Account Owner: You will receive an account manager who will be your direct contact at Wowza and oversee your needs.
Severity and SLAs
Premium support subscriptions grant access to the following premium services. Please note: active maintenance and support is required in order to purchase a premium support plan and access technical support
Frequently Asked Questions
Which products are covered by the Silver, Gold, and Platinum plans?
Silver, Gold, and Platinum support plans apply for paid Wowza Streaming Engine™, Wowza Streaming Cloud™, and Wowza GoCoder&trade products. SDKs, trials, or preview products are not covered by these plans.
When is chat support available?
Chat support is available during business hours and when agents are online.
Am I eligible for premium support?
Active maintenance and support is required for premium support. Maintenance and support is included in all subscription plans and may be contracted annually for Wowza Streaming Engine perpetual licenses
What are Wowza support business hours?
Support business hours are weekdays 6 AM to 8 PM Eastern Time (10 AM to 12 AM GMT), excluding holidays.
Are my support contacts covered by Silver, Gold, and Platinum plans?
Yes. Your support contacts will receive premium support for the products on your account.
Wowza Advisory Services and Live Event Support
Wowza Advisory Services
Get one-on-one training and advice from a Wowza expert on everything from streaming basics to advanced features.
- Professional advice, including customized recommendations and action plan
- Training tailored to your level of streaming expertise, from setup to performance tuning and scalability
Live Event Support
Take advantage of expert support when streaming live events, from setup to monitoring.
- Dedicated resource to help set up and monitor your live stream
- Setup and configuration assistance
