Service Level Agreements

Service Level Agreements for the various services provided by CrowdComms.

• Overview Of CrowdComms Services
• Enterprise
• CrowdComms Enterprise SLA
• Event services
• CrowdComms Managed Live Stream Service Level Agreement
• Onsite Filming Service Level Agreement
• Onsite Platform Support
• Remote show day platform support
• Streaming technician
• Platform support
• Client Managed Content Service Level Agreement (Self Build)
• CrowdComms Managed Content Service Level Agreement (Full Build)
• Expedited Managed Content Service Level Agreement (Full Build)
• Design Set-up Process Service Level Agreement
• Elements - Service Level Agreement (Full Build)
• Kiosk manager app, Lead capture app and Attendance tracking app
• Pre event and onsite registration
• CrowdComms Registration: Managed Build
• Kiosk Service Level Agreement
• Comprehensive registration Service Level Agreement
• Legacy: Registration Essentials Setup & Service Level Agreement

Overview Of CrowdComms Services

Explore Setup Guides:

• Registration
• Event Platform

Learn More: 

• Self Service
• Managed Service / Expedited Managed Service
• Onsite Badging
• Live Streaming
• Onsite Filming

Enterprise

CrowdComms Enterprise SLA

Onboarding: 

• 4 x training sessions focusing on the relevant areas of the CrowdComms offering to ensure you have the time to master the full platform. 
  • 1 x Registration training.
  • 1 x App building training.
  • 1 x Attendee engagement training.
  • 1 x Badge printing software training.
• Training is recorded to be available to watch back as often as required. We recommend spread the training over several days or weeks to ensure you have time to digest everything. 
  

Reviews: 

• Regular reviews with your dedicated account manager. We recommend monthly, alternative frequency can be agreed. 
• Quarterly product review meetings with leadership team to give you visibility on what is coming and to have direct input. 
• Optional quarterly refresher training covering new features and how to manage these. All training is recorded. 

Ongoing: 

Optional enhancements to the self build SLA: 

Event services

CrowdComms Managed Live Stream Service Level Agreement

 

Our service level agreement outlines the services included with our managed live stream service and your responsibilities. By utilising our included services and ensuring you own the points outlined as client requirements, ensures a seamless experience and most importantly, a great event. 

To provide guidance and work collaboratively with your event organisers and speakers to ensure they have the support required to deliver a seamless live stream to your virtual event. 

Services included:

• Distribute virtual meeting guide, answer related questions and recommend best practice

• Distribute speaker guide to the client, answer related questions and recommend best practice.

• Join call with event organisers and explain the key milestones and tasks required to run a successful virtual meeting

• Join one hour speaker briefing call with the speakers to check audio and visual quality, that they are comfortable sharing their screen (if applicable) and explain/ demonstrate how the engagement functionality (Q&A, Live Polling) will work on show days

• Provide templates for the running order and work collaboratively with event organisers to ensure everything goes seamlessly on show days.

• Provide templates for how to submit assets for the required streamed sessions and collate these into required format to be used by the live stream technician.

• Determine which sessions have Q&A and or live polling and ensure these are built into the relevant sessions and all relevant links added to the running order.

Client responsibilities and considerations:

• Client will complete Project Sign Off form acknowledging having read and agreed to the Service Level Agreement..

• Client will ensure that they have prepared the agenda in accordance with the document "Planning your virtual agenda".

• Client will read all provided documentation and ask questions where required with the aim of ensuring you have a solid understanding of the process. 

• Client will arrange for all speakers/ chairs/ moderators/ panelists  to participate in a one (1) hour pre-event technical check call. If the CrowdComms project manager is required to attend multiple technical check calls it will be invoiced at £200 per hour. (additional costs can be avoided by recording your initial technical check call and providing it to those that were unable to attend).

• Client will provide all assets and running order in agreed templates at least five (5) working days before the first day of the event. Changes to the running order will need to be discussed with project manager to ensure these are manageable within the time frame. 

• Failure to provide the required information at least five (5) working days before the first day or to changing agreed running order without discussion will impact the success of the event.

• If you require assistance outside of office hours or are not able to provide running order at least five (5) working days before first event day, please discuss with your Account Manager at earliest opportunity to discuss additional support packages. 

• Client or event organiser will be responsible for ensuring that all speakers have the correct links for the virtual studio as well as any Q&A and/ or live poll links and that arrive at the virtual studio at the pre-agreed time. 

Supporting Info

Onsite Filming Service Level Agreement

 

Our service level agreement outlines the services included with our managed live stream service and your responsibilities. By utilising our included services and ensuring you own the points outlined as client requirements, ensures a seamless experience and most importantly, a great event. 

To provide guidance and work collaboratively with your event organisers and speakers to ensure they have the support required to deliver seamless onsite filming at your hybrid event. 

