Your feedback helps us continue to work better for you.Sign up for Vimeo using Brushfire and get unlimited client support & 10% off! If you have a question that was not answered here, please send our friendly support team a note via our Contact Form. You can subscribe for weekly updates via email on the blog's homepage. The best way to stay current with news about Vimeo is to read our blog. If you are a security researcher who has found a vulnerability in one of our products, please report it here. If you would like to learn more about our policy or to submit a request, please visit our Deceased and Incapacitated User Policy Page. In the unfortunate event of the death or incapacity of a Vimeo member, Vimeo may, upon request of an appropriate person, and as required or permitted by law, deactivate or transfer the member’s Vimeo account. Contacting us for special circumstances Account owner is deceased or incapacitated Our specialists are trained to resolve issues as quickly as possible, but follow-up responses and resolutions can still take multiple days, especially if a given issue requires input from other teams, such as our developers. Particularly complicated issues that require further investigation are often reassigned to an escalations specialist. Priority is assigned based on your plan as well as the nature of the issue. Basic: First response usually within 3 business daysįollow-up response times may be longer than our first response time. ( Click here for more information about the transition to our new subscription model) Free: First response usually within 3 business days.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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