Log in to the Customer Portal
To submit a ticket, enter your username (firstname.lastname@example.org) and password below.
Please use your Support Account Login—not your Backlot Account. Need to access our legacy Ooyala Flex Portal? Login here. Questions? Contact your Ooyala Account Manager or Sales Representative.
Technical Support Plans
Your success is our top priority. We’re a trusted partner to some of the world’s biggest companies precisely because we deliver world-class support. Our expert global technical support team stands ready to address any issues you experience.
|Support Features||Bronze Support||Gold Support|
|Online Support Ticket System|
|Support Site & Community Forum|
|Maximum Support Seats||1||5|
|Customer Success Eligibility|
|Emergency Software Releases|
|Technical Account Management Eligibility|
|Live Event Support Eligibility|
|3rd Party Integration & Support|
|Initial Response Times||Bronze Support||Gold Support|
High business impact or system unavailability
|16 hours 1||1 hour
Significant performance degradation
|16 hours 1||2 hour
Frequently used feature only works intermittently
|16 hours 1||4 hour 1|
Questions and feature requests
|16 hours 1||1 business day|
1 Business hours are from 9:00 AM to 6:00 PM in local time zone during week days (weekends and holidays excluded).