About OTT Support

In this article:

Viewer Support

⚠️Note: This excludes Brazil, for more information read this article.

When you use Vimeo OTT to sell your video content, we're here to help support your customers if they run into any problems. 

Where do I send people who need help?

Your customers can access your branded Help Center by clicking Help at the footer of your Vimeo OTT 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 viewers will find a Contact Support link in the Profile section of the app.

If you are supporting a customer and need assistance continuing 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 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 prefer to run your own support, please contact us.

What are the hours for viewers to contact customer support?

Help Center

Each Vimeo OTT site has an integrated Help Center that covers everything from buying your video content to watching on your site and apps, if available.

If your viewers are unable to find the answer to their questions, they can always reach out to Vimeo OTT support through the contact form found in the Help Center.

Email Support

If the customer cannot locate their answer within your Help Center, they can reach out to Vimeo OTT support via the contact form on your respective Vimeo OTT site.

A link to the contact form is located 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.

Twitter Support

If your customers are reaching out to you via Twitter for support, refer them to the support contact page on your Vimeo OTT site. 

Seller Support 

We strive to offer the best Vimeo OTT platform support possible. Our official hours of seller support are Monday - Friday, 9 AM - 5 PM ET. 

You can reach us through the contact form.

Enterprise Support

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. 

• 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 phone and web/email support 
  • Scheduled support calls
  • An annual health check to summarize frequent support issues within your organization  
• Platinum:
  • Eight named contacts
  • Launch-day support for 5000+ subscribers
  • 24/7 phone and web/email 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

SLAs: 

Our SLAs are based on the urgency of the issue.

• Silver: 
  • Urgent: 1 business hour
  • Important: 3 business hours
  • Standard: 6 business hours
• Gold: 
  • Urgent: 1 hour
  • Important: 3 hours
  • Standard: 6 hours
• Platinum: 
  • 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.