Our 24/7 Tech Support Team
The idea of contacting technical support shouldn’t make you shudder. You should be able to ring up your account manager or a support engineer, state your problem or question, and have someone get to work on solving the issue. Pain-free.
That’s our philosophy, anyway. We’ve always been on the side of the customer, because we know what it’s like to get lousy service (you know—rude, untrained, or unavailable), and have been determined to bring in the best possible people to help customers learn to use our system and resolve problems.
Over the past year we’ve built up the great, small support team into a great, large support team. Two years ago thePlatform’s team consisted of four guys—that was the number of NOC staff and Application Support Engineers combined. As the company’s grown and we’ve gained dozens more customers, we’ve made a huge investment in our support organization to keep up with our clients’ needs. So now thePlatform’s has 18 support team members to help you out. This means improved turnaround times, especially since our support department is open 24/7. A Support Engineer is available around the clock, and our full-time NOC monitors our systems to guarantee availability.
In our new, state-of-the-art command center, the team continuously monitors a 60-ft. wall of application, hardware, and network displays 24 hours a day. At a glance, we can track the performance of backbone providers around the world and ensure that availability is as high as possible for external systems. New software tracks network health, congestion, and application health. You combine the new technology and systems with our expert team—these aren’t newbies, and some of them have been here for years—you get a technical support team with the tools, training, and experience to get cracking and solve your issues as quickly as possible.
What it comes down to is keeping customers’ media flowing. This is our priority from the beginning of our relationship—as soon as the contract’s signed, you’re introduced to your Account Manager, and we have a kick-off meeting with you so we know what your training and support needs are.
Maybe you’ll start off using our Player Development Kit, and need to have someone help you with Flash questions. Our account support team can help you get rolling when your internal technical resources are low and your head just can’t take one more FlashVar.
We take a team approach to our customers’ problems, and will get the information from you that helps us direct you to the right person. A recent customer deployment required a custom video download storefront, and they needed some pointers on using our APIs. Account Manager Mike Oprinski reviewed the issue and advised that the technical questions could be answered in a few emails to technical support. At first the customer was skeptical, citing prior experience with other companies’ unresponsive and non-technical technical support. Mike introduced them to Application Support Engineer Jonathan Perry, and in two days and a few emails, the customer had most of the back end designed.
When Mike called to check progress, they responded that Jonathan had taken care of the problem: “He knows his stuff.”
Stuff is what we’re all about. That and superior support.
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