Lights on.
Pager ours.
From go-live onward, the headend is operated from our NOC in Mumbai — round-the-clock staffing, paged on every alert, on a bridge with your team for every P1. You run the network and the subscriber. We run everything that streams.
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on bridgeNOC engineerTenured operator
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on bridgeShift leadTenured operator
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pagerCDN & network SREPlatform engineer
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pagerPlatform on-callPlatform engineer
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pagerCompliance leadOn rotation
Three tiers. Two of them ours.
You keep the subscriber relationship — that's Tier 1, the same conversation you already have for broadband. Everything that touches the platform or the CDN sits with OnyxPlay engineering, pager-backed and timed.
Subscriber-facing
Login resets, app installs, billing questions, plan changes — anything a CSR can resolve from the Partner Portal in a few minutes.
- Subscriber password and MAC resets
- Plan up / downgrade and suspensions
- EPG and channel-not-found questions
- App install walk-through on smart TVs
Platform & integration
Anything affecting more than one subscriber — billing-webhook lag, DRM-license errors, EPG disputes, app-store outages.
- Webhook retries and billing reconciliation
- DRM license diagnostics across devices
- EPG feed disputes with broadcasters
- App-store outage triage and workaround
Headend & CDN engineering
The routing, the DRM keystore, the origin, and the CDN node software. The work that happens in our headend and on any CDN node inside your network.
- CDN node withdrawal and traffic shift
- Cache pre-warm for tournament-scale events
- Origin, packager, and keystore recovery
- Hardware fault triage with your vendor and re-burn-in
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Pager · P1On-call engineerDirect line · routes to whoever is on the bridge · P1 only
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NOC bridgeLive war-roomOpen while an incident runs · auto-recorded · auto-transcribed
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Partner PortalTicketed queueP2 / P3 · SLA timer visible · audit log on every action
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Emailsupport@onyxplay.tvTicketed automatically · response within published windows
Five rungs.
None of them voicemail.
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.
Escalation is timer-driven. If a rung doesn’t close a P1 inside its window, the next rung wakes automatically — all the way up to the officer line. Your team never has to chase up the ladder.
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L1
NOC engineer on shift
First responsePager wakes the on-call. Triage opened, incident posted, first comms drafted before anyone has to ask.
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L2
Shift lead
Shift escalationBrought on if a P1 hasn't closed inside the first window. Owns the bridge and customer comms.
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L3
CDN & network SRE
EngineeringBrought on for routing, cache, DRM, or CDN node issues. Hands on the system remotely, with your NOC on the bridge.
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L4
VP Engineering
ExecutivePage-out for any P1 that crosses the engineering window. Direct line to your VP — phone issued on day one.
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L5
CTO
OfficerPage-out for any P1 that crosses the executive window. Owns the post-mortem personally and signs the credits.
Year two looks like year one.
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.
New channels & language packs
Broadcaster MoU, EPG mapping, entitlement update — pushed across the platform on a published turnaround.
- MoU negotiated under the OnyxPlay master licence
- EPG mapping and catalog injection across all nodes
- Entitlement and bouquet update without subscriber action
- Marketing assets and on-air promo slot handed back
Smart-TV app releases
Monthly cadence across Android TV, Tizen, webOS, Fire TV. We own the store relationships, the builds, and the crash triage.
- Quarterly UX refresh · monthly bug rolls
- Store-side listing and screenshot refresh on each push
- Crash and ANR triage with auto-rollback on regression
- Beta channel for your staff before public release
New CDN node bring-up
When you cross a capacity line or open a new metro, you rack another node to our reference spec and we bring it into your cluster — same playbook as day one.
- Reference spec refreshed to current OEM stock
- Remote install over OOB · same signed image
- BGP peering added to your existing cluster
- Cache pre-warm before the route is announced
Tier-1 training & refreshers
Your support floor on our portal, our scripts, our escalation paths. New-hire onboarding and refreshers included.
- New-hire onboarding · live + portal sandbox
- Quarterly refresher on script and UI changes
- Annual disaster-drill participation
- Direct access to our internal training portal
Capacity planning
We watch concurrency, throughput, and cache hit per node — and flag the next hardware purchase well before you need it.
- Weekly utilisation review with your NOC
- Quarterly capacity-plan refresh
- Event-driven pre-warm (cricket, festivals, election nights)
- OEM lead-time tracking baked into the recommendation
Migration assistance
Coming off a legacy CAS or IPTV stack? We move subscribers, EPG, and entitlements in flight — without a service window.
- Subscriber import from any CAS export format
- EPG and entitlement reconciliation against broadcaster source
- Dual-run window across both stacks for cut-over rehearsal
- Hypercare through the first billing cycle
The calendar that runs on its own.
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.
Daily
- Schedule 10 carriage logs reconciled before the morning window
- Cache pre-warm window for prime-time programming
- Synthetic stream probe across every node
- On-call shift handover with annotated incident log
Weekly
- Security patches rolled node-by-node with traffic withdrawn
- DRM keystore audit and rotation log review
- Capacity utilisation review with your NOC
- EPG diff reviewed against the broadcaster source-of-truth
Monthly
- App-store release across all 4 TV platforms
- Live failover drill on one CDN node
- SLA report posted to the Partner Portal
- Open MoU renewals reviewed jointly with you
Quarterly
- Penetration test by an external auditor
- Tier-1 training refresher with your support floor
- Capacity-plan refresh and OEM lead-time check
- Runbook library audited, drilled, and republished
Annually
- Region-wide disaster-recovery drill with you on the bridge
- CDN node hardware refresh review on your amortisation cycle
- Compliance attestation, DPDP audit, and DPA renewal
- Architecture review with your VP Engineering
Every recurring failure has a script.
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.
Versioned
Every runbook is in git. Every edit reviewed, every change explained.
Drilled
Quarterly rotation through the library — annual full rehearsal, with you on the bridge.
One number.
One pager. One headend.
A 45-minute call with our NOC lead and network SRE on rotation. Walk through the runbook library, the on-call rota, the SLA report your future self will read every month.