Contact Us

How Do I Contact Support?

If you have any questions or issues regarding Livestream or any Livestream product, there are a few ways to contact our team.

Log in to your Livestream account and visit help.livestream.com. Click Contact Us in the upper right corner.

All customers regardless of plan type can open a ticket with our team at any time using the drop-down form on this page. We recommend being logged into your Livestream account when submitting a ticket to ensure you get an efficient response.

  

If you have phone support access, you will see phone contact information to the right of the contact form. Call +1 (646) 490-1679. When prompted, dial 1 for Support. Enter your PIN followed by the pound key. This PIN is unique to your account or Studio product and should not be shared with anyone.


Depending on your business needs, you may be interested in additional support. We offer enterprise support tiers so you can find a package that fits your needs and your budget. 

 


Silver
Gold Platinum

Included in your Vimeo Enterprise or Livestream Enterprise plan Ideal for organizations with global teams
Everything in Gold + onsite support and rapid response SLA
Named Contacts
4 6 12
Web/Email Support
24/7 24/7 24/7

Phone Support 

(incl. Call Me Now)

9am-9pm ET or 9am-6pm GMT * 24/7 24/7
Schedule Support Calls
Yes Yes Yes
Live Workflow Review
No Yes Yes
Live Event Support
n/a 1 3

Health Check

(Review summary of frequent support issues)

n/a Once a year Every 3 months
Dedicated Enterprise Support Specialist
No No Yes
Onsite Support
n/a n/a 1
SLA for First Response Time
Urgent 1 business hour 1 hour 30 minutes
Important 3 business hours 3 hours 1 hour
Standard 6 business hours 6 hours 2 hours

* For customers based in Europe.

 

If you are interested in upgrading your account to add more features including phone support, please contact our sales team by calling 1 (877) 977-8732 or go to our pricing page and click 'Request Demo' under Enterprise.

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