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Hive Streaming Support Center
  1. Hive Streaming Support Center
  2. Customer Help Desk

Customer Help Desk

Hello Hive Streaming Customers! Can't find what you need in the Hive Knowledge Base? Here you can file a customer request. You will receive a ticket number and someone from our team will get back to you.

An urgent request that you would rather speak an agent about? Please call our Hive Streaming support number at (+1-877-919-7322).

If shortly after creating a ticket you do not see an e-mail from us in your inbox with your ticket number in the subject line, please check your spam folder or submit a Support Request ticket letting us know of the issue along with your e-mail address.

Event Monitoring Request

Submit an order requesting one of our engineers to monitor an upcoming live event (5 business day advance notice is requested).

Required fields are marked with an asterisk*
e.g. 16/Jan/26

5 business day advance notice is generally requested to line up a Support team resource. For crediting/billing of the service consult with your account manager.

Time when the event will take place. Specify the time using the 24 hour time format. There is a 3 hour maximum time limit on event participation from Hive staff.

Time-zone of the specified Time of Event.

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