Wowza Premium Support Plans

Receive support from streaming experts. At Wowza Media Systems, we believe that when our customers succeed, so do we. Our premium support plans offer various levels of service so you can get the help you need, when you need it.

Standard

Included

 

Online Ticket Submission

48-Hour Response Time

(weekdays only)

Silver

$95
per month
billed annually

or $110 billed monthly

 

Online Ticket Submission

8-Hour Response Time

(weekdays only)

Live Chat Support

Gold

$500
per month
billed annually

 

Online Ticket Submission

2-Hour Response

24x7x365 Support

Live Chat Support

Web Conference Support

(with Screen-Share)

Live Event Support—1 Event Incl.

Platinum

Contact Sales

 

Online Ticket Submission

30-Minute Response

24x7x365 Support

Live Chat Support

Web Conference Support

(with Screen-Share)

Live Event Support—4 Events Incl.

Hot Fixes

Dedicated Account Owner

Read Complete Plan Details

* Response times listed in Gold and Platinum plans only apply to Severity Level 1 submissions made via the customer support portal.

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/support/open-ticket.

Web Conference Support with Screen-Share: Speak with a technical support agent while showing them your issue in real time.

24x7 Support: A technical support agent will be available to respond to your support needs 24 hours a day, 7 days a week.

Live Event Support: Included with Gold and Platinum Premium 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.

 

Severity Level Silver Gold Platinum

Severity Level 1 (S1)—Loss of functionality resulting in business-critical impact on capabilities and services.

SLA—Wowza and customer organization representatives will work continuously until critical functionality and services are restored.

Same Day 2 Hours 30 Minutes

Severity Level 2 (S2)—Degraded functionality significantly impacting the ability to deliver aspects of business operations and services.

SLA—Wowza and customer organization will commit significant resources to resolving issues.

Same Day 4 Hours 1 Hour

Severity Level 3 (S3)—Degraded performance resulting in subpar delivery of business operations and services.

SLA—Wowza and customer organization representatives will work during normal business hours to restore service to satisfactory levels.

Same Day Same Day 2 Hours

Severity Level 4 (S4)—You require assistance or information regarding a Wowza product or service.

SLA—Requests are prioritized over those from non-premium support customers.

Same Day Same Day

Frequently Asked Questions

Which products are covered by the Silver, Gold and Platinum plans?
The premium support plans apply to all Wowza products.

 

Who can buy premium support?
Premium support must be purchased with a Wowza product or purchased by existing customers with active subscriptions or perpetual licenses with maintenance and support.

 

When is chat support available?
Chat support is available 11 a.m. to 2 a.m. UTC.

 

Can I purchase premium support only when I need it?
Yes. The Silver premium support plan may be purchased on a monthly basis as needed. Live Event support is also an option if you need monitoring/support during your upcoming event, and can be purchased as a professional services offering.

Are my support contacts covered by Silver, Gold and Platinum plans?
Yes. You and your support contacts, specified in your account, will receive premium support on your support tickets.

 

How does the web conference support work?
Customers with Gold or Platinum level support will see the option to request a call with our support engineer when submitting a support ticket. After the ticket is placed, a support engineer will review your issue, and email you dial-in information within the target SLA of your support plan.

 

Am I able to buy Premium Support for my Wowza ClearCaster?
The Wowza ClearCaster™ appliance comes with three years of hardware and software maintenance, including 24/7 phone, chat and email support. Therefore, it does not have an associated Premium Support plan.

Still Have Questions?

Contact our sales team and let us find the right plan for you.