CrowdComms Managed Live Stream Service Level Agreement

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 technical check 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. Failure to provide the required information at least five (5) working days before the first day of the event will result in additional £1,000 project management fee.
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.
Client will provide all assets and running order in agreed templates at least 3 working days before the first show day. Failure to provide the required information at least 3 working days before first show day will result in additional £1,000 project management fee for the quick turnaround.
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 virt

Example timeline, critical path to successful platform delivery

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, providing all required information, selecting your preferred design template and providing 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: Kick off call and first training session 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 the first training session where you are taken through the self service CMS including how to upload content and make edits.

Step Three: Upload your event content.

Allow 4 weeks to ensure you have sufficient time to upload all required content utilising the content and engagement modules on the CMS.
If all content is available, it is possible to upload content in shorter timeframe.

Step Four: Arrange second training call with your allocated support specialist.

The second training call will include covering any aspect you need assistance with such as the best option to achieve specific outcomes.
The second training call will include managing engagement features. If you are managing the stream delivery yourself, these engagement features will be covered in more detail than if CrowdComms are managing the stream delivery.
Gamification and alerts can be setup ahead of the event and if relevant to your event, these features are covered in this second training call.

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 EXAMLE.
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.
Minor changes are expected and if you have opted for the self service model and are managing the streaming yourselves or through another production provider, changes to the live platform will be managed by you.
The self service CMS and training pre event ensures you will be well placed to manage the expected changes.
Your allocated support contact will be avaialble by email however for immediate requirements, the wider support team can be contacted on (+44) 01258 863812 between 9am and 5.30pm UK time.
CrowdComms offer allocated support personnel at £1000 per day / per resource. If you opt for this level of support, the allocated support will act be at your disposal and act as an extension of your team and manage platform changes, sending alerts and engagement features as required.
If you have opted for CrowdComms managed streaming service, further detail can be found HERE.