Services included:

• Distribute virtual meeting guide, answer related questions and recommend best practice
• Distribute speaker guide to the client, answer related questions and recommend best practice.
• Join call with event organisers and explain the key milestones and tasks required to run a successful virtual meeting
• Join one hour speaker briefing call with the speakers to check audio and visual quality if joining remotely. That they are comfortable sharing their screen (if applicable) and explain/ demonstrate how the engagement functionality (Q&A, Live Polling) will work on show days
• Provide templates for the running order and work collaboratively with event organisers to ensure everything goes seamlessly on show days.
• Provide templates for how to submit assets for the required streamed sessions and collate these into required format to be used by the live stream technician.
• Determine which sessions have Q&A and or live polling and ensure these are built into the relevant sessions and all relevant links added to the running order.
• Join call with your venue and AV representatives involved for tech checks.

Client responsibilities and considerations:

• Client will complete Project Sign Off form acknowledging having read and agreed to the Service Level Agreement..
• Client will ensure that they have prepared the agenda in collaboration with the CrowdComms team to ensure breaks to reset stage, mic up speakers etc
• Client will provide furniture, staging, props, backdrops if required (CrowdComms can provide greenscreens upon request please speak to your Account Manager)
• Client will read all provided documentation and ask questions where required with the aim of ensuring you have a solid understanding of the process. 
• Client will arrange for all speakers/ chairs/ moderators/ panellists  to participate in a one (1) hour pre-event technical check call. If the CrowdComms project manager is required to attend multiple technical check calls it will be invoiced at £200 per hour. (additional costs can be avoided by recording your initial technical check call and providing it to those that were unable to attend).
• Client will provide all assets and running order in agreed templates at least five (5) working days before the first day of the event. Changes to the running order will need to be discussed with project manager to ensure these are manageable within the time frame. 
• Client will provide session formats including stage setup in the running order
• Failure to provide the required information at least five (5) working days before the first day or to changing agreed running order without discussion will impact the success of the event.
• If you require assistance outside of office hours or are not able to provide running order at least five (5) working days before first event day, please discuss with your Account Manager at earliest opportunity to discuss additional support packages. 

Onsite Client Requirements:

• Client is responsible for providing an internet connection. We require a hardwired connection minimum speeds of upload: 20Mb, download: 20Mb
• Client is responsible for providing location of power sockets and LAN ports in the room.
• Client is responsible for providing onsite build/ breakdown information. Access for delivery - Including any restricted access. We will require the use of a lift if the event is taking place off of the ground floor.
• Client is responsible for providing secure storage - This needs to include storage before/after the event if required.
• Client will sign off camera angles and sound once setup onsite.

Please note: Expenses including travel, accommodation and sustenance are invoiced post event with receipts, or at agree per diem rate. 

Onsite Platform Support

The CrowdComms platform is self service and with our included remote training and support, many of our clients choose to manage everything themselves on show days. Having said this, time and resources aren't always available and having an expert onsite resource to oversee the delivery of the CrowdComms platform is incredibly valuable. 

Included: 

• Platform concierge, assisting clients and attendees get the most out of the app.
• Helping users get onto the app where needed. A app help desk is a great way to make it easy for your attendees to get the support they need. Our resource can be stationed at the help desk to provide assistance to those who need it. 
• Managing updates and making real time changes to content. One of the many benefits of the CrowdComms platform is the ability to make real time updates and ensure all the content is up to date as timings and other information changes. 
• Sending pop up alerts, email alerts or push notifications to ensure all comms go to the right people, at the right time.
• Speaker guidance and training to promote the platform and ensure their sessions utilise the platform functionality as needed. 
• Working with the AV team to test and oversee engagement sessions utilising live polling and Q&A. 
• Providing the event team regular updates on analytics and reports. 
• The CrowdComms platform has supported 5000+ events and we have a team of experienced developers working to continually optimise performance and ensure a seamless experience for all users. The chances of having issues are very unlikely however with any technology solution it is impossible to guarantee no issues will ever arise. Having an allocated expert onsite, gives you reassurance as they will manage any situation that arises and will have direct communications with our development team. If you choose to manage the platform yourself on show days, we are a phone call away. 

Please note: Expenses including travel, accommodation and sustenance are invoiced post event with receipts, or at agree per diem rate. 

Remote show day platform support

The CrowdComms platform is self service and with our included remote training and support, many of our clients choose to manage everything themselves on show days. Having said this, time and resources aren't always available and having an expert dedicated resource to oversee the delivery of the CrowdComms platform is incredibly valuable. 

Please note: If you opt to manage the platform yourself, you will still be able to contact CrowdComms for support during office hours without paying for dedicated remote platform support. 

