Limelight Customer Support

At Limelight Networks, we have high standards for customer service. We take ownership over your content delivery deployment, and we’ll do whatever it takes to identify, isolate, and resolve your operational issues. Not only that, but we’ll do it with the efficiency that your business demands.

As a Limelight Networks customer, you have access to our expert support staff, available 24 hours a day, 7 days a week. An easy-to-use trouble ticket system provides automated ticket creation and escalation, as well as logs and reports, to help resolve your issues quickly.

Choose from three levels of expert Limelight Support Services to fit the requirements of your deployment and your business.

Standard 24x7 monitoring of customer-specific objects and traffic Strict prioritization guidelines, process discipline, and network management Escalation to tier-two engineers as needed Limelight Professional Services on request

Premium All the features of Standard support Expedited access to designated tier-two support engineers Quarterly reviews

Premium+ All the features of Premium support One or more dedicated tier-two support engineers 10 hours of Limelight Professional Services per month

Standard Support

Got a problem? You can count on Limelight Networks for rapid response, around the clock and around the world. Our baseline support plan gives you 24×7 access to support and engineering resources at our Network Operations Center (NOC). A simple phone call or email engages a team of trained experts dedicated to monitoring your deployment.

If our NOC is unable to solve your issue, it’s escalated to Operations Engineering. And since technical and support staff are located together at our corporate headquarters, they’ll work as a team to troubleshoot and resolve your issues as efficiently as possible. For complex deployments that require an extra level of support, Limelight Professional Services are available on a contracted or project basis.

Premium Support

Need deeper, more technical assistance? Accelerated access to our most knowledgeable resources? With our Premium support plan, your requests shoot immediately to a designated tier-two support engineer. And since this individual knows your network configuration, it’s usually quick and easy to pinpoint the source of the issue.

Premium support also gives you more power and more insight into your network operations. You’ll have access to advanced management and reporting tools that includes Geo Reporting, Gomez integration, self-ordering, and increased URL tracking. Want a review of key metrics and account information? Your designated support resource will work with you to develop a quarterly report that addresses issues important to your business.

Premium+ Support

Designed for large, complex, or mission-critical deployments, this option provides the highest level of support and expertise. You get all the features of Premium support: expedited access to the NOC, management and analysis tools, and quarterly reviews. Plus you’ll receive immediate access to one or more tier-two engineers dedicated to your account. Their job? To know your deployment inside and out. At the same time, you have the advantage of interacting with the same trusted resources every time.

Sophisticated deployments usually call for specialized support. That’s why our Premium+ support plan includes 10 hours per month of custom Limelight Professional Services performed by your dedicated resource. To list just a few of the activities you might choose: customization and configuration of advanced options, live event planning and execution, content infrastructure design, network technology consultation, and more. All professional services can be extended on a contracted or project basis.