Ustream broadcasting plan definitions

Item Description
Ustream Align

The Ustream Align subscription provides the following features and services:

  • Ustream Web Broadcaster
  • Video Upload
  • Video content management system (CMS)
  • Live streaming capability
  • Live Playlists
  • Playback optimization for all devices via Ustream Cloud Transcoding
  • Global stream delivery via Ustream Software Defined CDN (SD-CDN)
  • Align Portal and channel pages for viewing live and on-demand content
  • SSO to control access to video content via corporate directory integration
  • Q&A Module
  • Individual viewer tracking to see individual viewing history
  • Advanced video analytics
  • Included license for Producer Pro software with annual agreement.
  • Preferred Support

Unless otherwise specified in the Sales Order, Ustream Align includes:

  • 10 Channels
  • 1 TB of Storage
  • 3 additional Account Admins
  • 20 Viewer Hours per seat per month
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.
Support Defintions
Basic Support Email and phone based support. 6 am to 6 PM US Pacific Time.
Preferred Support

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):

  • support configuring and testing security features
  • support configuring ingest setups including multiple bit rate broadcasting and cloud transcoding setups (source/480/360/240)
  • Geo-blocking: Restrict live and recorded video to specific countries
  • IP Restriction: Restrict live and recorded video to specific IP addresses or ranges to increase security of streams.
  • Back-up ingest: Configure a secondary channel as a backup which can take over from the "primary" channel if the event that the primary channel disconnects.
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:

Advanced Support:
Available via phone, email and chat before, during and after event including nights and weekends outside the usual Ustream support times. Available during event to monitor event via a phone bridge. (Onsite attendance possible at extra cost; please contact Customer Success team for details.) Pre-event Testing: Helps ensure event success by optimizing all channel and broadcast settings. Provide encoding specs and publishing info to onsite production team.
Marketing and Promotion Support:
Assist with embedding and sharing content on third party sites and social networks, including providing embed codes.
Channel set-up and management:
Setup account and first Ustream channel page. Add channel icon, background and slideshow images. Optimize Ustream channel for search engines by adding live and recorded video metadata and tags. Schedule events on Ustream platform. Create shortened URL for Ustream channel page. Enable a pre-moderation function that gives the customer complete control over comments published in the Social Stream.
Managed web broadcast:
Monitor live event to help ensure flawless end-to-end delivery of high quality video and audio. Set up pre-show trailers and/or slideshow, and post-show Live Playlist replay. Start and stop event transmission and recording. Trim video recordings and configure publishing settings.
Post Event Report:
Following the event, the Advanced Support Team member will provide a retrospective PDF report on the event performance including total views, unique viewers, average view time, viewer locations, embeds.

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:

  • Work with the client, the video production crew, and the network operations staff to deliver high quality Live Streaming Video
  • Collaborate with the client to solidify goals and requirements
  • Develop and manage streaming plans, timelines, testing, and dependencies
  • Perform risk assessment analysis and mitigation plans
  • Provide on-going communications through status calls and other methods as appropriate
  • Provide leadership and motivation to cross functional streaming team members throughout the project lifecycle