Included:

• CrowdComms will allocate a named support manager for the duration of your event. 
• Your support manager will provide ongoing email and telephone support as required. They are your dedicated first line of support for any questions or concerns you may have.
• Your support manager is available for content updates (if required) including, but not limited to; adding people profiles, updating agenda details, uploading documents and hiding/unhiding modules at certain times.
• Your support manager is also able to resolve any attendee related issues, such as users struggling to log in or access the platform on the day. It is recommended that you are responsible for managing communications with end users who have issues accessing the platform, with your support manager resolving queries in the background on your behalf.
• Your support manager is able to oversee interactive features such as Q&A and live polling if required.
• Any issues which cannot be resolved by your support manager will be escalated quickly to the development team and your support manager will provide you with a timeline as to when a resolution is expected.
• Design changes cannot be made during the live event day as it is not recommended to make branding changes whilst the platform is live.
• If required, your support manager can also provide analytics updates on basic analytics which are available through the CMS. This includes information such as how many users have logged in, the number of votes in polls and survey responses. Full details on the analytics available through the CMS can be seen under the analytics tab of your platform CMS. Please contact your support manager for further details if required.
• Analytics relating to live streams are not available until 48 hours post event.
• If CrowdComms are live streaming your event then questions relating to this element of the event should be escalated to the production manager.
• If the live streaming element is being handled by a different provider, we recommend you contact them first should you have any issues. However, if they are unable to resolve the problem then our team may be available to assist.

Streaming technician

CrowdComms offer production services to deliver your event session streams. The show day streaming technicians work closely with Production Manager assigned to support the Managed Live Stream Service. Our highly experienced team will ensure you are in safe hands and will provide expert guidance on best practise resulting in the best possible output for attendees to watch and engage with on the event platform. 

Included: 

• Allocated streaming technician for your show days
• Following the running order agreed between you and your assigned Production Manager, our streaming technician will ensure the layouts and transitions between various content is seamless
• Engagement features including polling and Q&A will be shown at appropriate times with the live results embed within the stream if agreed in running order to do so
• Manage combination of pre recorded and live content, following your agreed running order
• Run audio check with your speakers (where running order allows this) before they go live. Technical briefing before the event with your allocated Production Manager ensures your speakers are up to speed with what to expect. This is outlined in the Managed Live Stream Service.
• Where necessary, manage technical issues that may arise relating to the stream to limit disruption. All streaming technicians use approved hardware, hard wired internet connection (speed tested), backup WiFi router and we have "Superman" on call / backup streaming technician to cover any scenario where the other measures aren't sufficient. This is very rare but we understand how important every session is and aim to cover all scenarios. 

Please note: Expenses including travel, accommodation and sustenance are invoiced post event with receipts, or at agree per diem rate. Only applicable when technician attends your event or other location. 

Platform support

Client Managed Content Service Level Agreement (Self Build)

Explore Setup Guides:

• Registration
• Event Platform

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client requirements, ensures a seamless experience and most importantly a great event.  

Please ensure you have read and understood this document before starting work on a new project. 

Services included: 

Optional enhancements to the self build SLA: 

We recommend allowing twelve (12) weeks to allow sufficient time to comfortably learn the CMS, to upload your event content, for quality control checks to take place and for the platform to be promoted ahead of your event show days allowing for pre-event engagement. The platform can be setup and promoted in shorter timeframes by allocating more time to the build process. We recommend allowing a minimum of six (6) weeks for the entire process.  

 Step One:  

• Complete the project setup form, provide all required information. 

Step Two:  

Step Three:  

CrowdComms Managed Content Service Level Agreement (Full Build)

Introduction

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client responsibilities, ensures a seamless experience and mostly importantly a great event. 

Please ensure you have read and understood this document before starting work on a new project. 

Useful Resources

• Platform Setup & Overview Guides

Services included

Client responsibilities and considerations

Example timeline, critical path to successful platform delivery 

We recommend allowing twelve (12) weeks for your content to be uploaded, quality control checks to take place, training to be provided, and for the platform to be promoted ahead of the show days allowing for pre-event engagement. 

The platform can be setup and promoted in shorter timeframes if your content is readily available and can be provided in the CrowdComms provided templates. We recommend allowing a minimum of six (6) weeks for the entire process as a minimum.  

Step One: Complete the project setup form, provide all required information, selecting your preferred design template and provide required design assets.  

Step Two: Kick off call - you'll be given a link to book a kick off call with your allocated Project Manager and your Account Manager at your convenience.  

Step Three: CrowdComms upload your event content. 

Step Five: Quality control checks before promoting the platform to your users.  

Step Six: Show Days and live event support.  

Expedited Managed Content Service Level Agreement (Full Build)

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client responsibilities, ensures a seamless experience and mostly importantly a great event. 

Please ensure you have read and understood this document before starting work on a new project. 

