Telestream® specializes in products that make it possible to get video content to any audience regardless of how it is created, distributed or viewed. Throughout the entire digital media lifecycle, from capture to viewing, for consumers through high-end professionals, Telestream products range from desktop components and cross-platform applications to fully-automated, enterprise-class digital media transcoding and workflow systems. Telestream enables users in a broad range of business environments to leverage the value of their video content.
Critical: Trouble condition where a production use Telestream Product is completely out of service or is causing significant business impact to the Reseller and no immediate workaround is available.
High: Trouble condition where a feature of a production use Telestream Product is dysfunctional or is causing significant business impact to the Reseller or a development use Telestream Product is completely out of service and no immediate workaround is available.
Medium: Trouble condition where a production use or development use Telestream Product is impacted but relief is provided through a temporary fix or workaround solution.
Low: Any trouble condition or request for assistance that is not impacting business of Reseller. 1. Trouble Escalation. For the Term of this Agreement, trouble conditions defined as Priority 1 or Priority 2, Telestream shall use commercially reasonable efforts to resolve issues as soon as possible. Any temporary or final resolution will be discussed and agreed upon by both Parties in advance. Note: Problems that require a modification or change to physical hardware will be at Telestream discretion and Telestream will use reasonable commercial efforts to replace or fix.
2. Updates & Upgrades. For the Term of this Agreement, Telestream shall provide License Updates when Telestream improves the performance (not the features) to the Telestream Product(s) and makes such Updates generally available to customers under a valid support agreement
North America: Monday through Friday, excluding holidays, between the hours of 6:00am and 6:00pm Pacific Standard Time.
877-257-6245 (toll free) 530-470-1300
Contact Telestream support by phone for all Priority 1 issues
Priority 2 through Priority 4 can be reported via phone or e-mail