Support

Rambla customers are not required to buy a support contract. All of our basic services - including our API's - are well documented, so you should be able to use them without additional help. If you do need some help or advice, we will not charge you for answering an occasional email. We believe that all customers should be able to benefit from our know-how concerning multimedia and content delivery, and that helping to deliver quality is an important part of our value proposition.

This being said, we reserve ourselves the right to regard customer questions as incidental support requests (see below) at any given time. For instance, such would be the case if answering your questions requires a fair amount of research on our part, if we think that you are demanding consultancy rather than support, or if the amount of questions from a customer is disproportionate to his or her use of our services. In any case, we will first obtain your agreement before treating a question as incidental support and charging you for it.

Incidental Support

Incidental support is charged on an hourly basis. Our normal rate is 95 € per hour. If you know in advance that you'll be needing frequent support, you can also buy a package of 10 hours (valid during a one year period) and get a 20% discount (750 € for 10 hours).

Support Contracts

We offer two types of support contracts: Standard Support and Premium Support. These include:

• a number of support hours, available during the period of one year
• discount price for additional incidental support (when needed)
• availability of Rambla support via email or telephone
• priority handling for all your support requests
• guaranteed response within 1 business day for Standard Support, 4 business hours for Premium Support
• 24*7 hotline, for Premium Support

Depending on your needs, our support contracts can be further customized. For more information, contact our sales office.

PROJECTs AND LIve streams

For custom projects, support conditions and pricing will be part of the project agreement. Live streams which are managed and/or broadcasted by Rambla, are also treated as custom projects.

For live streams not managed by Rambla, we offer a Monitoring Support package. This guarantees you the availability of a senior Rambla engineer, who will provide you with remote assistance while you're preparing and testing the stream (e.g. launching test streams, troubleshooting broadcasting issues, connection tests, best practice advise on encoding and publishing...). The engineer will also be available (remotely - by email, IM or telephone) during the course of your livestream; he will monitor the streaming servers, make sure burst capacity is added on the fly, and provide you with feedback concerning quality, performance and results.

Monitoring support must be ordered at least three business days in advance. For high-profile live streams, we suggest that you use this offer to ensure a quality production. If you prefer not to use Monitoring Support, we nevertheless recommend that you notify us in advance of the date and time of your broadcast. This way, we can make sure that bursting resources are readily available and may be able to react faster if a problem would occur. However, without a support contract in place (Monitoring Support or otherwise) we can not guarantee immediate availability or a limited response time.

sCOPE OF Support

Unless otherwise agreed, support is limited to our own services and delivered on a best effort basis. We will try our best to help you troubleshoot and resolve issues, but in case of client, firewall or network problems - which are beyond our control - we may only be able to offer general advice.