Intro Video: Same as standard managed build with two x weekly meetings, expedited response times and expedited turn around time,

Services included

Client responsibilities and considerations

Design Set-up Process Service Level Agreement

Overview:

CrowdComms offers an included standard design service to help ensure that your platform looks great and is visually continuous with the theme of your event or brand.

The CrowdComms platform allows you to choose from one of our user-friendly, tried, and tested homepage designs. Simply follow the below steps, provide us with the required assets and we will apply the initial branding and completed homepage to your platform within five (5) working days.

If you require something other than the available page builder templates, you have the option to create a custom design yourself and provide CrowdComms with the vector assets to implement. If you have an idea of what you want the homepage to be but do not have a designer, our design team can also help with this. This custom design is an additional service, so please contact your Account Manager to discuss options and associated pricing.

Please note: CrowdComms offer a limited design service to take your assets and apply these to the platform. CrowdComms are not a design agency and assets will be applied as received. Once your design is in place, you will have the opportunity to review and request one (1) round of changes within the design service included. Additional rounds of changes will be charged at £100 per request or £100 per hour providing you are able to communicate all changes at the same time.

1. Homepage

Most platforms look best with a homepage to welcome visitors, highlight the platform features, and showcase the brand. 

Use this link to browse through our available templates: View our templates or create a page builder module within your app and pick the template you would like to use from there.

Once you have chosen the template please supply the relevant images for the template, the asset guide is here: Sizing Guide.pdf

These can include: 

Platform Logo

•  This has no set dimensions because all logos are different shapes, but we recommend that it's at least 600px in width and is supplied as a transparent .png file that will be visible over the page's background.

• If you are unsure about this, please provide us with a vector file of the logo (.ai .svg .eps) and we will do the rest. 

Homepage Background

•  If you would like your homepage to have a background that is different from the rest of your platform, please supply a background image at 1920 x 1080 px (.png .jpg) We recommend that this is a file size of under 1MB.

• We recommend that your background image doesn't contain any text, logos, or elements that need to be shown in full. As this is a background image, other elements will sit in front of it and it will be cropped at different screen sizes. We also suggest using a background that will sit nicely behind your homepage logo and text, often a busy background can make the homepage text illegible. 

• If you are unsure about this, please provide us with the image at the highest resolution you have, and we will size it and adjust it for you.

• If you would like this to just be a solid colour or gradient, we can also do this for you. Please send us the Hex code or RGB colour in this instance.

Widget Images 

•  If your template has widget which use images, please supply these. The recommended size is for widget image are different for each template, and you can find these recommendations in the page builder module, by opening the page editor. We recommend that this is a file size of under 1MB.

• We recommend that your background image doesn't contain any text, logos or elements which need to be shown in full. As this is a background image for the widget, other elements will sit in front of it and it will be cropped at different screensizes.

• If you are unsure about this, please provide us with the image at the highest resolution you have, and we will size it.

Video

• If your chosen homepage template includes a video please upload this to your app's video library, found under Libraries > Videos. 

2. Platform Branding

We also theme the rest of the platform to ensure that every page is visually continuous with your homepage and event.

Visual/Brand Guidlines

• Please send us a copy of your brand guidelines for the theme you would your platform to match. Sometimes these are not the company guidelines but may be specific to the event. 

• These should contain guidance on Logos, Colours, fonts, and general visual style. 

Platform Background

•  This appears behind all pages of your platform. This can be a solid colour, image or gradient.

•  If you would like to use an image please supply a background image at 1920 x 1080 px (.png .jpg) we recommend that this is a file size of under 1MB 

• We recommend that your background image doesn't contain any text, logos or elements which need to be shown in full. As this is a background image, other elements will sit in front of it and it will be cropped at different screen sizes. 

• If you are unsure about this, please provide us with the image at the highest resolution you have, and we will size it and adjust it for you.

• If you would like this to just be a solid colour or gradient, we can also do this for you. Please send us the Hex code or RGB colour in this instance.

Font Files

•  If the fonts you wish to use are available on Google Fonts, Adobe Fonts or is a Websafe font. We can use them without any additional files. 

• If your font is not on any of the above however and you own a licence for it, we can add it to the platform, please supply your font files as either .ttf, .otf, .woff or .woff2 file. Please supply files for each weight and style you would like to use. Multiple font families can be added. 

Elements - Service Level Agreement (Full Build)

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client responsibilities, ensures a seamless experience and mostly importantly a great event.

Please ensure you have read and understood this document before starting work on a new project.

Services included:

• CrowdComms will allocate a named support specialist for the duration of the project. 

• A wider support team will be available to assist should your allocated contact be unavailable for any extended period of time.

