Customer and Technical Support
Our award-winning Customer and Technical Support Team is not only a critical part of Qumu’s operation, but the face of the company for most clients—providing 24/7 technical support services to Qumu customers around the globe.
What We Do
The Qumu Customer and Technical Support Team assists customers with post-implementation issue diagnosis and resolution, acting as a valued partner to every client. Services include troubleshooting, issue replication, root cause analysis, issue closure, community management and basic non-technical customer care—via email, telephone or online.
Who We Are
The Qumu Customer and Technical Support Team are experienced and certified video streaming experts, averaging more than 10 years of overall work experience—with an average of 5 years in Technical Support and 2 years in Engineering and Development. Team members have hands-on experience with a variety of technologies including J2EE, Applications Servers (Jboss), Core Java (JDK), Authentication Technologies (LDAP), Databases (SQL, Oracle), Web Servers (IIS7), Windows Server and Linux.
99%
Customer Satisfaction
>40%
One-Touch Resolution
Under 5 minutes
First Ticket Reply Time
Customer Service Department of the Year
2021
Qumu Customer Success Team Earns Silver Stevie® at the 19th Annual American Business Awards®
Global Support Community
Our community-based user portal called Qumunity offers all of the latest news, product updates, fixes, patches and self directed learning courses our customers need—as well as an open support forum and support ticket submission system.
In addition to Qumunity, Qumu offers multiple Support Centers located across the globe, in support of its 24×7 customer support promise.
Support Levels and Options
The highly trained support experts at Qumu are ready to answer your questions, provide advanced troubleshooting, and share best practices to help your organization maximize the ROI of its Qumu Video Engagement Platform. Technical support can be delivered in a variety of ways depending on the support level chosen and the issue priority, as noted in the table below.
| Deployment Type | Support Level | Standard Support Hours (M – F) | Priority Issue Support Hours |
|---|---|---|---|
| On Premise Deployment Support | Gold | 6:00 AM – 5:00 PM PST | 24/7 |
| Silver | 6:00 AM – 5:00 PM PST | 24/5 | |
| Bronze | 6:00 AM – 5:00 PM PST | 6:00 AM - 5:00 PM PST Monday – Friday |
|
| Cloud and Cloud Hybrid Deployment Support | Enterprise | 9:00 AM – 5:00 PM Local Time | 1 Hour Response (24/7) |
| Professional | 9:00 AM – 5:00 PM Local Time | 1 Hour Response (24/7) |
