Support & Feedback

Need help during an event or want to improve the documentation? Use the channels below to reach the right team quickly.

When You Need Immediate Assistance

• Live event hotline: Contact the Blaze Streaming Media support line provided in your production packet. Have the event name, room, and current issue ready.
• Email: support@volo.live for same-day assistance when the hotline is unavailable.
• Status page: Check internal comms for incident notifications if the platform experiences a service disruption.

Reporting Bugs or Operational Issues

1. Capture key details:
   • Event and room names
   • Approximate timestamp and time zone
   • Steps that led to the issue
   • Screenshots or screen recordings when available
2. Submit a ticket via the support hotline or email with the subject VOL-OPS.
3. Note any workaround you applied so the team can validate it.

Requesting Enhancements

• Use the product feedback form in your onboarding packet or email product@volo.live.
• Include the use case, user role, and expected impact so the request can be prioritized.
• For documentation updates, open a GitHub issue in the voloDocs repository or tag #docs-volo in the internal chat channel.

Maintaining the Documentation

• Run mkdocs serve locally to verify changes before creating a pull request.
• Follow the Prettier configuration (npm run format if Prettier is installed) to keep Markdown style consistent.
• Store images in docs/assets/, optimize them for web, and update alt text.
• Mention release versions or feature flags when documenting changes still under limited rollout.

Escalation Path

1. Support hotline → first response
2. On-call engineer → infrastructure or ingest issues
3. Product lead → feature questions, roadmap alignment

Escalations should include any ticket IDs, recent changes to the setup, and whether the issue is blocking the current event.