• CrowdComms include a limited design service to take your assets and apply these to the platform. CrowdComms are not a design agency and all design requirements can be found here

• CrowdComms will respond to emails within one (1) business day answering questions, outlining next steps or requesting more information where appropriate.
• CrowdComms will provide templates to allow you to add content in the required format. These templates can be accessed via the project Sharepoint folder. 
• CrowdComms will advise on realistic turnaround times upon receiving content. If content is provided within agreed templates, this content will be uploaded within five (5) business days. 
• CrowdComms will upload the first draft of the content, using the data provided in the Sharepoint file. CrowdComms will then export the data from the core and add to the Sharepoint file for the client to add/edit/delete
• CrowdComms will then upload the remaining data from Sharepoint once the client has confirmed via email that the content is finalised and signed off for publishing.
• Once platform content is loaded, training will be provided to enable the client to manage ongoing changes. 
• One (1) hours of Content Management System (CMS) training will be provided via Zoom. If you are not able to use Zoom, we can provide training on your video conference solution of choice however you will be responsible for setting up the call. 
• CrowdComms will provide ongoing email and telephone support throughout the project lifecycle. 
• CrowdComms will complete a quality control check before you are sent the project sign off form. Upon completion of the sign off form, the platform will be ready for promotion. 
• CrowdComms will provide an html branded template email with joining instructions which you can use to send the joining instructions to delegates - View Example. Please note, this is a templated email and you will be responsible for producing custom emails should the template not be suitable for your specific requirements. 
• If you need assistance outside of office hours we have a number of additional support packages to suit your requirements. Please discuss with your Account Manager.

Client responsibilities and considerations:

• Changes in scope outside of the brief agreed with Account Manager before project kick off will need to be discussed with the Account Manager. Any changes to scope of work may result in additional costs and depending on what the change to scope involves, this may not be achievable within previously agreed timelines.
• Client will make all efforts to condense support requests into one email where possible. 
• Client will provide brand guidelines and design assets where required to assist with the platform design setup.
• Client will provide all content in agreed templates and will proof read content before sending to CrowdComms.
• CrowdComms upload content as provided. 
• Once content is loaded, client will make ongoing edits including show day updates via the CMS.
• Client will review and approve all content, the platform and complete the project sign off form before promotion. 
• Client will be responsible for sending the html promotion email provided by CrowdComms. Best practise is to send this html email via an email marketing provider i.e. mail chimp. If you do not have access to an appropriate email marketing platform, it will be the your responsibility to find an alternative method of promoting the platform. 
• Client will be responsible for managing communications with end users who have issues accessing the platform. 
• In all instances the client will be required to complete the project sign off form. If you promote the platform without completing the project sign off form which follows the CrowdComms internal QC check, CrowdComms will not be responsible for any issues that may arise as a result of the setup.ult.
• Native apps require three (3) weeks for the submission process. If rejected, resubmissions have the same three (3) weeks submission process. CrowdComms will provide guides to assist the client with setting up app store accounts and CrowdComms will process the submission upon receiving all required assets and invites. CrowdComms are not responsible for delays in the submission that arise from waiting for app store setup or approval. 

Example timeline, critical path to successful platform delivery

We recommend allowing twelve (12) weeks for your content to be uploaded, quality control checks to take place, training to be provided, and for the platform to be promoted ahead of the show days allowing for pre event engagement.

The platform can be setup and promoted in shorter timeframes if your content is readily available and can be provided in the CrowdComms provided templates. We recommend allowing a minimum of six (6) weeks for the entire process as a minimum. 

Step One: Complete the project setup form, provide all required information, selecting your preferred design template and provide required design assets. 

• Allow 5 working days for your platform design to be in place after completing the setup form.
• One round of changes is included within the design service, such as adding new icons.
• Additional rounds of changes are charged at £100 per request or £100 per hour providing you are able to communicate all changes at the same time.
• Training will be provided to rename and reorder icons if required. 

Step Two: Content discussion call with allocated support specialist. Available time and dates will be offered within one week of your project setup form being completed. 

• Your allocated support specialist will arrange a one hour call to discuss your specific requirements provided on the project setup form. This call will include basic training where you are taken through the self service CMS including how to upload content and make edits.
• Following your content discussion call, you will be sent templates to allow you to add content in the required format. These templates can be accessed via the project Sharepoint folder. These templates are also available for download from the CrowdComms dashboard (CMS).

Step Three: CrowdComms upload your event content.

• Your allocated support specialist will advise on realistic turnaround times upon receiving content.
• If content is provided within agreed templates, this content will typically be loaded within 5 working days. 

Step Four: Arrange review call with your allocated support specialist.

• Review call is opportunity to ensure the various sections are fit for purpose following initial discussion call. 
• If additional changes are required, your allocated support contact will implement the agreed actions before arranging another follow review call. 
• If content is as required, training will be provided to allow you to manage ongoing edits on the CMS. 
• If you are managing the stream delivery yourself, these engagement features being utilised during your event will be covered during this training session.

