Support Plans

Our support plans various levels of service so you know exactly how long it will take to address your issue.

Extended Support Plans

Our extended support plans offer a fast-track service with guaranteed response times as well as free installation and upgrade services.

Standard

Included With Subscription Licenses
  • Online Ticket Submission
  • 24 - 48 hour response time (weekdays only)
  • Closed Public Holidays

Extended

$50 USD Per Month
  • Online Ticket Submission
  • 4-hour Response
    Weekdays 9am-5pm AEST
  • 8-hour Response
    Outside business hours and holidays
  • Live Support Chat
    within business hours
  • Install & Upgrade Services
  • Hot Fixes applied directly
Recommended

Enterprise

Contact Sales
  • Online Ticket Submission
  • 30 Minute Reponse
  • 24x7x365 Support
  • Live Support Chat
    within business hours
  • Install & Upgrade Services
  • Hot Fixes applied directly

* Response times listed in Extended Support apply only when made via the Client Area portal from https://clients.cast-control.net when the product with Extended support is selected. Extended support plan cost applies per product. Active support & upgrades package is required in order to purchase an extended support plan.

* Once priority support service has been utilized it is not refundable.

Extended Support Plans - Service Level Agreement

Initial Response: is provided within a maximum of 4 hours during weekdays 9am – 5pm AEST or within 8 hours for all other times.

Hot Fixes: Software patches will be created where possible to fix your issue. Patches are only available to customers running the latest version of the MediaCP.
Live Chat Support: is available Monday to Friday between 9am and 5pm AEST to Extended Support plans from our Client Area when viewing your product overview page.
Installation & Upgrade Services: are provided at no additional cost. Installation services are limited to once per month and will be completed within 72 hours. Unlimited upgrade services may be used and will be completed within 72 hours from request.[/cs_text][/cs_column][/cs_row][/cs_section][/cs_content]