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Support

THEO provides different levels of support offered by our expert 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.

If you require more hands-on technical support, we recommend taking up one of our Support Plans.

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* Individual Business Enterprise Premier
  For individuals or small teams. For medium-size to global video services. 
   Service desk access, standard technical support with standard response times. Provides all the benefits of Individual support package, with the added flexibility for unlimited contacts to be able to open support cases, third-party software support and quicker turn-around times and general architecture guidance. Provides 24/7 access to Support Officers, less than 1 business day response times and guidance on architecture based on your use case.  The complete support package; with architecture and proactive guidance, launch support and training. As well as quick response times, third-party software support, and 24/7 access to senior support officers via the support desk. 
Customer Service 24x7 access to billing and subscription support.
Online Documentation Full access to online self-help documentation, including but not limited to API Documentation, usage guides, whitepapers, troubleshooting, common questions, reference applications and samples.
THEO Developers 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.
How many user accounts? Single user account. Unlimited user accounts.
Amount of Support Cases that can be opened in a calendar month. ≤3 Unlimited Support Cases.
Third-party software support - Interoperability, configuration guidance and troubleshooting.
Solution Architect - 2 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 < 3 Business Days < 1 Business Days < 2 hours < 2 hours
Moderate impact < 3 Business Days < 1 Business Days < 4 hours < 4 hours
Minor impact < 3 Business Days < 1 Business Days < 8 hours < 8 hours
Informational < 3 Business Days < 2 Business Days < 1 Business Days < 1 Business Days
Pricing Greater of 50 EUR/month or 10% of monthly License Fee. Greater of 500 EUR/month or 12% of monthly License Fee. Greater of 1,500 EUR/month or 15% of monthly License Fee. Greater of 7,500 EUR/month or 18% of monthly License Fee.

* 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

Getting Started_Portal image
Want to get started with THEOplayer?
THEOportal allows you to set up and implement THEOplayer autonomously, track your impressions and more. All from your own self-service portal.

GET STARTED WITH THEOPLAYER

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Looking for API references or implementation information?
THEO's Documentation platform provides information on setting up THEOplayer, How To Guides for implementing Add-Ons, API References, and more...

GO TO DOCUMENTATION