Customer Support & Contact

Our technical support team is ready to assist you with any questions regarding web radio streaming, SPCast AutoDJ, web hosting, voice servers, or billing inquiries. We provide multiple communication channels so you can quickly obtain the right assistance based on the urgency of your request.

Support Channels Overview

Select the most suitable communication method for your inquiry:

• Support Ticket System (Recommended): The fastest and most secure method for technical troubleshooting, server reconfigurations, or outage reports. Tickets are routed directly to qualified system engineers.
• Live Chat: Best suited for quick pre-sales questions, package guidance, or rapid navigation assistance within your customer portal.
• Email: Send informal inquiries to our primary support desk at support@streampanel.net.
• Telephone: For direct consultations and commercial account inquiries, call our telephone desk during standard business hours.
• Messengers (WhatsApp & Telegram): Convenient mobile channels for quick status updates and uncomplicated questions.

Checklist Before Submitting a Request

To help us resolve your issue as quickly and accurately as possible, please have the following details prepared:

1. Customer ID or Ticket Reference: Your unique identifier from the customer center ensures prompt account lookup.
2. Affected Service: Name of your stream instance, server port, domain name, or IP address.
3. Specific Problem Description: What exact functionality is failing, and when did the issue first occur?
4. Broadcasting Software: Encoder application (such as SAM Broadcaster, RadioBOSS, BUTT, mAirList), browser version, or operating system.
5. Error Messages and Log Snippets: Exact error codes or relevant lines from server logs allow our engineers to isolate root causes within minutes.

Emergency Support for Broadcast Outages

If your live broadcast is unexpectedly disrupted or your streaming instance goes offline, please follow these steps:

• Check our public status page first to determine whether there is an active incident or scheduled maintenance window.
• Open an emergency support ticket marked with High or Critical priority in your customer center.
• Critical tickets trigger automated alerts to our on-call system engineers and are prioritized immediately, even outside regular office hours.

Departmental Routing

For expedited handling, you can direct your communication directly to the responsible team:

1. Technical Operations and Engineering

Assistance with encoder connection drops, AutoDJ playback errors, SSL certificate bindings, transcoding pipelines, and hosting configurations.

2. Sales and Presales Guidance

Consultation on choosing optimal streaming tiers for new radio launches, planning multi-server clusters, or migrating existing infrastructure to STREAMPANEL.

3. Billing and Subscriptions

Questions concerning invoices, payment methods (PayPal, bank transfer, credit card), automated renewals, tier upgrades, or contract cancellations.

4. Abuse and Compliance

Reports concerning copyright violations, spam, phishing, or malicious network traffic should be submitted directly to abuse@streampanel.net.

Operating Hours and Response Expectations

Our ticket system and automated server monitoring platforms operate 24 hours a day, 365 days a year.

• Standard Support Office Hours: Monday through Friday, 09:00 to 18:00 CET.
• Telephone Hours: Monday through Friday, 10:00 to 17:00 CET at +49 (0) 5643 / 206 0 790.
• Average Ticket Response Time: Typically within 1 to 3 hours during regular business hours.