It is our mission at Rokoko to provide our customers with an unparalleled support experience, doing everything possible to get you up and running with your purchase in the shortest time possible. Here you will find some important information regarding our Support hours, scope and additional services available to you.
Technical Support Opening Hours
The Rokoko Technical Support team are based at our headquarters in Copenhagen, Denmark and Athens, Greece. We currently provide support between 08:00 and 16:00 CET Monday to Friday excluding Danish national holidays. We can provide extended support to include weekends if desired, details can be found further below.
Support SLAs
Our Technical Support SLAs are as follows
| Case Priority | 1st Response | Communication Frequency |
|---|---|---|
| Low | Within 3 business days | Once every 3 business days |
| Medium | Within 2 business days | Once every 2 business days |
| High | Within 2 business day | Once every business day |
| Urgent | Within 1 business day | Once every business day |
Please specify the urgency when creating a ticket here. We will always do our very best to support you sooner.
Customers with a Rokoko Studio Enterprise plan are entitled to Prioritised Support, just mention this when raising a case.
Telephone Support
Currently we only provide support via email. Customers with a Rokoko Studio Enterprise subscription can request a remote working session.
Support Scope
Here you will find details on what are considered inside and outside the scope of Support. We have service offering available upon request if consultation or additional support coverage is required.
Within the scope of support
Rokoko Hardware - I.e. Smartsuit, Smartgloves, Phone Mount
Rokoko Studio
Rokoko Studio Live Plugins (Connection issues)
Rokoko Add-Ons - I.e. Face Capture, Virtual Production
Rokoko Subscriptions & Teams
Outside the scope of support
Rigging in 3rd party applications
Retargeting in 3rd party applications
Character modelling in 3rd party applications
Additional Services
We understand that sometimes technical support issues can hold up a production pipeline or assistance is required in an area that falls outside the scope of support. For this reason we have additional services that are available upon request. More information on these services can be found here.
Escalation Process
If we are not meeting the SLAs above, you are welcome to formally escalate your case. Please find the Rokoko Escalation path below
|
An active support case has not been responded to in 7 days
|
Customer Success Manager
|
|
An active support case has not been responded to in 14 days
|
Mikkel Overby, Chief Operations Officer
|
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An active support case has not been responded to in 21 days
|
Jakob Balsev, Chief Executive Officer
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