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Support

Our THEO packages provide different levels of support offered by our experienced and knowledgeable technicians.

All THEOplayer customers and users have full access to our extensive developer documentation, how-to guides, API references, and code samples, at no extra charge.

In case you’re integrating THEOplayer into your video service or are considering doing so, and you need dedicated expert knowledge or tailored guidance, THEO also offers structured Integration Packages and Professional Services, enabling you to achieve a timely and efficient integration process on all your platforms.

Discuss with our sales experts on the most suitable approach for your use case.

Support Plans

Services* Professional Business Enterprise Premier
THEOplayer Access 24x7 access to billing and subscription support.
Online Documentation Full access to online self-help, API documentation, usage guides, and white papers.
THEOplayer Portal Full access to personalized dashboards, SDK configuration tools, usage, and analytics.
Service Desk Full access to Service Desk for issue filing and tracking.
Technical Support 8x5 Business Hours access to Support Officers via Service Desk. 8x5 Business Hours access to Support Officers via Service Desk and e-mail. 24x7 access to Support Officers via Service Desk, e-mail and phone. 24x7 access to Senior Support Officers via Service Desk, e-mail and phone.
Who can open support cases Single contact Unlimited contacts
Monthly opened support cases ≤3 Unlimited Support Cases.
Third-party software support - Interoperability, configuration guidance and troubleshooting.
Solution Architect - 4 hours/month 8 hours/month 24 hours/month
Technical Project Manager - - - 16 hours/month
Architectural Support - General Guidance Guidance based on use case Consultative review and guidance based on use case. 
Proactive Guidance - - - Designated Solution Architect
Launch Support - - - Designated Technical Project Manager
Resource Swap - - - Yes
Training - - - Technical web seminars and on-demand training.
Professional Services Available upon additional purchase.
Service Level* Severity Response Time
Critical impact < 1 Business Days < 1 Business Days < 2 hours < 2 hours
Moderate impact < 1 Business Days < 1 Business Days < 4 hours < 4 hours
Minor impact < 1 Business Days < 1 Business Days < 8 hours < 8 hours
Informational < 2 Business Days < 2 Business Days < 1 Business Days < 1 Business Days
Pricing 10 % of monthly License Fee with a minimum of 250 EUR/month 12 % of monthly License Fee with a minimum of 500 EUR/month 15 % of monthly License Fee with a minimum of 1,500 EUR/month 18 % monthly License Fee with a minimum of 7,500 EUR/month.
* Service: The Services are described in more detail in Supplier's Support Plans Service Description, which can be found on its website under www.theoplayer.com/terms

Helpful Resources

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