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Ooyala Flex Media Platform Technical Support Portal

All Flex Media Platform Technical Support requests must be submitted on the Flex Media Platform Support Portal . All Ooyala Flex Media Platform customers with a support entitlement should already have login details provided. If you do not have a login or are having trouble logging in please contact your Ooyala Customer Success Manager.

Technical Support Plans

Your success is our top priority. We’re a trusted partner to some of the world’s biggest companies precisely because we deliver world-class support. Our expert global technical support team stands ready to address any issues you experience.

Support Features Bronze Support Gold Support
Online Support Ticket System
Multi-Stage Escalation
Support Site & Community Forum
Telephone Support 24/7
Maximum Support Seats 1 5
Customer Success Eligibility
Emergency Software Releases
Technical Account Management Eligibility
Live Event Support Eligibility
3rd Party Integration & Support
Initial Response Times Bronze Support Gold Support
Severity 1
High business impact or system unavailability
16 hours 1 1 hour
Severity 2
Significant performance degradation
16 hours 1 2 hour
Severity 3
Frequently used feature only works intermittently
16 hours 1 4 hour 1
Severity 4
Questions and feature requests
16 hours 1 1 business day

1 Business hours are from 9:00 AM to 6:00 PM in local time zone during week days (weekends and holidays excluded).