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Customer (subscribers/buyers) Support
When you use Vimeo OTT to sell your video content, we've got your back on customer support. We strive to reply and help your customers as quickly and effectively as we can. A customer will wait no longer than 24 hours for reply from the Vimeo OTT support staff.
⚠️Please note that due to increased volume related to COVID-19, customers should expect longer wait times than usual to receive a response from our team.
Where do I send people who need help?
Your customers can access your branded Help Center by clicking Help at the footer of your site when they're logged out of their account. If they're logged in, they'll also see the Help link next to their profile button in the top right corner of the page.
If you have apps, your buyers will find a Contact Support link in the Profile section of the app.
If a customer contacts you and you would like for them to get assistance from our team, forward the interaction to firstname.lastname@example.org. Be mindful that your message to our team will be included in the thread that goes to your customer.
⚠️Note: This email address is for your forwarding use only. It will not work if buyers write into it directly, so please do not share it with your customers.
If you are supporting a customer and need help to continue the interaction with them, you can get help from our seller support team by reaching out through the contact form.
If you'd like to provide your own customer support, we can help you set that up by replacing our contact links in your help center with your support address. If you'd like to run your own support, please contact us.
What are the hours for customer support?
Our team is available to support your buyers 24 hours a day, seven days a week.
Each Vimeo OTT site has a Help Center integrated into the site that covers everything from buying to watching on your site and apps, if available. If your buyers are unable to find the answer to their question, they can always reach out to us through the contact form found in the Help Center.
If the customer cannot locate their answer within the FAQ, they can reach out to Vimeo OTT support via the contact form on your respective Vimeo OTT account. A link to the contact form is at the top of all branded help centers.
If questions come in that are directed at you, the seller, or are outside of our realm of knowledge, we will CC you on the email so you can continue supporting them.
If your customers are reaching out to you via Twitter for support, refer them to your support contact page, and we'll help out as soon as we can.
We strive to offer the best Vimeo OTT platform support possible. Our official hours of seller support are Monday - Friday, 9AM - 5PM EST.
You can reach us through the contact form.
Depending on your business needs, you may be interested in additional support for you and your customers. With those needs in mind, we offer enterprise support tiers so you can find a plan that works for your needs and your budget. Here's a summary of the different levels:
Silver: Two named contacts; launch-day support for under 1,000 subscribers; web/email support between 9am-9pm ET or 9am-6pm GMT.
Gold: Four named contacts; launch-day support for between 1,000 and 5,000 subscribers; 24/7 web/email support, 24/7 phone support; scheduled support calls; and a yearly health check to summarize frequent support issues within your organization.
Platinum: Eight named contacts; launch-day support for 5000+ subscribers; 24/7 web/email support; 24/7 phone support; scheduled support calls; a health check every three months to summarize frequent support issues within your organization; a dedicated Enterprise Support Specialist; and onsite support for one event a year.
Depending on the urgency of the issue, our SLAs are as follows:
- Urgent: 1 business hour
- Important: 3 business hours
- Standard: 6 business hours
- Urgent: 1 hour
- Important: 3 hours
- Standard: 6 hours
- Urgent: 30 minutes
- Important: 1 hour
- Standard: 2 hours
If you are interested in upgrading to Gold or Platinum level support, contact us to learn more.