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Support Plans

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

  Standard Business Enterprise Premier
   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 
Pricing 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.

GET STARTED WITH THEOPLAYER

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...

GO TO DOCUMENTATION