Technical Support
Role-based CMS access for admins, editors and read-only operators, so our engineers can be added in seconds when you need hands-on help — and removed just as fast when the job is done.
Role-based access
Admin, editor and read-only operator roles.
Fast onboarding
Add an engineer account in one click.
Audit-friendly
Created-at and role recorded per operator.
Tight scope
Scope access to exactly what is needed.
How engagements work
Support is organised around role-based access to the CMS: admin, editor and read-only operator. An engineer is added with exactly the role the task needs and removed when it is done, which keeps access auditable and avoids shared credentials.
The scope of an engagement is agreed up front - which platforms, which components, what counts as an incident and what response applies to each - rather than assumed. Service levels are part of that agreement, not a fixed package.
What support on a TV platform involves
Living-room platforms generate a category of work that web services do not have. Store submissions and certification for Roku, Google Play, Samsung Seller Office, LG Content Store and the Amazon Appstore each have their own review process and rejection reasons. Firmware updates change player behaviour on devices already in the field. Older hardware stays in use for a decade and has to keep working.
Day-to-day this means triaging playback issues that appear on one platform and not another, reproducing faults on physical devices rather than emulators, and keeping apps compliant as each store updates its requirements.
Access and security
Every operator account records its role and creation time, so it is clear who had access to what and when. Access is scoped to the minimum needed for the work in hand, and removed promptly afterwards.
Where deeper access to your infrastructure is needed - CDN configuration, origin storage, encoder hosts - it is granted through your own identity and access management rather than shared logins, so revocation is entirely under your control.
Frequently asked questions
- What response times do you offer?
- Response and resolution targets are agreed per engagement and depend on the platforms covered and whether live channels are involved. We do not apply a fixed one-size SLA.
- Can you take over an app somebody else built?
- Yes. That normally starts with a review of the existing code, build pipeline and store accounts, so the handover risks are known before any work is committed to.
- Do you handle store submissions and certification?
- Yes - packaging, store metadata, certification requirements and rejection fixes for Roku, Google Play, Samsung, LG and Amazon.