Support
TREX OTT Support Escalation Process
You are your customers’ supplier. This is the split between what you resolve and what we do, and what to send so an escalation moves on the first reply rather than the third.
The split
| You handle | We handle |
|---|---|
| Device setup, player choice, installation | Anything that fails identically for every one of your customers at once |
| Buffering, Wi-Fi, decoder settings, EPG configuration | A specific channel that is down at the source |
| Your own billing, refunds and pricing | Panel faults, API errors, credential resets on your account |
| Creating, renewing, suspending and restoring lines | Infrastructure maintenance and its scheduling |
| Explaining connection limits | Anything you have reproduced and can evidence |
Device-level questions are answered in the viewer guides on t-rextv.io — setup, buffering, EPG and login problems all have their own pages there. Sending your customer a link is faster than writing an answer.
Before escalating
- Reproduce it yourself
On your own line, on your own device. A report you have not reproduced cannot be distinguished from a customer configuration problem.
- Check whether it is one customer or all of them
One customer is almost always local. All of them at once is ours. That single question routes most tickets correctly.
- Check the line state
Expiry, suspension and connection count, in that order. A line at its connection limit fails silently in most players.
- Check the status page
Service status shows live checks and any recorded incident.
What to send
An escalation without these gets a reply asking for them, which costs you a day:
- The exact channel name and the time, with your timezone.
- The username of the affected line (never the password).
- The device and player app.
- Whether a second device on a different network shows the same thing.
- How many of your customers are affected.
Never send a line password, an API key or a screenshot containing either. The username is enough for us to find the account. See panel security.
Your customers should not contact us
You are the supplier of record. If one of your customers messages us directly we will point them back to you rather than change anything on their line — we have no way to verify who they are, and acting on that would undermine you.
Questions
How fast do escalations get answered?
We are not going to publish a response-time figure we do not measure and cannot guarantee. What we can say is that a report containing the five facts above is actionable immediately, and one without them is not.
Can I get a dedicated contact?
Ask sales. It depends on your volume.
A customer is abusive about an outage. What do I tell them?
What you know, when you knew it, and what you are doing. See service status and maintenance for wording that does not promise what you cannot control.