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.

Award-Winning Support:

First Ticket Reply Time
16 minutes

One-Touch Resolution
17.5%

Ticket-Handling Time
192 minutes

Customer Satisfaction
99%

Willingness to Recommend
100%

What Our Customers Say

“Excellent customer support. I receive quick responses to my questions and the issue was solved quickly and effectively.”

“Love working with you guys! Thank you for your patience with me as I discover what’s possible.”

“Thank you for helping us on a Sunday evening!!! Great support and communication. Thanks again!”

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 Enterprise Video 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


Professional
9:00 AM – 5:00 PM
Local Time

9:00 AM – 5:00 PM
Local Time
1 Hour Response
(24/7)

1 Hour Response
(24/7)

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 Enterprise Video 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


Professional
9:00 AM – 5:00 PM
Local Time

9:00 AM – 5:00 PM
Local Time
1 Hour Response
(24/7)

1 Hour Response
(24/7)

Request More Information

To request more information, please contact Customer Support via email at support@qumu.com any time. Or, feel free to complete our Contact Us Form. We look forward to hearing from you!