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Rokoko Support Overview

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 currently provide support between 8am and 5pm CEST Monday to Friday excluding Danish national holidays. We can provide extended support to include weekends, details can be found further below.

Support SLAs

Our Technical Support SLAs are as follows


Case Priority1st ResponseCommunication Frequency
LowWithin 3 business daysOnce every 3 business days
MediumWithin 2 business daysOnce every 2 business days
HighWithin 2 business dayOnce every business day
UrgentWithin 1 business dayOnce 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
Stephen Marikkar, Customer Success Manager (stephen@rokoko.com)
An active support case has not been responded to in 14 days
Mikkel Overby, Chief Operations Officer
An active support case has not been responded to in 21 days
Jakob Balsev, Chief Executive Officer



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