|Ustream Demand Enterprise Broadcasting Plan||
The Ustream Demand plan provides the following features and services:
Unless otherwise specified in the Sales Order, Ustream Demand Enterprise Broadcasting Plan 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 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.|
Preferred support includes all the features of Basic Support, and in addition a named Customer Success Manager is dedicated to the customer's account providing a more responsive and personalized level of service. The CSM gains deeper familiarity with the customer's goals, helping to ensure speedy resolution of any issues. The CSM will also offer a quarterly account review to the customer which includes ongoing mentoring, discussion of best practices, a review of system configuration and advice on all aspects of the account operation. Customers can reach their CSM for phone based support during Ustream business hours (9am-5pm M-F). For support of critical events, the Managed Services Support package 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.