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!
| 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 |
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| Service Level | Response Time | |||
| Severity | < 1 Business Days | < 1 Business Days | < 2 hours | < 2 hours |
| Critical Impact | < 1 Business Days | < 1 Business Days | < 4 hours | < 4 hours |
| Moderate Impact | < 1 Business Days | < 1 Business Days | < 8 hours | < 8 hours |
| Minor Impact | < 2 Business Days | < 2 Business Days | < 1 Business Days | < 1 Business Days |
| Informational | 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 |
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*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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| 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 |
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| Service Level | Response Time | |||
| Severity | < 1 Business Days | < 1 Business Days | < 2 hours | < 2 hours |
| Critical Impact | < 1 Business Days | < 1 Business Days | < 4 hours | < 4 hours |
| Moderate Impact | < 1 Business Days | < 1 Business Days | < 8 hours | < 8 hours |
| Minor Impact | < 2 Business Days | < 2 Business Days | < 1 Business Days | < 1 Business Days |
| Informational | 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 |
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