Step Five: Quality control checks before promoting the platform to your users. 

• The QC step takes place before platform promotion to ensure the platform, layout and sections are fit for purpose.
• As part of the QC check, CrowdComms will recommend improvements where appropriate.
• Once the internal QC check has passed, CrowdComms will send you the project sign off form. 
• You will be required to complete the project sign off form in order for the html template promotion email to be made available - View example html promotion email.
• Please note the client will be responsible for sending the promotion email from your email marketing provider.  
• If you promote the platform without completing the project sign off form which follows the CrowdComms internal QC check, CrowdComms will not be responsible for any issues that may arise as a result of the setup.
• It is very common to make changes to content up and even during the event. Content changes managed by the client with CrowdComms support can continue to happen after the QC has taken place. 

Step Six: Show Days and live event support. 

• The steps outlined will ensure the platform is setup in line with our best practices for a successful event. 
• The self service CMS and training provided pre event will ensure you are well placed to manage the expected changes. 
• CrowdComms offer show day support specialists at £1000 per day / per resource. If you opt for this level of support, the allocated support will be at your disposal on show days and act as an extension of your team. Responsibilities will include managing platform changes, engagement features and sending alerts.
• Standard show day support includes your allocated support specialist being contactable by email however for immediate requirements, the wider support team can be contacted on (+44) 01258 863812 between 9am and 5.30pm UK time.  
• If you have opted for CrowdComms managed streaming service, further detail can be found Here.

Kiosk manager app, Lead capture app and Attendance tracking app

The success of your event is our priority and only by attending the first event or scheduling a dedicated training day in advance of your event can we ensure your team have the skills to self manage these apps. 

With this considered, it is a requirement to purchase dedicated show day support for the first time using any of these apps.

This will include one of the CrowdComms team attending your event and managing the referenced apps. Or attending your office or other location on a dedicated training day to up-skill your team to self-manage moving forward. 

• Kiosk manager app
• Lead capture app 
• Attendance tracking app 

After the first event, any of these apps can be self managed alongside the hybrid event app or as a standalone solution. 

When self managing these apps, CrowdComms will provide a one hour training session in the lead up to your event to ensure you have the knowledge to manage this alone. 

Important: Whilst the apps are compatible across devices, it is essential to test at least one (1) week pre event on any devices you will be using. This allows sufficient time to troubleshoot any potential issues in advance of the event. 

Pre event and onsite registration

CrowdComms Registration: Managed Build

Introduction

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client responsibilities, ensures a seamless experience and mostly importantly a registration that meets the agreed scope and delivers to the key success metrics discussed. 

Please ensure you have read and understood this document before starting work on a new project. 

Useful Resources

• Registration Setup & Overview Guides

What's Included

Client Responsibilities & Considerations

• Changes in scope outside of the brief agreed with Account Manager before project kick off will need to be discussed with the Account Manager. Any changes to scope of work may result in additional costs and depending on what the change to scope involves, this may not be achievable within previously agreed timelines. 

• Client will make all efforts to condense support requests into one email where possible.  

• Client will provide brand guidelines and design assets where required to assist with the platform design setup. 

• Client will provide all content in agreed templates and will proofread content before sending to CrowdComms. 

• CrowdComms upload content as provided.  

• Once content is loaded, client will make ongoing edits including show day updates via the CMS. 

• Client will review and approve all content, the platform and complete the project sign off form before promotion.  
  

• Client will be responsible for managing communications with end users who have issues accessing the platform, with support provided by CrowdComms to the client.

• In all instances the client will be required to complete the project sign off form. If you promote the platform without completing the project sign off form which follows the CrowdComms internal QC check, CrowdComms will not be responsible for any issues that may arise as a result of the setup.
  

Kiosk Service Level Agreement

 

Our service level agreement outlines the services included with your kiosk project and your responsibilities. By utilising our included services and ensuring you own the points outlined as client requirements, ensures a seamless experience and most importantly a great event. 

Please ensure you have read and understood this document before starting work on a new project.

Timeline

• Design assets for kiosk decals to be supplied a minimum of 4 weeks prior to the event date.
• Design assets for badges/kiosk display to be supplied a minimum of 3 weeks prior to the event date.
• Attendee list for upload into the core to be supplied a minimum of 1 week prior to the event date.

Services Included

• CrowdComms provide agreed badge stock, kiosks ,software and services to deliver to agreed scope. This does not include lanyards. 
• CrowdComms will upload the initial attendee list within 2 business days of receipt
• Any other content action within 2 business days

• CrowdComms will respond to emails within one (1) business day answering questions, outlining next steps or requesting more information where appropriate.

