Opening a Case with Brightcove Support

Product(s)
Video Cloud
Gallery
Live
Social
Audience
Brightcove Player
Zencoder
OTT Flow
SSAI
Ooyala
Role(s)
Studio User
Player Developer
API Developer
Device SDK Developer
Task(s)
Get Started using Gallery
Get Started using Video Cloud Studio
Get Started with Player Development
Topic(s)
General Info

In this topic you will learn how to open a case with Brightcove Support.

Brightcove offers a variety of support programs to meet the needs of our customers. For information on these programs, check the Brightcove Support section of our website.

One support option is the Support Portal that can be used to open a case with Brightcove Support

Creating a new support account

Before you can create cases using the Support Portal you have to create an account. To create a new account, follow these steps:

  1. Access the Support Portal using one of these methods:
  2. Click Sign Up.
  3. Enter your First Name, Last Name and Email and click Sign Up. An email will be sent to the account specified.
  4. Check your email account for an email from Brightcove Community. Click the Get Started TODAY link. A browser window will open.
  5. Enter a password for your account and then click Change Password.
  6. Confirm that you are redirected to the Brightcove Support Portal home page.

 

Opening a support case

To open a case with Brightcove Support using the Support Portal, follow these steps:

  1. Login to the Brightcove Support Portal at https://supportportal.brightcove.com.
  2. Click SUBMIT A CASE in the page header.
  3. Enter case information:
    • Subject - Title of the case
    • Description - Description of the issue, question or problem
    • Priority
      • P1 - Critical - Loss of a Brightcove Service or critical loss of significant publishing availability to a live production player
      • P2 - Important - Brightcove Service is operational, but there are blocking issues regarding expected publishing capabilities specific to a live production player (i.e. relating to uploads, console activity, specific players).
      • P3 - Other - Requests which are not defined as Critical or Important (including requests for account/user modifications)
    • URL - Page URL where the issue can be observed (if available)
  4. Click Confirm. The case details will be displayed.
  5. Click on the Write a new comment... link to add additional comments or to upload a screen shot. For more advanced cases, Brightcove Support may you to attach a network log or Charles log. Detailed steps to reproduce the issue and screen shots of the behavior/issue are always helpful to Brightcove Support and can speed up the time needed to resolve your case.

Cases can also be created by emailing bc_support@brightcove.com.

Viewing your support cases

All support cases can easily be viewed in the Support Portal. The CASE STATUS will be one of:

  • New - Case was just created and is awaiting Brightcove review
  • Open - Case is in progress
  • Awaiting your response - Brightcove Support requires additional information or a solution has been provided and Brightcove is waiting for a response
  • Closed - Case has been resolved
  • Closed Awaiting - Case was closed due to no response from publisher; case will be reopened if publisher contacts Brightcove

To view your cases with Brightcove Support, follow these steps:

  1. Login to the Brightcove Support Portal at https://supportportal.brightcove.com.
  2. Click SUPPORT CASES in the page header. A list of Open Cases will display.
  3. Click Case History to view a list of closed cases.
  4. Click on a Case Number to view the case details including comments from Brightcove Support.

Clicking on a column header will sort the list by that column.

Viewing the Brightcove System Status page

Brightcove continuously monitors the status of all Brightcove Services including Video Cloud, Gallery, Analytics and Zencoder. If there are any interruptions in service, a note will be posted on the System Status Page. All scheduled maintenance notices will also be posted.

To access the System Status page, login to the Support Portal and click SYSTEM STATUS in the page header or go to status.brightcove.com.

To learn more about the System Status page, see Viewing the Brightcove System Status Page.