EventEye Managed Content Service Level Agreement (SLA)

Managed

Our Contentservice Service

level agreement outlines the services included with your platform license and your responsibilities. Utilizing our included services and ensuring you own the points outlined as client responsibilities 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: 

• EventEye will allocate a named Event Project Manager for the project's duration. The standard package offers fifteen (15) hours of dedicated support, which we will monitor. Other support packages are available if you will require more than this. Please get in touch with your Account Manager for more details. 
• A wider support team will be available to assist should your allocated contact be unavailable for any extended period of time. 
• EventEye includes a limited design service to apply your assets to the platform. EventEye is not a design agency, and all design services are outlined here. 
• EventEye will respond to emails within one (1) business day, answering questions, outlining next steps, or requesting more information where appropriate. 
• EventEye will provide templates to add content in the required format. These templates are available for download from the dashboard (CMS). 
• EventEye will advise on realistic turnaround times upon receiving content. If the content is provided within the agreed templates, this content will be uploaded within five (5) business days.  
• EventEye will upload the first draft of the agendacontent withinusing fivethe (5)data workingprovided daysin unlessthe otherwiseshared advised.folder. EventEye will then export the data from the CMS and add it to the shared folder for the client to add/edit/delete 
• UnlessEventEye otherwisewill advised,then upload otherthe content/actionremaining changesdata withinfrom forty-eight(48)the hoursshared offolder receiving.once the client has confirmed via email that the content is finalized and signed off for publishing. 
• Once the first draft ofplatform content is loaded, EventEyetraining will confirmbe viaprovided emailto and attach the relevant
  spreadsheets for making changes.
• EventEye and client will agree a final date for the submission of changes, andenable the client will send
  through the updated EventEye templates on that date for upload. Any updates the client requests
  EventEye to performmanage afterongoing thischanges.  date
• EventEye will bedeliver charged per hour as professional services.
• Acknowledge emails within oneOne (1) business day.
• EventEye will supply up to two (2) hourshour of phone/ online Content Management System (CMS) training via Zoom. If you cannot use Zoom, we can provide training on your video conference solution of choice; however, you will be responsible for setting up the call.  
• EventEye will provide ongoing email support throughout the project lifecycle.
• EventEye will offer support via the live chat service available on the CMS.
• EventEye will complete a quality control check before you are sent the project sign-off form. Upon completing the sign-off form, the platform will be ready for launch.  
• EventEye will upon request provide an HTML branded template email with joining instructions which you can use to ensuresend thatthe joining instructions to delegates. 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 this with your Account Manager. 

Client responsibilities and considerations: 

• Changes in scope outside of the brief agreed with the Account Manager before the project kick-off will need to be discussed with the Account Manager. Any changes to the 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. 
• The client will make all efforts to condense support requests into one email where possible.  
• The client will provide brand guidelines and design assets where required to assist with the platform design setup. 
• The client will provide all content in agreed templates and proofread it before sending it to EventEye. 
• EventEye will upload content as provided.  
• Once the content is loaded, the client iswill proficientmake inongoing makingedits, edits/including additionsshow-day inupdates via the CMS. 

The

Client will

• Ensure ALL contentclient will be sent by one authorised client contact.
• Ensure all content data is correct and signed off internally prior to sending to EventEye.
• 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 or other agreed method (i.e., FTP / Dropbox etc.)
• Proofreview and approve all contentcontent, and appthe setupplatform and complete the project sign-off form before launch.launching and promoting the platform.  

The

Pleaseclient note

• Content (other than images) cannotwill be acceptedresponsible infor PDF.
sending
• Brandthe assetsHTML shouldpromotion beemail provided inby aEventEye. vectorThe formatbest or as high-resolution bitmaps where possible.
• Contentpractice is loadedto assend supplied.
this
• WeHTML email via an email marketing provider i.e., MailChimp. If you do not proof-readhave contentaccess before/afterto an appropriate email marketing platform, it iswill loaded.be your responsibility to find an alternative method of promoting the platform.  
• The client will be responsible for managing communications with end users who have issues accessing the platform - Read more 
• The client will be required to complete the project sign-off form in all instances. If you promote the platform without completing the project sign-off form, which follows the EventEye internal QC check, EventEye will not be responsible for any issues that may arise as a result of the setup. 

• Native apps require three (3) weeks for the submission process. If rejected, resubmissions have the same three (3) weeks submission process. EventEye will provide guides to assist the client with setting up app store accounts, and EventEye will process the submission upon receiving all required assets and invites. EventEye is not responsible for delays in the submission that arise from waiting for app store setup or approval.  
• SupportThe client is includedresponsible freefor ofsharing charge.best practices relating to managing streaming with external technicians if the client opts to manage streaming internally or through external AV/production partner - https://docs.mux.com/docs/configure-broadcast-software