• If the client uses CrowdComms design service we will create the badge(s) and brand the kiosk display and decals. CrowdComms will facilitate one further change to designs once signed off by the client.

Client Requirements

• Ensure ALL content will be sent by one authorised client contact.
• Ensure all content data is correct and signed off internally prior to sending to CrowdComms.
• Provide brand guidelines where applicable.
• Provide design assets.
• Supply all content on or before the agreed date. The agreed date will be confirmed on the initial Kick-Off call
• Supply content and changes to content by email and SharePoint. CrowdComms will setup project specific area on SharePoint and share access.
• Proof and approve all content and app setup before launch.
• Provide own lanyards. 

Onsite Client Requirements 

• Client is responsible for providing an internet connection. EACH kiosk requires a minimum of 5Mb
• Client is responsible for providing power for the kiosks
• Client is responsible for providing onsite build/ breakdown information. Access for delivery - Including any restricted access. We will require the use of a lift if the event is taking place off of the ground floor. We cannot take the kiosks up stairs. (Pronto Max kiosks weigh 80kg each).
• Client is responsible for providing secure storage - This needs to include storage before/after the event if required. We will also need somewhere to store the auxiliary equipment for the kiosks (e.g. the covers, storage boxes etc)

Please Note

• Content (other than images) cannot be accepted in PDF.
• Where possible brand assets should be provided in a vector format or as high resolution bitmaps.
• Content is loaded as supplied.
• We do not proof-read content before/after it is loaded.
• Client will be required to complete a Client Project Sign Off Form before the app goes live.
• All projects require an internal quality assurance check. This check is carried out by a designated member of our QA team.
• In all instances the client will be required to complete the project Sign Off Form. We will not be able to go onsite without receiving the completed form.
• Expenses including travel, accommodation and sustenance are invoiced post event with receipts, or at agree per diem rate. 

Comprehensive registration Service Level Agreement

We offer a user friendly, templated registration solution that is customisable to replicate your brand. Requirements for registration can vary significantly and below SLA is based on a typical managed registration requirement: 

• Branded intro email using existing templates
• Custom url for the registration platform 
• Integration to seamlessly transfer registrants into the CrowdComms event app, hybrid platform
• Branded registration website using existing templates
  • Includes home, agenda, speakers, sponsors and register page
• Data capture built around your requirements including logic to ensure registrants only see relevant questions
• Ticketing and payments. Please note, payment processing requires using or setting up your own account with one of the approved providers such as stripe 
• Branded confirmation email using existing templates
• Admin access to reporting dashboard to see the latest registrant data 

View demo 

Registration setup 

We recommend allowing four (4) weeks as a minimum to get your registration setup. Quicker turnaround is possible depending on availability of resources, discuss shorter turnaround options with your account manager. 

Important: Delays to providing content or multiple rounds of changes will result in the process taking longer. 

Your allocated Support Specialist will provide a Sharepoint folder to provide the required assets and details outlined below. Once content is received, your allocated support will advise time to get uploaded to the platform. This can vary depending on scope of the content. 10 working days is a guide between all content provided and it being ready for initial review.

We provide training to enable you to manage ongoing changes once the site is built. If you prefer for us to manage ongoing updates, discuss this with your account manager at project scope stage. Time to implement updates will depend on the nature of request i.e. simple changes, we aim to update with one (1) working day. Multiple updates or large data uploads will take longer,  your allocated support manager will advise once they have reviewed content. 

Once we have uploaded the bulk of the content, we will schedule a review call and provide training to allow you to make real time edits to content as needed. The aim here, is to empower you to have control over tweaks that are needed straight away. 

General Requirements: 

• Preferred URL for the registration site (Must be available)

Required Design assets: 

• Logo: 300 pxls width x 60 pxls height (jpeg)
  • Appears to the left of the top navigation menu
• Secondary Logo: 192 pxls width x 192 pxls (jpeg)
  • To be used as the favicon (appears in the actual browser tab)
    
    This image will also be used as the Apple Touch icon should iPhone users save the site to their home screen.
• Cover image: 1920 pxls width x 720 pxls height (jpeg)
  • Appears on the landing page with your event name and register button profiled on top
• Secondary cover image: 1920 pxls width x 240 pxls height (jpeg) 
  • Appears at the top of the registration form page
• Email header: 619 pxls width, height can vary (jpeg) 
  • Appears at the top of both invitation and confirmation email
• Brand guidelines or hex code for primary, secondary and further supporting colours where appropriate
  • Used to brand the top navigation menu, register button and text 

Required Details: 

• Event Name
• Overview text: 2500 characters max (Text only) 
• Registration form questions refer to 'Register Form' above
• Text to appear in confirmation message: 1000 characters max (Text only)
• Confirmation email subject: Defaults to 'Registration to {%event_name%}'
• Text to appear in confirmation email: 1000 characters max (Text only)
• Include users registration responses in confirmation email: Yes/No 

