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EventEye Managed Content Service Level Agreement (SLA)

Our 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 fifteenten (15)10) 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 content using the data provided in the shared folder. EventEye will then export the data from the CMS and add it to the shared folder for the client to add/edit/delete 
  • EventEye will then upload the remaining data from the shared folder once the client has confirmed via email that the content is finalized and signed off for publishing. 
  • Once platform content is loaded, training will be provided to enable the client to manage ongoing changes.  
  • EventEye will deliver One (1) hour of 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 send the 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 will make ongoing edits, including show-day updates via the CMS. 
  • The client will review and approve all content, and the platform and complete the project sign-off form before launching and promoting the platform.  
  • The client will be responsible for sending the HTML promotion email provided by EventEye. The best practice is to send this HTML email via an email marketing provider i.e., MailChimp. If you do not have access to an appropriate email marketing platform, it will 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.  
  • The client is responsible for sharing 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 


 

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