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Customer and Technical Support

Our 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.

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.

Award-Winning Support

Customer Satisfaction

99%

One-Touch Resolution

>40%

First Ticket Reply Time

Under 5 minutes

Excellent customer support. I receive quick responses to my questions and the issue was solved quickly and effectively.

Pfizer

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

Corning

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

Praxair

Global Support Community

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.

In addition to Qumunity, Qumu offers multiple Support Centers located across the globe, in support of its 24×7 customer support promise.

Support Levels and Options

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 Video Engagement 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.

Deployment TypeSupport LevelStandard Support Hours (M – F)Priority Issue Support Hours
On Premise Deployment SupportGold6:00 AM – 5:00 PM PST24/7
Silver6:00 AM – 5:00 PM PST24/5
Bronze6:00 AM – 5:00 PM PST6:00 AM - 5:00 PM PST
Monday – Friday
Cloud and Cloud Hybrid Deployment SupportEnterprise9:00 AM – 5:00 PM
Local Time
1 Hour Response
(24/7)
Professional9:00 AM – 5:00 PM
Local Time
1 Hour Response
(24/7)

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