A platform backend user (Team Member) submits a ticket from their account. That ticket is then automatically escalated to you – their Reseller. The person that has been allocated the Support role in your team will receive an email each time a ticket is submitted.
Your support team can then assist via Resolve. If an issue is a possible bug, you can escalate the ticket to Falkor’s support team.
When escalating a ticket, please make sure you provide us with the following (as available/applicable):
Once the issue has been evaluated, Falkor Support will respond with questions and/or a severity level. We always aim to respond and resolve as fast as possible.
Affects a low amount of users or is not app- or platform-breaking.
Affects a minority of users or is app- or platform-breaking in isolated, specific scenarios.
Affects a majority of users or is app- or platform-breaking in a majority of scenarios.
Affects all users and is app- or platform-breaking in multiple cases.
Falkor currently provides support exclusively via its built-in ticketing and chat system, Resolve.
Monday to Friday
During the hours of 09:00 to 17:00.
African Standard Time (AST)
Please note that our support commitment to you does not include any of the following:
Any assistance in relation to the end-user’s connection to the internet/intranet/network.
Any assistance in relation to equipment/systems/software other than Falkor.
Any issues emerged due to incorrect app use or user registration and onboarding.
If you are having trouble connecting to a Falkor service or the platform itself, check the connection diagnostics below. If the services under Global Connection Status are “Online”, this is an indication that all Falkor systems are up, running, and humming.
Falkor is compatible with most standard devices and the latest operating systems. When users experience issues accessing a story or if the story does not run as intended, this may be due to a device issue and it is best to check that the user meets the current system requirements.
The following minimum system requirements apply to all Falkor users (end users and platform backend users). Note that the minimum requirements are regularly updated in order to ensure that the Falkor platform is up to date with the latest technology.
Operating Systems (Mobile & Tablet):
Apple and Android only
Browser Requirement (for Desktop/Web):
Evergreen browsers (browsers that always receive the latest updates). See here: http://outdatedbrowser.com/en
Minimum Device OS:
Android Nougat 7.0+
Apple iOS 11 (note that Falkor does not support operating systems that have been deprecated by either Android or Apple and therefore minimum device OS requirements will change accordingly).
Minimum Device Memory:
Minimum Device Storage:
Minimum Available Storage:
Access to Connection:
Device(s) must connect to download stories and sync data/results
For users in a restricted network, or where firewalls and related security measures have been put in place, Falkor domains and subdomains need to be whitelisted in order to ensure seamless platform functionality. Please also ensure that all ports are allowed and whitelisting is in place for any adblockers that are being used.
1. Is there a file size limit on streams?
No, you can upload any size file for your streams. Sizing limits is only applied on stories. However it is good practice to think about your audiences bandwidth and devices capability and as a general rule you should optimize your video and audio as best you can without the loss of quality.
2. Is there a episode limit per stream?
Yes, you can syndicate, curate or add up to 100 episodes per stream. If you re auto-syncing a podcast or youtube the latest 100 episodes will always be available.
3. Will we need to whitelist YouTube for corporate networks?
If you plan on syndicating or curating YouTube videos you will need to whitelist the YouTube domain. We use YouTube’s API and all video is served through the YouTube domain. YouTube does not currently provide an endpoint to physically syndicate a video through a different domain.
4. Will we need to whitelist for Podcasts?
No. With podcast curation and syncing we download episodes to our servers before being published to users on your Falkor app. Podcast feeds host episodes from a variety of domains which would require open whitelisting which poses a security threat to apps. By downloading episodes to our servers it allows us to provide strict Content Security Policies and whitelist the falkor.io only.