Dolby.io Service and Support
| Support ticketing system: | Customers can reach the support portal via the support tab in the dashboard or directly at support.dolby.io. Users must be logged into their dolby.io account to submit a support ticket. |
| Email: | support@dolby.io |
Premium Support
Premium support represents an elevated standard of customer assistance offered by Dolby to customers who choose Premium Support. Please contact your Account Manager for current pricing.
Premium support includes:
- Priority Access: Customers receive faster response times and priority access to customer service representatives.
- 24X7 Availability: Round-the-clock assistance, ensuring that customers can get help whenever they need it.
- Dedicated Solutions Engineer: Customers are assigned a dedicated Solutions Engineer who has access to Dolby’s specialized team during Office Hours, providing assistance to meet the unique needs of specific customers.
- Dedicated Slack Channel: Customers are assigned a dedicated Slack Channel that is monitored 24X7 by tier 1 support representative who has access to Dolby’s specialized team during Office Hours, providing assistance to meet the unique needs of specific customers.
- Advanced Technical Assistance: Assistance with complex technical issues, in-depth troubleshooting, and guidance on optimizing the use of a product or service.
- Service Level Agreements (SLAs): Offering enhanced guarantees for response times and resolution times for support requests.
- Proactive Monitoring: Includes proactive monitoring of systems or services to identify and address potential issues before they impact the customer.
