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 the 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.
Call +61 1800 114 456 for APAC phone support.
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 */ 9 am- 9pm AEST** | 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.
** For customers based in the APAC region.
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.