We're committed to delivering high-quality video experiences on every device around the world. Providing you with the industry's best customer service and support is a critical part of making that happen. Uplynk Support is powered by professional and technical experts using robust tools to deliver excellent service to our customers.

Report an Incident

Uplynk support is available 24/7, 365 days a year.

Monitor Ticket Status

You will receive email updates when Support adds comments to your ticket.

Online Support Portal

The Online Support Portal can be used to open and update active tickets as well as review historical tickets.

Required Information

When opening an incident, please include the following information at a minimum:

• Severity of Incident.
  • P1 - Critical issue or service disruption.
  • P2 - Severe issue or degradation of service that may become critical.
  • P3 - Minor issue or degradation of service.
  • P4 - General question or request.
• Brief description of incident.
• Date and Time the issue surfaced.
• Frequency of the issue - IE, intermittent or sustained.
• CMS account username/guid in question for the issue.
• Environment where issue occurred (production, UAT, test).
• Affected Slicer, Channel, or Asset names and GUIDs if applicable.
• Slicer config without API key.
• Example of playback URL with token.
• Steps to replicate the issue.
• For AD issue, provide SCTE python script.
• Issue with public facing API? - Provide example script.
• Any supporting Information such as, but not limited to: logs, screen-captures, error messages, .har files, JSONs or any other information displaying evidence of the issue for technician analysis.

Critical/Break-fix Incidents

For critical/break-fix incidents which require immediate attention, Uplynk recommends opening a ticket via email or the Online Support Portal followed by a phone call to the Uplynk Support team who are online 24/7.

Monitor Your Services

Network Status & Recent Events

See real time status of Uplynk services and updates on high-priority incidents, impacting issues and maintenance.

Reporting & Analytics

Customize real time status, streaming and performance analytics via the Uplynk CMS.