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 encounter 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?
Our team is available to support your customers 24 hours a day, seven days a week.
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.
X 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.
Phone Support
Depending on your immediate needs, you may also opt for phone support, you can find a plan that works for you in your budget.
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Silver
- Four named contacts
- 24/7 web/email support
- Phone support between 9 AM - 9 PM ET or 9 AM - 6 PM GMT or 9 AM - 9 PM AEST
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Gold
- Six named contacts
- 24/7 web/email support
- 24/7 phone support
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Platinum
- Twelve named contacts
- 24/7 web/email support
- 24/7 phone support
- Standby Event support for up to 5 hours for 1 event.
- Dedicated Enterprise support specialist.
SLAs:
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Silver:
- Urgent: 1 business hour
- Important: 3 business hours
- Standard: 6 business hours
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Gold:
- Urgent: 1 hour
- Important: 3 hours
- Standard: 6 hours
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Platinum:
- Urgent: 30 minutes
- Important: 1 hour
- Standard: 2 hours