ScaleEngine Support Services

User Support

Basic email support is provided to all our customers.
We are well-known for providing the best technical assistance available from any online video provider.
Pro users get priority email support and telephone support.
Enterprise accounts have one hour email support and telephone support 24/7.

ScaleEngine Email Support: Basic best-effort support to get you started or deal with questions

Basic support is included with Basic, Advanced and VOD only accounts. ScaleEngine uses a ticket system. Advanced users will get a response within 4 hours of your issue. Non-advanced accounts get a response within 24 hours of your issue.

ScaleEngine Pro Support: Priority email support and business hours telephone support

Pro support is provided at the Pro Level account. You get one priority email ticket, with business hours telephone access per month. You will get a response within 2 business hours of your issue. Additionally, critical issues can be escalated directly to an engineer during business hours.

ScaleEngine Enterprise Support: Priority email support and 24/7 telephone support

Enterprise support is provided at the Enterprise Level account. You get three priority email tickets per month. You will get a response within one business hour. Additionally, critical issues can be escalated directly, 24 hours a day, 7 days a week, to an engineer.