![]() We also offer chat-based support for live-streaming issues for Advanced and Premium members. Below are estimated response times for support tickets submitted through our contact form. Silver: 9 AM-9 PM ET or 9 AM-6 PM GMT* / 9 AM-9 PM AEST**.First response SLAs and phone hours vary depending on the support package you selected and the chosen severity of your issue. Initial Response Times EnterpriseĮnterprise accounts have access to 24/7 support via our contact form, live chat (for livestreaming issues), and phone. ![]() ![]() If you are looking for information regarding Livestream Support, visit the Livestream Help Center. If you cannot locate your phone PIN, contact your account manager to have it sent to you. If you have an Enterprise contract with us, you should have received your phone PIN and instructions for contacting Enterprise Support during the onboarding process via email. Phone support is only available with an Enterprise account. The chat option can be found by clicking Support at the bottom of any of your live events' management pages. ![]() Chat supportĪdvanced, Premium, and Enterprise customers also have access to live chat support for livestreaming issues 24/7. Consider using Vimeo Record to demonstrate your issue and share the link with us. □Tip : Include as much detailed information as you can in the form’s Description field so we can better investigate your issue from the beginning. This method allows us to respond to you more quickly and gather more context about your account when we receive your message than we would with a direct email.
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