Requests for Pager Duty
How to submit a request for Pager Duty for your event or stream
Pager duty must be booked at least 14 days in advanced. Any requests submitted within 14 days of a stream or event are not guaranteed for approval. Pager Duty must have been purchased, if you haven’t done this already please contact your account manager who can process this for you.
Pager Duty is a paid service that guarantees fast response times from senior engineering staff in the event of a technical issue with Timbra.
Pager Duty should be used for:
- Captions not appearing / significantly delayed
- Captions not being translated
Pager Duty should not be used for:
- Setup advice
- Custom dictionary / termbase creation
- Billing / product queries
For these, we recommend you contact the customer success team during working hours.
To request Pager Duty please submit the following details to CaptionHub support:
- Event date, start time and end time (including pre-event production times if applicable)
- Required start and end times for Pager Duty support (a minimum of 4 hours is required for Pager Duty)
- Expected Timbra flow type: In-Room and/or live streaming via HLS
- Expected number of viewers
- Number of concurrent streams
- Stream duration
- Number of translation languages
Once Pager Duty has been approved you will receive a confirmation update to your support ticket.
Slack channels:
Customers with Slack support: please note, that for all escalations, you must submit a ticket through CaptionHub support or via Pager Duty.
Slack channels are not monitored 24/7 by engineers for responses within SLAs.
Pager duty support can be contacted at:
- 🇬🇧 +44 (0) 20 7100 4600
- 🇺🇸 +1 929 930 4600
For CaptionHub’s Support Plans, please see here.