Open a support ticket
Log incidents through the internal portal and our engineers pick up the request within one business hour. Critical broadcast outages get a direct line to the on-call team.
Find answers about deployment timelines, network requirements, and how our support team handles troubleshooting for internal media infrastructure.
Support channels and response times
Log incidents through the internal portal and our engineers pick up the request within one business hour. Critical broadcast outages get a direct line to the on-call team.
For urgent uplink failures or streaming interruptions, call +60 17 853 8222. The duty engineer answers around the clock and can start diagnostics while you are still on the line.
Send details to info@medimbao.com and the ticket is logged with a clear SLA. Standard requests get a first response within four business hours, and critical cases are escalated immediately.
Our team is based at Jalan Bako, Kuching, Sarawak, 93000, Malaysia. On-site meetings are scheduled in advance so the right engineers and network diagrams are ready for the session.
All scheduled maintenance is announced at least five days ahead through the broadcast calendar. You receive the exact window, affected links, and the rollback plan before any change is made.
If a ticket has not moved within the agreed SLA, ask for the shift lead. Escalation is a normal step, not a complaint, and it shortens the path to a working fix.
We build the full internal media path: encoding racks, streaming servers, edge caching nodes, and the network switches that carry video between floors and across regional offices. The setup is tailored to how many concurrent viewers your internal events need to support, not a one-size-fits-all package.
A single-site installation usually runs between four and eight weeks from the initial site survey to handover. Multi-site rollouts take longer because we stage the equipment region by region and test each location against your existing network before moving to the next one.
Yes. We start with a network audit to map current bandwidth, routing, and firewall rules. Most of our deployments integrate with existing fiber or MPLS links; we only add dedicated streaming hardware where your current gear cannot handle the encoding or multicast load.
Our hybrid design keeps terrestrial fiber as the primary path and satellite as a failover. If the uplink drops, the encoder switches to the backup link within a few seconds. We also run monthly failover drills so the switchover is routine, not a surprise.
Yes. Every deployment includes a two-day hands-on session covering the control interface, stream monitoring, and basic troubleshooting. We also leave a runbook with the exact steps for common issues, so your team does not need to call us for every minor alert.
Support is handled through a dedicated line and email. For urgent broadcast issues we offer a four-hour response window during business hours. Non-urgent requests, like adding a new streaming endpoint or adjusting bandwidth limits, are typically resolved within two working days.