Content pages: 

• Advise which menu options (the tabs at the top) you will need, these will be named in line with your requirements.
• Provide the content such as agenda, speakers and sponsors in excel format if possible. For simple agenda's, word document is acceptable.
• Ensure any images that need to be displayed are included on sharepoint folder and named accordingly

Reporting:

Live reporting will be available via the reg.crowdcomms.com dashboard. This includes the details captured from registration and breakdown of who has and hasn't registered. You can export reports based on registration status i.e. who hasn't registered to target these users with additional rounds of promotion via your email marketing platform. Additional rounds of promotion are not included within the registration light package. 

Legacy: Registration Essentials Setup & Service Level Agreement

Overview and key features: 

Registration light is a simple branded website to register users and populate the virtual event platform attendee list. Registration light is managed outside of the CrowdComms platform and is priced separately to the CrowdComms Platform. Your Account Manager will be able to provide more information if this is a good fit for your requirements. 

• Custom URL for ease of access
• Landing page with event overview and your branding applied
• User friendly registration form to capture the registrants details
• Confirmation message upon completing registration 
• Confirmation email sent via a noreply email from your custom domain
• API integration with the CrowdComms Virtual Event Platform
• Site will be live for maximum of 3 months from launch date. At 3 months registration data will be deleted from third party registration site.

Please note: This is a registration light solution limited to the functionality outlined on this page. The linked example demonstrates how your registration light solution will appear with branding and content applied.

For more comprehensive registration requirements, please contact your Account Manager for further options. 

Click to view demo

Landing Page

• Your logo will appear to the top left
• Cover image appears with the register call to action centralised 
• Overview of your event appears below the cover image 

Register Form 

Please note: All registrants will see the same initial questions on the registration form. However, logic and branch questioning is supported.

Question Types: 

• Text response
• Multiple choice, select one answer
• Multiple choice, select multiple answers 
• File attachment  

Please provide the data capture questions required for the registration page outlining the question followed by type of question in brackets and whether the question is Required or Not Required. Examples of how to provide this data are outlined below. 

Please note: First Name, Last Name and Email required as a minimum. 

• Question 1: First Name (Text response, Required) 
• Question 2: Last Name (Text response, Required) 
• Question 3: Email address (Text Response, Required) 
• Question 4: Dietary Requirements (Multiple Choice, select one answer, Required)
• Question 5: Are there any other details we should be aware of (Text response, Not Required) 

Confirmation Message

Upon registering, a confirmation message including your custom text will appear. This will be followed by a confirmation email. Please complete the example registration form linked at the top of this doc to see how this appears. 

Confirmation Email 

Upon registering, a confirmation email will also be sent from the no reply email address.

Reporting 

Live reporting will be available via the reg.crowdcomms.com dashboard. This includes the details captured from registration and breakdown of who has and hasn't registered. You can export reports based on registration status i.e. who hasn't registered to target these users with additional rounds of promotion via your email marketing platform. Additional rounds of promotion are not included within the registration light package. 

Registration Setup Requirements

Your allocated Support Specialist will provide a Sharepoint folder to provide the required assets and details outlined below. Upon receiving acknowledgement of required assets being received, allow 5 working days for your Registration Light solution to be created. Updates will take 3 working days and to avoid unnecessary delays please ensure all required assets and details are approved and provided at the same time. 

General Requirements: 

• Preferred URL for the registration site (Must be available)

Required Design assets: 

• Logo: 300 pxls width x 60 pxls height (jpeg)
  • Appears to the left of the top navigation menu
• Secondary Logo: 192 pxls width x 192 pxls (jpeg)
  • To be used as the favicon (appears in the actual browser tab)
    
    This image will also be used as the Apple Touch icon should iPhone users save the site to their home screen.
• Cover image: 1920 pxls width x 720 pxls height (jpeg)
  • Appears on the landing page with your event name and register button profiled on top
• Secondary cover image: 1920 pxls width x 240 pxls height (jpeg) 
  • Appears at the top of the registration form page
• Email header: 619 pxls width, height can vary (jpeg) 
  • Appears at the top of both invitation and confirmation email
• Brand guidelines or hex code for primary, secondary and further supporting colours where appropriate
  • Used to brand the top navigation menu, register button and text 

Required Details: 

• Event Name
• Overview text: 2500 characters max (Text only) 
• Registration form questions refer to 'Register Form' above
• Text to appear in confirmation message: 1000 characters max (Text only)
• Confirmation email subject: Defaults to 'Registration to {%event_name%}'
• Text to appear in confirmation email: 1000 characters max (Text only)
• Include users registration responses in confirmation email: Yes/No