JWP Support
At JWP we are focused on helping our customers to achieve their outcomes. That means exceptional support in time of need – whether it’s a question, advice or an issue to solve, we desire to become an extension of the customer to solve even the most complex request. Our support teams include customer success managers, support engineers and a 24/7 NOC for live event monitoring. We offer multiple tiers of support packages depending on the customer requirements.
| Support | Standard | Premium | Plus | VIP | |||
|---|---|---|---|---|---|---|---|
| Response Time | 24 hours | 2 hours | 5 minutes | 5 minutes | |||
| Contact method | Webform | ✔ | ✔ | ✔ | ✔ | ||
| Phone (urgent issues) | ✔ | ✔ | |||||
| Add Ons | |||||||
| Live Event Monitoring | ✔ | ✔ | |||||
| Viewer Authentication and Payment Support |
PPV and subscription management including viewer authentication and viewer payment and access issue handling including refunds | ✔ |
JWP Professional Services
JWP Professional Services teams are your secret sauce. They bring their knowledge and experience to solve your most urgent, or difficult problems. Whether it’s a project needing particular expertise, technology integrations, or the need for quick deployment, JWP professional teams have your back.
The PS team gathers customer’s requirements and learn existing media infrastructure and workflows. The team then develops a progressive design of the solution based on mutually identified priorities to create desired outcomes.
Services may include – content and data migration, integration consulting, application development, broadcast live set up and turnkey project management. Additionally, there is a full team of solutions architects, engineers and a dedicated project manager assigned to each engagement.
Accelerate your ability to leverage the JWP platform by seamlessly migrating your business critical content and data.
- Reduce complexity and consolidate your assets
- Retain your critical data (metadata, thumbnails, captions, tracks)
- Facilitate custom metadata transformations for frontend and backend workflows for web, OTT, CTV and FAST
Extend your expertise with JWP engineers to help your team create video-centric applications with JWP, from frontend experiences to backend workflow integrations.
- JS/HTML5 JW Player development for customized player deployment
- iOS and Android JWP SDK integration for OTT apps
- JWP backend integrations for Management API & Delivery API
Custom application design and development for enriching your video applications when using JWP infrastructure.
- Requirements gathering and solution design
- Project management from start to launch
- Sprints based development with JWP Professional Services engineering
- Deployment and QA services pre and post-launch
Configure bespoke live streaming configurations and workflows within the JWP Broadcast Live platform.
- 24/7 live channels, live events and redundant channels set up
- Region-aware setups for improved performance
- Deployments on own-and-operated infrastructures, as well as 3rd party platforms
- Customization of Server Side Ad Integration (SSAI) workflows
- Optimization of features such as DVR windowing, Live Clipping, EPG integrations
engineering - Deployment and QA services pre and post-launch
Project management to reduce deployment risk and manage complexity from early design to post-launch for the most sophisticated deployments.
- Multi-environment project management (OVP, OTT, Web, Native SDKs)
- Stakeholders management, including orchestration of resources and sub-tasks on the project
- JWP project management with freedom to use the PM tool of choice