Wowza Premium Support Plans
We believe that when our customers succeed, so do we.
Receive support from streaming experts. 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
billed yearly
Online Ticket Submission
8-Hour Response Time
(weekdays only)
Live Chat Support
Gold
billed yearly
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.
24×7 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 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.
- 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.
