DaCast Customer Service for Video Broadcasting

DaCast Customer Service for Video Broadcasting

DaCast customer service for video broadcasting is open to any customer.

We generally recommend consulting our Help site, a central space for FAQs and tutorials. These range from teaching how to stream live video to using Pay Per View and more.

If you came to this page looking to quickly reach our support, sending an email to support@dacast.com is the fastest way to reach us. If you want to learn more about the support available to you, please reference our directory below.

Support Hours

DaCast has three offices around the world. This includes our headquarters in San Francisco, and offices in Paris and  Manila. The geographic spread is intended to help with distribution and coverage.

Support is available at any time, 24 hours a day, 7 days a week, by email or live chat. For phone support, our offices are open :

  • San Francisco
    8:30 AM – 5:30 PM PST
    (16:30 – 01:30 UTC)
  • Paris
    9:30 AM – 6:00 PM CET
    (08:30 – 17:30 UTC)
  • Manila
    8:00 AM – 6:00 PM PHT
    (00:00 – 10:00 UTC)

Types of Support

Chat, email and ticket support is available at all plan levels. To open a chat, click on  Screen Shot 2016-08-10 at 10.58.11 AM  (on the website, bottom right corner of the page) or click on Screen Shot 2016-08-10 at 10.57.37 AM from inside the DaCast BackOffice (top right corner of the screen).

You can send an email to support@dacast.com, either while being authenticated (from the BackOffice) or not (sending an email). If you are not authenticated, please mention your email address or phone number in your email in order to let our support team retrieve your account.

Phone support is available only for the Pro plan and higher. It is also available on higher levels of the Event plan as well. It is not available to Starter plans. To reach phone support, dial:

+1 855 896 9300

Be prepared to provide the phone number associated to your DaCast account. It will make it easy to track your account.

Please note that DaCast does not offer viewer support. Broadcasters are responsible for viewer support. This is especially true for Pay Per View and Subscription viewers. Refunds and access resets can only be submitted by the broadcaster to our support team.

Exceptions and Holidays

There are several exceptions due to holidays for the various offices. The diverse office locations are intended to mitigate any serious disruption of contact, though. So even when one office is out on holidays, others will normally be available. If you have a major event that is occurring on a holiday in your preferred office, please reach out to see if any considerations can be arranged.

Below are comprehensive lists of holidays for the various offices.

San Francisco Holidays

DaCast Customer Service for Video BroadcastingThe following periods are holidays for the San Francisco office. You can find the actual dates here.

  • New Years Day
  • Presidents’ Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving
  • Black Friday
  • Christmas Eve
  • Christmas Day

Paris Holidays

DaCast Customer Service for Video Broadcasting The following periods are holidays for the Paris office. Since our engineering team is located in our Paris office, it will often be difficult to allow direct communication from broadcasters. You can find a more detailed version here.

  • New Years Day
  • Easter Monday
  • Labor Day
  • WWII Victory Day
  • Ascension Day
  • Whit Monday
  • Bastille Day
  • Assumption of Mary
  • All Saints’ Day
  • Armistice Day
  • Christmas Day

Manila Holidays

DaCast Customer Service for Video BroadcastingBeing our newest office, the observed Manila holidays are sometimes diverse. Many times holidays are coordinated on a per employee basis, sometimes adopting those from the US by choice or more often a combination of holidays at the national level in conjecture with those in other territories.

Below is a list of the non-working holidays in the Philippians for reference.

  • Chinese Lunar New Year’s Day
  • Saturday before Easter (Holy Saturday)
  • August 21 (Ninoy Aquino Day)
  • November 1 (All Saints’ Day)
  • December 24 (Christmas Eve)
  • December 25 (Christmas Day)
  • December 31 (New Years Eve)

Comments

If you have any questions or comments about DaCast’s support, please feel free to include them in the comments section.