THEOplayer

Support plans

THEO provides different support plans depending on your needs. All of our pricing plans already include access to our video playback experts through a professional support plan. Please contact us if you are looking for more extensive support!

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Services Professional Business Enterprise Premier
THEOplayer Access 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.
THEOplayer Portal Full access to personalized dashboards, SDK configuration tools, usage, and analytics.
Service Desk Full access to Service Desk for issue filling 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 supported 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 Response Time
 Case Severity & Response Times
 
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% of monthly License Fee with a minimum of 7,500 EUR/month
*Service: The Services are described in more detail in the Support Plan Service Description, which can be found at
www.theoplayer.com/terms-and-conditions
Services Professional Business Enterprise Premier
THEOplayer Access 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.
THEOplayer Portal Full access to personalized dashboards, SDK configuration tools, usage, and analytics.
Service Desk Full access to Service Desk for issue filling 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 contract Unlimited contracts
Monthly opened supported 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 Response Time
Case 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% of monthly License Fee with a minimum of 7,500 EUR/month
 

 
*Service: The Services are described in more detail in the Support Plan Service Description, which can be found at www.theoplayer.com/terms-and-conditions

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