You keep the subscriber relationship — that's Tier 1, the same conversation you already have for broadband. Everything that touches the platform or the edge sits with OnyxPlay engineering, pager-backed and timed.
Login resets, app installs, billing questions, plan changes — anything a CSR can resolve from the Partner Portal in a few minutes.
Anything affecting more than one subscriber — billing-webhook lag, DRM-license errors, EPG disputes, app-store outages.
The hardware, the routing, the DRM keystore, the origin. The work that happens in our cage and on your BGP-speaking router.
The pager wakes a human, and the page travels up the company by the clock — not by request. Direct phone numbers for the executive and officer rungs are issued on the day you sign.
Pager wakes the on-call. Triage opened, incident posted, first comms drafted before anyone has to ask.
Brought on if a P1 hasn't closed inside the first window. Owns the bridge and customer comms.
Brought on for routing, cache, DRM, or hardware. Hands on the box, remote or on-site.
Page-out for any P1 that crosses the engineering window. Direct line to your VP — phone issued on day one.
Page-out for any P1 that crosses the executive window. Owns the post-mortem personally and signs the credits.
New channels, new metros, new app releases, new staff to train — the same engineering team that brought you up runs every expansion. No second sales cycle, no professional-services line item.
Broadcaster MoU, EPG mapping, entitlement update — pushed across your edge on a published turnaround.
Monthly cadence across Android TV, Tizen, webOS, Fire TV. We own the store relationships, the builds, and the crash triage.
When you cross a capacity line or open a new metro, we add a node to your anycast cluster — same playbook as day one.
Your support floor on our portal, our scripts, our escalation paths. New-hire onboarding and refreshers included.
We watch concurrency, throughput, and cache hit per node — and flag the next iron purchase well before you need it.
Coming off a legacy CAS or IPTV stack? We move subscribers, EPG, and entitlements in flight — without a service window.
Patching, drills, audits, capacity reviews — the recurring work that keeps an IPTV headend honest. None of it lands on your queue; all of it lands in the SLA report.
The library is versioned, drilled on a quarterly rota, and audited end-to-end every year. When the pager fires in the middle of the night, the engineer on call is reading from the same playbook that worked the last time — not improvising on your subscribers.