Panopto - Support Services

To best meet the needs of your organization, Panopto offers a full spectrum of optional support plans. All basic Panopto subscriptions include support through the Panopto customer support site, which provides up-to-date product documentation and instructional recordings to help you implement CourseCast successfully. This portal also provides access to annual CourseCast updates as well as an interactive user forum.

Panopto also offers comprehensive paid support offerings for companies interested in receiving additional support services. Offerings are available as a single service, a starter ‘launch pack,’ or an annual subscription.

Support Site

Panopto provides access to our customer support site and discussion and feedback forum free of charge.

Single-Instance Services

Installation: Panopto will begin the installation process with a preliminary discussion regarding your existing infrastructure. Our application engineers will ensure you have the necessary hardware and software requirements prior to the installation process. They also can make recommendations and answer any equipment or IT questions that you have. Installation will be scheduled and handled either on-site or through remote access.

Training: Learn the ins and outs of CourseCast! We will walk you through the various aspects of CourseCast – administration, recording, editing and viewing. Training can be provided on-site or remotely and can involve any number of individuals from your organization.

Phone Support: If you run into trouble or have a question, call us! We can walk you through any issues you may encounter.

Packaged Services

Launch Pack: Are you implementing CourseCast for the first time or upgrading to a new version? Our Launch Pack is an excellent way to jump-start the process. The Launch Pack includes the initial installation of the server software, five support incidents and access to CourseCast Premium for 12 months.

Annual Support Plans

Panopto’s annual support plans provide users with all our single-instance services as well as several benefits only available to our annual support plan customers.

All plans include phone and email support, with support hours and response times depending on the plan. Support plan fees depend on the size of your CourseCast deployment.

Benefits	Silver Plan	Gold Plan
Access to CourseCast Core	X	X
Online Documentation	X	X
Video How-Tos	X	X
User Support Forum	X	X
Access to CourseCast Premium Releases	X	X
Phone and Email Support (includes remote assist) 8am - 8pm ET M-F	Unlimited	Unlimited
Initial Remote Server Installation	X	X
One-Hour Training Session with New Upgrades	X	X
One Additional Hour of Training per Upgrade		X
CourseCast Server Health Check (twice a year) Recorded at Request		X
Recorder Computer Health Check (twice a year) Recorded at Request		X
Designated Panopto Support Contact		X
Panopto Labs Membership - API Access - Four Development Incidents		X
On-Site Training		X

Please contact your sales representative or contact us directly for more information on our paid services. We look forward to helping your organization be successful with CourseCast!