Support Plans

THEO provides different levels of support offered by our expert technicians. Choose the level of technical support most suitable to your challenges and expertise.

Support Plans

  Basic Standard Business Enterprise Premier
  Access to customer service, documentation, how-to guides and THEOportal. This is provided to all THEOplayer customers, at no extra charge. Includes all basic support options, with added benefits of service desk access, standard technical support with standard response times Provides all the benefits of standard support, 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
Self Help, Documentation and Guides Full access to online self-help, API documentation, usage guides and whitepapers.
THEOplayer Portal Full access to personalized dashboards, SDK configuration & usage portal
Service Desk - Full access to Service Desk for issue filing and tracking
Technical Support - Business hours access to Support Officers via Service Desk Business hours access to Support Officers via Service Desk and mail 24x7 access to Support Officers via Service Desk, mail and phone 24x7 access to Senior Support Officers via Service Desk, mail and phone
Who can open support cases - Single contact Multiple contacts
Third-party software support - - Interoperability & configuration guidance and troubleshooting
Case severity & Response times Informational - < 3 business days < 2 business days < 1 business day < 1 business day
Critical impact - < 3 business days < 1 business day < 2 hours < 2 hours
Moderate impact - < 3 business days < 1 business day < 4 hours < 4 hours
Minor impact - < 3 business days < 1 business day < 8 hours < 8 hours
Architectural Guidance - - General guidance Guidance based on use case Consultative review and guidance based on use case
Proactive Guidance - - - - Multiple contacts
Launch Support - - - - Designated Technical Project Manager
Training - - - - Technical web seminars and on-demand training 
Professional Services for support with custom requirements - - - Available for purchase Available for purchase
Pricing Free Greater of 50 EUR/month or 10% of monthly license cost Greater of 500 EUR/month or 12% of monthly license cost Greater of 1,500 EUR/month or 15% of monthly license cost Greater of 7,500 EUR/month or 18% of monthly license cost


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.


Getting Started_Documentation Image
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...