The Ustream Align subscription provides the following features and services:
Unless otherwise specified in the Sales Order, Ustream Align includes:
|Channels||Channels provide a unique streaming path for live or recorded video content. Multiple channels provide a way to stream several different pieces of live content at once, or to embed different groups of recorded content with varying access control or payer settings. Each channel comes with its own customizable channel page.|
|Viewer Seats||The subscription includes a specific number of Viewer Seats, as set out in your Sales Order. Each Viewer Seat provides a secure account login for a single unique viewer. Access for each Viewer Seat can be authorized, revoked, and tracked. Viewer Seats typically match or exceed the number of employees in your organization, because a Viewer Seat is required for every individual who will have access to live or recorded content.|
|Viewer Hours||Live and on-demand video consumption is measured in Viewer Hours. One Viewer Hour is calculated at one viewer watching for 60 minutes, or 60 people watching for 1 minute each. Each Ustream plan has a specified number of Viewer Hours included.|
|Viewer Hour Bundles||Pre-purchased Viewer Hours are available in Bundles, providing increasing value for customers who plan to use larger amounts of bandwidth. Bundle prices are quote in terms of cents per Viewer Hour.|
|Unplanned Additional Viewer Hours||Additional viewer hours used, above the included plus bundled total. Additional hours are calculated by subtracting the included VHs for a given period of time from the total VHs used in that period.|
|Additional Account Admins||Ability to add additional users to manage the Ustream account. There is one master account admin and additional account admins can be added to manage content and settings within the account.|
|Basic Support||Email and phone based support. 6 am to 6 PM US Pacific Time.|
All Ustream Align plans include Preferred Support at no extra charge. Preferred support provides both email and phone-based customer assistance. Responses from this team of video streaming professionals are typically received within 24 hours, 7 days a week, 6AM to 6 PM PT only. Also included is a single introductory onboarding call for new customers, consisting of an intro to the platform, and a product tour showing customer where to find key configuration settings. This thirty-minute tour is scheduled as part of the onboarding process.
Prior to onboarding, a named Customer Success Manager (CSM) is also assigned to your account, to provide a highly responsive and personalized level of service. The CSM will become deeply familiar with your goals, helping to ensure speedy resolution of any issues. The CSM will also offer to provide a quarterly account review, which includes feature mentoring, discussion of best practices, a review of system configuration and advice on all aspects of the account operation. You can reach your CSM for live phone-based support during Ustream business hours (9AM-5PM PT Monday to Friday only). Outside of these times, other support representatives are available (6AM-6PM PT, 7 days a week).
For support of critical events, the Managed Services Support package at is recommended.
Preferred support also includes implementation/configuration of these features for the duration of the support subscription (as long as the subscription remains valid and continuous):
|Managed Event Support||
A comprehensive support package designed for mission critical one-off events where the ultimate in responsive support is required. As with Preferred support, a named Customer Success Manager is dedicated to the customer's account, providing a more responsive and personalized level of support compared with basic phone support. The CSM gains deeper familiarity with the customer's goals, helping to ensure speedy resolution of any issues. The package also includes:
This service is sold per "Event Day" of the event. An "Event Day" is up to a contiguous 8-hour day including reasonable break and meal times. Event Days that are less than 8 hours in length are considered a full Event Day.
|Onsite Customer Success Management||
Customers who purchase Managed Event Service can also opt to have an additional Ustream Customer Success Manager attend in person at their event location. This onsite CSM will: