Support and SLA # Support that a small team can actually honour Most player vendors answer a report with a ticket queue and a script. At Bradmax the people who build the player are the people who answer your report, which is why we can publish response and repair times instead of a vague promise of reasonable efforts. The commitments below are deliberately capped. Where a plan needs more, we agree a faster and wider SLA in the contract rather than promising it to everyone and quietly missing it. ## How we classify an error ### Critical The player is unusable or stops doing its core job. For example playback fails for all users on one platform (web, iOS, Android, Android TV, Apple TV or Tizen), the player cannot start, or there is a loss of data or data consistency. ### Major Use is restricted while the player still works. For example playback fails for a large share of users (around 20% or more), a non-critical function is unavailable, or performance falls below the threshold in the specification. ### Minor A problem that does not stop playback, such as a wording error in the interface or an unavailable help page. ## What response and repair mean Response time is how long we take to acknowledge the report and start on it. Repair time is how long we take to remove the error. Both are counted continuously from the moment you report it, not from the next working day. You can report an error through the ticketing system in the panel, by email to support@bradmax.com, or by phone. We confirm receipt on every report, and the confirmation does not restart the clock. ## Response and repair times | Error category | Response time | Repair time | | --- | --- | --- | | Critical | 4 hours | 2 business days | | Major | 8 hours | 3 business days | | Minor | 72 hours | 10 business days | ## Availability: a 99.9% target for playback We target 99.9% availability of playback delivery, measured over each calendar month. Playback depends on your CDN, your packaging and your licence service as much as on the player, so the target excludes outages caused by your infrastructure or a third-party provider, force majeure, and scheduled maintenance announced in advance. If you need a higher target, it is agreed per contract alongside the response times. We would rather commit to a number we can hold than publish a higher one and miss it. ## How this compares with the market | Metric | Bradmax | Bitmovin | THEOplayer (Dolby) | Brightcove | Vimeo | Radiant | | --- | --- | --- | --- | --- | --- | --- | | Published uptime | 99.9% target (playback) | 99.5% (Encoding and Analytics only) | None for the player; 99.5% for THEOlive | 99.9% player, 99.5% interface | 99.90% (Enterprise, OTT, Livestream) | None, availability is disclaimed | | Fastest published critical response | 4 hours (default) | 1 hour (Enterprise) | 2 hours (Enterprise) | 15 minutes (Platinum) | 30 minutes (Platinum) | Not published | | 24/7 coverage | Agreed on the pro SLA | Enterprise only | Enterprise only | Platinum only | Gold and Platinum | No | ## Where the standard commitment ends The response and repair times cover errors in the player software. If the cause lies outside the player, for example in your infrastructure or a third-party service, we are not bound by the repair time, but we will identify the cause and support the party that owns the fix. A number of vendors in this market publish no enforceable commitment at all, and one or two disclaim availability outright. That is the gap this page is meant to close: a concrete number, from a team small enough to be accountable for it. ## For teams that need more: the pro SLA Where the standard terms are not enough, we agree a pro SLA in the contract. It can include 24/7 coverage for critical issues, a two-hour response for critical errors, a next-business-day repair and a higher availability target than the 99.9% default. Those terms are set per contract rather than on this page, because they depend on your setup, your delivery chain and how quickly we can reach the people who can fix a problem. The free plan is the place to start the conversation: bring a real playback problem and see how we answer it. ## Talk to an engineer - [Talk to an engineer](mailto:office@bradmax.com?subject=Bradmax%20support%20and%20SLA) - [See pricing](https://bradmax.com/site/en/pricing) - [Player documentation](https://bradmax.com/static/player-doc/) - [White-label and reseller program](https://bradmax.com/site/en/white-label) - [Start free](https://bradmax.com/site/en/signup) ## Frequently asked questions ### What support is included with the standard plans? Every paid plan includes support through the ticketing system and email, on business days from 09:00 to 17:00 CET, with a first reply within 72 hours. The error response and repair times on this page are committed on supported plans and in custom contracts. ### What counts as a Critical error? One that makes the player unusable or stops it doing its core job. Examples: playback failing for all users on one platform (web, iOS, Android, Android TV, Apple TV or Tizen), the player failing to start, or the loss of data consistency. ### Is support available 24/7? The default support hours are business days from 09:00 to 17:00 CET. 24/7 coverage for critical issues is available on the pro SLA, agreed per contract. ### What is not covered by the response and repair times? Errors whose cause lies outside the player software, such as your infrastructure or a third-party CDN or DRM service. In those cases we identify the cause and support the party responsible for the fix, but the repair time does not apply. ### Can we get a higher uptime guarantee? Yes. The 99.9% target is the default. A higher availability target, together with faster response times and 24/7 coverage, is agreed per contract for teams that need it. ### Do you offer an SLA for white-label and reseller partners? Yes. Partners own tier-1 support for their customers and we provide the escalation path to the engineers who build the player. The SLA between us is agreed in the partner agreement. ## Sources and method - [Bitmovin SLA](https://legal.bitmovin.com/legal/sla) Availability of Bitmovin Encoding and Observability; the Player is excluded from the uptime commitment - [THEOlive SLA and THEOplayer support plans](https://www.theoplayer.com/service-level-agreement-theolive) Dolby OptiView / THEOplayer published uptime and support terms - [Brightcove customer support](https://www.brightcove.com/en/services/customer-support) Brightcove support programmes and the 99.9% player uptime commitment in the EULA - [Vimeo Service Level Agreement](https://vimeo.com/legal/enterprise-terms/sla) Vimeo Enterprise, OTT and Livestream uptime and service credits - [Radiant Media Player terms of service](https://www.radiantmediaplayer.com/terms-of-service.html) Support on reasonable endeavours, with availability disclaimed - Bradmax contract SLA annex The response and repair times used in Bradmax contracts (docs/bradmax-sla-template.md) ### Bring us your hardest playback problem Test the player on your own streams on the free plan. If something misbehaves, the report reaches the engineers who build the player, and the response times on this page are the ones we hold ourselves to.