Customer support levels

Customer support levels

The true quality of a CDN service is reflected through their customer support.

Regional operators offer limited customer support. Although global CDN operators claim to offer 24*7 support, they offer a first line U.S. based helpdesk service. It can take weeks for your support ticket to be closed.

StreamZilla customers enjoy a professional self service center. Why wait for live streams being setup when you can do this yourself? Why do you have to ask for reports when you can login and see realtime reports yourself? Why wait if you can find most answers in our online FAQ?

On top of that, StreamZilla offers flexible customer support levels with up to 24*7 customer support with direct access to senior engineers. Our customers praise our customer support knowledge and speed.

Online Support Level

You can contact StreamZilla support via email. Support calls will be answered within two business days during EU office hours from 8:00 until 18:00 CET. If we are not able to answer within two business days we will notify you. 

Our customer support is fast, friendly, professional and personal. We speak English, Dutch and German. We do not use a generic support desk, you are helped by senior streaming and CDN experts. 

There is no limit on the number of support calls, we do expect fair use of our service and we expect your staff to have professional experience with internet and streaming media.

Note that support is only offered for the services we deliver. We cannot offer support for third party solutions. We will however do our best to help you integrate our products / services with our API's.

Priority Support Level

You can contact StreamZilla support via email and telephone. Support calls will be answered with priority within one business day during EU office hours from 8:00 until 18:00 CET. If we are not able to answer within one business day we will notify you. 

Our customer support is fast, friendly, professional and personal. We speak English, Dutch and German. We do not use a generic support desk, you are helped by senior streaming and CDN experts. 

There is no limit on the number of support calls, we do expect fair use of our service and we expect your staff to have professional experience with internet and streaming media.

Note that support is only offered for the services we deliver. We cannot offer support for third party solutions. We will however do our best to help you integrate our products / services with our API's.

Exclusive Support Level

You can contact StreamZilla support via email and telephone. Support calls will be answered with the highest priority within one business day during EU office hours from 8:00 until 18:00 CET. If we are not able to answer within one business day we will notify you. 

Our customer support is fast, friendly, professional and personal. We speak English, Dutch and German. We do not use a generic support desk, you are helped by senior streaming and CDN experts. 

During office hours there is no limit on the number of support calls, we do expect fair use of our service and we expect your staff to have professional experience with internet and streaming media. 

We permanently have senior engineers on duty, around the clock. For support outside EU business hours, your staff can ask for support via our online exclusive support system, 24*7. The on duty senior engineer will contact your staff member as fast as possible. 

Outside EU office hours the number of exclusive support calls is limited to 4 per week.

Note that support is only offered for the services we deliver. We cannot offer support for third party solutions. We will however do our best to help you integrate our products / services with our API's.