Premium Support Services for Mission-Critical Business Applications

The Gold, Platinum and Platinum On-site Premium Support programs from Real deliver a suite of proactive services, which allows us to seek out and solve issues before they impact your business. With these Premium Support programs you will have direct access to your own Technical Account Manager (TAM), who acts as your single point of contact into the entire organization at Real.

Premium Support Levels

Gold — Includes a dedicated TAM assigned to your business plus proactive services such as orientation and planning sessions, status meetings and reports, team-based support including a direct conduit into the Real development team, migration planning, beta participation and more.

Platinum — Adds the most responsive Service Level Agreement of any support program plus emergency on-site support, an annual "health check" of streaming architecture, technology and product briefings with the appropriate team, advanced notifications of security alerts, and the quickest resolution of all issues from highest to lowest priority.

Platinum On-site — As with our Platinum Support, Platinum On-site provides the most responsive Service Level Agreement and proactive support available from Real. In addition, with Platinum On-site, your TAM works with you full-time at your facility to provide the most comprehensive support available.

Service Types

Responsive Services

• Hands-on Technical Account Manager: A streaming media expert dedicated to knowing your deployment and resolving your issues

• 24x7 access via cell phone: rapid response to priority 1 issues

• Emergency on-site support when issues cannot be resolved remotely (Platinum levels only)

• Most responsive Service Level Agreement (SLA) for mission-critical streaming (Platinum levels only)

• Dedicated, Full-time engineer on-site (Platinum On-site only)

Proactive Services

• On-going technical advice from Real: a true partner for your streaming deployment

• Team-based support: Premium Support Services and development working together to resolve your issues

• Direct conduit into Real: your representative delivers access into our core development and product teams

• Orientation and planning sessions: initial meeting to outline all project and server elements, establish expectations and make sure you are ready to deploy

• Regular progress reports: detailed support activity during previous period; includes information and status regarding closed and outstanding incidents

• Migration planning: expert assistance in developing migration plans plus advice during system upgrades

• Beta program participation: opportunity to provide feedback directly to the product team at Real

• Annual "health check:" a complete review of streaming architecture; helps reduce long-term support issues (Platinum levels only)

• Technology roadmaps: previews of upcoming technology releases and improvements (Platinum levels only)

• Advanced notification of security alerts (when possible) (Platinum levels only)