Maybe you’re looking for a new video hosting and delivery service and you have some questions to help you in your evaluation?
Maybe you’re a new customer uploading a large number of videos to our service so that you can get those videos playing on your website and in front of your viewers?
Maybe you’ve been with us a while and you’d like to discuss a new feature or how we can help you as your video needs evolve? Maybe you just stumbled across vzaar and you have no idea what we do!
Regardless of who you are and what your question is, the vzaar support team is here to help.
What’s the best way to get hold of us?
There are many ways to contact us for support:
For some questions – and for many people – there is no substitute for a knowledgable technician on the end of the phone. A phone call gets you an immediate, personal response that’s interactive and secure. There’s also no restriction on the length of the message. We might answer your question in a moment or need to do some troubleshooting which can take a little longer.
You can call vzaar directly in the UK on +44 20 7820 6280 or at +1 877 831 7110 between the hours of 9am GMT (4am Eastern) and 6pm Pacific (9pm Eastern). That’s a 17-hour window each day when you can talk to a real person and get help.
Some questions are more easily answered – and some can only be solved – while you’re at your computer. For that reason, we have Live Chat on our website on all pages at vzaar.com:
Just click the tab and one of our video experts will be right with you. Live Chat is a great channel because it makes sending links (e.g. to specific videos, or pages on your website) easy and error free (if you’ve ever spent 5 minutes trying to read a website URL over the phone to somebody, you’ll know what a boon this is).
Live Chat is online during the same hours as our phones. If you visit our site and you don’t see that tab, we may have taken it down for maintenance or we may be experiencing a spike in chats and our support technicians are at capacity. It’s usually back online, in either case, within 5 or 10 minutes.
If your question is less urgent in nature – you don’t need immediate help – or if it’s more involved and you’d like to write it up in detail, then consider opening a help ticket by clicking the “support” link at vzaar.com:
You can also go directly there by bookmarking https://vzaar.com/help/.
On that page, click the “start a discussion” button. Then give us a little information about yourself and your query, and submit the ticket by clicking “create” and following the prompts. If your question concerns security or if you just would prefer that other vzaar customers don’t read it, check the box to make the discussion private:
The help ticket system is also a useful option if you need to attach files to your question.
The ticket system has an advantage over phone and chat as it’s available 24-hours a day. Response time for a help ticket can be very short – it’s typically measured in minutes. In 2014, 75% of all help tickets received a response in less than 4 hours.
Time to resolution can vary obviously, depending on the nature of the specific question, but most issues are satisfactorily resolved quickly – the vast majority of tickets are fully resolved within one business day.
Traditional email is a good choice for many people as it makes support enquiries easy to manage as part of your regular workflow. Again, you can compose your questions – or in the case of a pre-sales enquiry, your list of requirements – at your own pace and can work through the response in your own time.
Support emails can be sent to: email@example.com
Perhaps the fastest, simplest way to send us a question. You can find the contact form at: https://vzaar.com/contact
The 140-character limit on a Tweet can make asking a question hard, but not impossible, If Twitter is your preferred channel of communication, you can get hold of us there too. On Twitter, we are: @vzaar
We regularly update our blog with informative and, we hope, interesting articles: http://vzaar.com/blog/
At the end of each blog article, there’s a section for comments – it’s the best way to get help with specific issues covered by that article.
What do we need to know to help you?
There are many approaches to problem solving but most, if not all, will start by identifying the problem. It’s hard to solve a problem if we don’t know what the problem is!
At this early stage, a few simple but key pieces of information will go a long way to helping us to identify and work towards a solution:
Which video is having the problem?
We’re a video hosting company so many of the questions we answer are about specific videos. Before you contact us it will help to make a note of the specific video about which you’re asking. The easiest way to give us that information is to just paste in the address of the video ‘manage’ page on http://app.vzaar.com (the ‘manage’ page is the page where you manage the settings for that specific video):
The address will always be: https://app.vzaar.com/videos/xxxxxxx where xxxxxxx is the unique vzaar video ID.
If the video is embedded in a page in your own website, it’s even more helpful for us to see the video in the page and begin there. The address of the page on your website that contains the video might look like this: http://www.awesomewebproducts.com/products/page1/index.html.
How does the problem appear?
Are you seeing an error message and, if so, what is the full text? Simple information like this will speed up diagnosis.
How is the viewer viewing the video?
We’ve spent a lot of time creating a system which ensures that your videos will play across all kinds of devices, operating systems and browsers so, whether your viewer is using Chrome on Mac OSX or Silk on a Kindle device, videos will play reliably and look great.
But, occasionally, users will have issues which are specific to their setup – they may have an out of date browser or some component which is interfering with our ability to deliver your video. It’s very helpful for us to have information about your viewer’s system details and you can get that to us quickly and easily by inviting them to visit our system details page.
Ask them to “Start Speed Test Now”. When it completes and displays the “Average Speed”, they can click the “Save As CSV” button and send us the CSV document which is saved to their hard drive.
Any other information on their machine, connection, etc. is useful. For example, a comment like “I’m in the same office as a coworker – she can see the video but I can’t” can help us quickly isolate and solve a problem.
There are many ways to contact us and get help with our service. Whether you prefer talking – or chatting online – in person with a video expert or writing up a query in more detail at your convenience, we have an appropriate channel.
You can help us to help you by gathering some basic information before you contact us. And we’ll have all your video questions answered just as soon as we possibly can. Drop us a line – always happy to talk video.