7 answers

How to reach the right person at TKDS, what to put in a ticket, what to do when a broadcast is at risk, and where incidents, feature requests and contract questions go.

  1. 01How do I open a support ticket, and what should I include?Open one at /help/ticket or email support@tkdsmedia.com. Include your platform address, a link to what’s affected, when it happened with the timezone, the device or browser, and screenshots.
  2. 02Something broke during a live broadcast — how do I get help fast?Open a ticket marked Urgent straight away and lead with the impact: what’s broken, who can’t watch or pay, and that you’re on air now. Then call or WhatsApp +1 202 555 0147 as well.
  3. 03Is MediaCore2 having an outage, or is it just us?Check /status — incidents affecting MediaCore2 platforms are published there. If nothing is listed, run the quick checks below and open a ticket rather than waiting for something to appear.
  4. 04I found a security vulnerability — how do I report it?Email security@tkdsmedia.com and ask for a PGP key before you send any details. Keep the first message short, and don’t post the issue anywhere public.
  5. 05How do I ask for a new feature or an add-on?For an add-on, email sales@tkdsmedia.com. You’ll get an unlock code that an administrator redeems and installs in Studio → System → Plugins. For something new, email support@tkdsmedia.com and describe the job you’re trying to do.
  6. 06How do I get a new team member started?Create their own staff account in Studio → Management → Staff Members, give them a role with only what their job needs, and hand over the sign-in yourself — no invitation email is sent.
  7. 07Who do I ask about billing, pricing or my contract?Questions about your MediaCore2 contract, pricing or order form go to sales@tkdsmedia.com. Money your viewers pay goes to your own Stripe, PayPal or Square account, so refunds and payouts are handled there.

Quick questions

Cairo, Egypt handles engineering, support and onboarding, Sunday to Thursday, 10:00–18:00 Cairo time. Ohio, United States handles North America sales and contracts, Monday to Friday, 09:00–17:00 US Eastern time.