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Support ServicesYour business never sleeps, but you can. — Support Services From Real

Real, the leader in streaming media solutions, is also the leader in streaming media support.

The idea of purchasing a comprehensive support program should be more than an after-thought. It should be an integral part of a product purchase. Choosing the right support for your specific business needs helps ensure a smooth deployment, an effortless operation and the quick resolution of any issues that may arise.

In today's "always on" world, taking a wait-and-see approach regarding support just doesn't work. Your staff should be able to concentrate on servicing your business and your customers, instead of your streaming media software. You shouldn't have to worry about whether or not you have the latest version or upgrade. And downtime of just about any duration can have a serious and negative impact on your business. Purchasing the appropriate level of Support Services from Real can minimize the impact.

The Right Time
Purchasing the right support program upfront means you're covered from day one. While budgets are always a priority, purchasing a product without adequate support rarely, if ever, saves money. In addition, your business will always be up-to-date with direct access to the latest versions and upgrades from Real.

The Right People
Because Real is the leader in streaming media solutions, Support Services from Real gives you access to the top people in the streaming media industry. These are the people who think about streaming media every single day — concentrating on what they do best so you can concentrate on what you do best.

The Right Program
Whether your business will use streaming media to deliver on-demand training sessions or full-blown live events, Support Services from Real has a program to fit your business.

Support Services from Real has two categories of services offering a total of five levels of support. Each category is based on the types of services and the level of support you need. Choosing a higher level of support means that more services are available to you.

Essential Support
With our two essential support programs, Bronze and Silver Support, issues are addressed as they occur. Both programs include Web-based and telephone support during regular business hours, and access to a Product Account Maintenance (PAM) Web site. The Silver program adds 24x7 emergency queuing and the resolution of priority issues.
- Bronze Support
- Silver Support

Premium Support
For those who rely on streaming media as a mission-critical part of their business, and especially those who do live events, our Premium Support programs are the way to go. Our Gold, Platinum and Platinum On-site support programs deliver a suite of proactive services, which allows us to seek out and solve issues before they impact your business. With these support programs you’ll have direct access to a single point of contact into Real.
- Gold Support
- Platinum Support
- Platinum On-Site Support

Real also offers two programs to assist you; one with the deployment, installation and integration of your recent software purchase and the other to provide one-to-one engineering support for all licensed Helix DNA Technology.

QuickStart Services — For painless installation and solid network integration, choose QuickStart and let Real's support engineers do the rest. You'll experience optimized deployment that minimizes your bandwidth costs and delivers the highest quality digital media to endusers.

Development Support — Development partners who have licensed the Helix DNA technology and require one-to-one engineering assistance with the development and integration of the DNA Technology into their products now have four levels of Development Support to choose from.


To find out more about Support Services from Real, download our brochure (PDF), fill out our online form or contact us at 1-800-444-8011

-> Call us at 1-800-444-8011 or request more information
-> Contact Technical Support

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