S E R V I C E O V E R V I E W

Copyright © Qumu. All rights reserved.+1 (612) 638-9100 USA

+44-(0) 207-253-8080 London, UKwww.qumu.com | info@qumu.com

Customer andTechnical SupportOur 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.

More InformationTo 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!

Award-Winning Support Metrics:

First Ticket Reply Time

16 minutesOne-Touch Resolution

17.5%Ticket-Handling Time

192 minutesCustomer Satisfaction

99%Willingness to Recommend

100%

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.

What Our Customers Say

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

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

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

S E R V I C E O V E R V I E W

Want to learn more? Contact us.

Copyright © Qumu. All rights reserved.+1 (612) 638-9100 USA

+44-(0) 207-253-8080 London, UKwww.qumu.com | info@qumu.com

Support Community and Service Levels

Gold

In addition to Qumunity, Qumu offers multiple Support Centers located across the globe, in support of its 24x7 customer support promise.

On Premise Deployment Support

Cloud and Cloud Hybrid Deployment

Support

Gold

Silver

Bronze

Enterprise

Professional

6:00 AM – 5:00 PM PST

6:00 AM – 5:00 PM PST

6:00 AM – 5:00 PM PST

9:00 AM – 5:00 PM Local Time

9:00 AM – 5:00 PM Local Time

Support LevelStandard Support

Hours (M – F)Priority Issue

Support Hours

24/7

24/5

6:00 AM - 5:00 PM PSTMonday – Friday

1 Hour Response (24/7)

Remember: Qumunity is Open 24x7! http://qumunity.qumu.com

Levels of Support

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.

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.

Qumunity

Training Courses

Online Support

Software Updates, Fixes and Patches

1 Hour Response (24/5)