Supersonic Streams — Customer Service Playbook and Operational Details

Overview and Company Profile

Supersonic Streams was founded in 2014 as a low-latency video-distribution platform and has grown to serve 1.2 million active subscribers and 5,400 business customers as of 2024. The core service combines multi-CDN delivery, per-stream adaptive bitrate (HLS/DASH), and edge transcoding; current platform availability is measured at 99.95% monthly uptime across primary regions (NA, EU, APAC). In 2022 we completed a platform refactor that reduced median start-up latency from 2.3s to 0.9s for 1080p streams.

Customer service at Supersonic Streams is structured to support four principal customer tiers (Free, Standard, Pro, Enterprise) and two verticals (consumer OTT and B2B distribution). Operational capacity includes a distributed support team of 86 specialists across three support hubs (Austin TX, London UK, Manila PH). The program blends self-service resources with SLA-backed human support for paying customers.

Support Channels, SLAs and Response Commitments

Support is channelized to ensure predictable response and resolution. We publish SLAs for paid plans and offer tiered response targets and credits for SLA breaches. The SLA framework is designed to be auditable: incidents are timestamped at first contact, triaged, and tracked through resolution with root-cause analysis provided for Sev 1 incidents.

• Channels and typical response times: Live chat — target 15 minutes (Pro/Enterprise), Phone — target 2 hours (Business hours for Standard, 24/7 for Enterprise), Email/ticket — initial response within 24 hours (Standard) and 4 hours (Pro/Enterprise), Status site (https://status.supersonicstreams.com) for real-time outage information.
• SLAs and credits: Enterprise uptime SLA 99.99% with credit of 5% monthly fee for each 0.1% under SLA, up to 100% credit cap; Pro SLA 99.9% with upto 25% credit scale. Severity definitions: Sev 1 (service down for ≥20% users), Sev 2 (degraded streaming quality), Sev 3 (feature/config issues).

Escalation Path and Response Workflow

Escalation follows a three-tier model. Tier 1 handles account and routine playback issues (average handle time 6:12 minutes, first contact resolution 78%). Tier 2 includes CDN routing, transcoder errors, and stream manifests; Tier 3 involves engineering for code or infrastructure faults. Each support ticket is tagged with a priority and an SLA countdown that is visible to customers in the portal.

For operational clarity we use the following escalation timeline as a rule of thumb: if a Sev 1 is not acknowledged within 15 minutes, it escalates from Tier 1 to on-call Tier 2; if unresolved within 60 minutes, the incident is escalated to on-call engineering and an incident bridge is opened. Customers under Enterprise contracts receive a dedicated account manager and a direct escalation line: +1 (512) 555-0100.

Billing, Refunds and Account Management

Pricing is transparent and metered. Published retail plans (as of July 2025) are: Standard $14.99/month (up to 1 concurrent stream, 500 GB egress/mo), Pro $29.99/month (up to 3 concurrent streams, 2 TB egress/mo), Ultra $79.99/month (4K support, 6 TB egress/mo), and Enterprise custom pricing starting at $499/month plus a one-time onboarding fee typically $1,500–$5,000 depending on integrations. Overages are billed at $0.08 per GB for CDN egress on Standard/Pro; Enterprise contracts negotiate separate rates.

• Refund and cancellation policy: 30-day money-back guarantee for new subscriptions; prorated refunds for downgrades if requested within billing cycle. Chargebacks and fraud investigations follow PCI-DSS compliant workflows; disputes handled within 14 business days. Invoicing available monthly or annually with a 10% discount for annual prepay.
• Account management: API-based billing (REST) and invoices accessible via portal. Admin contacts can create sub-accounts, enforce IP allowlists, and request usage reports (CSV/PDF exportable). Address for billing correspondence: Supersonic Streams, 1227 Innovation Drive, Suite 300, Austin, TX 78701.

Onboarding and Technical Troubleshooting Procedures

Self-service onboarding typically takes 1–3 business days for Standard/Pro users; Enterprise deployments average 2–4 weeks and include integration checks (SSO, DRM, CDN peering). We provide a step-by-step onboarding checklist: ingest configuration, encoding ladder selection, manifest validation, CDN mapping, and client SDK integration. For enterprise, a pre-launch load test (10k concurrent simulated viewers) is standard and takes 48–72 hours to complete.

Troubleshooting is methodical: collect logs (player console logs + platform session IDs), inspect manifest and variant playlists (HLS/DASH validation), verify CDN edge responses (HTTP 200/206, cache-hit ratios), and confirm transcoder outputs (codec profiles, keyframe interval). Recommended bitrates: 1080p at 3–6 Mbps, 1440p at 8–12 Mbps, 4K at 15–25 Mbps; target segment duration 2–4 seconds for low-latency streams. When reporting issues, include timestamps (UTC), affected region, player SDK version, sample stream URL, and trace IDs for quickest resolution.

Quality Assurance, Metrics and Performance Reporting

Customer service operations are measured with concrete KPIs. Our internal targets are: CSAT ≥4.5/5 (we report 4.7/5 for 2024), NPS ≥50 (current NPS 52), mean time to acknowledge (MTTA) under 12 minutes for Pro/Enterprise, mean time to resolve (MTTR) under 6 hours for Sev 1 incidents. Monthly customer health reports include engagement metrics, stream error rates, buffer ratio, and regional latency percentiles (p50, p95).

Regular reporting consists of an automated monthly digest and quarterly business reviews (QBRs) for Enterprise customers. The monthly digest contains: total streaming minutes, egress GB, average bitrate, rebuffer rate (target <1.5%), and top 10 error codes. QBRs are scheduled with the account manager and include trend analysis, roadmap alignment, and action items with target completion dates.

Contact Information, Hours and Self-Service Resources

Primary contact channels: Support email [email protected] (response targets above), enterprise line +1 (512) 555-0100 (24/7 for Enterprise), general inquiries +1 (512) 555-0142 (M–F 09:00–18:00 CT). Operational headquarters: 1227 Innovation Drive, Suite 300, Austin, TX 78701. Legal and billing address listed above; for FedEx/UPS deliveries use the same street address with “Attn: Support Ops”.

Self-service resources include the knowledge base (https://docs.supersonicstreams.com) with 180+ articles, SDK downloads, and a troubleshooting playbook. The public status page and incident history are at https://status.supersonicstreams.com; customers are encouraged to subscribe to SMS/email alerts for real-time incident notifications. For SLA negotiations, account setup, or to schedule a QBR, contact your account manager or book a meeting via https://www.supersonicstreams.com/contact.