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Customer Portal

To submit a ticket, enter your username (username@ooportal.com) and password below.

Please use your Support Account Login—not your Backlot Account. Need to access our legacy Ooyala Flex Portal? Login here. Questions? Contact your Ooyala Account Manager or Sales Representative.

Technical Support Plans

Your success is our top priority. We’re a trusted partner to some of the world’s biggest companies precisely because we deliver world-class support. Our expert global technical support team stands ready to address any issues you experience.

Support Features Bronze Support Gold Support
Online Support Ticket System
Multi-Stage Escalation
Support Site & Community Forum
Telephone Support 24/7
Maximum Support Seats 1 5
Customer Success Eligibility
Emergency Software Releases
Technical Account Management Eligibility
Live Event Support Eligibility
3rd Party Integration & Support
Initial Response Times Bronze Support Gold Support
Severity 1
High business impact or system unavailability
16 hours 1 1 hour
24/7/365
Severity 2
Significant performance degradation
16 hours 1 2 hour
24/7/365
Severity 3
Frequently used feature does not work intermittently
16 hours 1 4 hour 1
Severity 4
Questions and feature requests
16 hours 1 1 business day

1 Business hours are from 9:00 AM to 6:00 PM in local time zone during week days (weekends and holidays excluded).