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Client Managed Content Service Level Agreement (Self-Build)

Our service level agreement outlines the services included with your platform license and your responsibilities. By utilising our included services and ensuring you own the points outlined as client requirements, 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. 

Self-Build

  • The Content Management System (CMS) is incredibly intuitive, and you will have access to our comprehensive step-by-step guide to setting up your event platform, along with an extensive library of docs and tutorial videos to help you along the way. 

  • Further support is available via a live chat desk, which is accessible directly from the CMS. You can contact our highly trained support staff with any questions or queries. Support hours on the live chat desk are 1000-1830hrs Monday-Friday. 

  • EventEye will provide templates for content available for download from the dashboard (CMS). 

  • EventEye will provide access to some generic HTML email templates that can be used to promote the platform. 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. You will also be responsible for sending the email. Example

  • EventEye will complete a quality control check before you are sent the project sign-off form. The platform will be ready for launch upon completion of the sign-off form. 

Client will

  • Client will complete a project kick-off form. EventEye cannot initiate the platform for you until this is completed.

  • 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. 

  • Client will use the in-built page builder in the CMS to apply branding and design assets to the platform. If you require a bespoke design outside of our templates, please contact your Account Manager. 

  • Client will upload all content via the CMS. 

  • Client will make all edits and updates via the CMS. 

  • Client will review and approve all content, the platform and complete the project sign-off form before launch.

  • Client will be responsible for a promotion email/onboarding comms to the attendees. The best practice is to send this HTML email via an email marketing provider i.e., mail chimp. 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.  

  • Client will be responsible for managing communications with end users who have issues accessing the platform.
  • In all instances, the client must complete the project sign-off form. 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.  

Example timeline, critical path to successful platform delivery 

We recommend allowing twelve (12) weeks to allow sufficient time to comfortably learn the CMS, to upload your event content, for quality control checks to take place, and for the platform to be promoted ahead of your event show days, allowing for pre-event engagement. The platform can be set up and promoted in shorter timeframes by allocating more time to the build process.

 Step One:  

  • Complete the project setup form, providing all required information. 

Step Two:  

  • Work through the step-by-step guide to familiarise yourself with the CMS and get your platform up and running. 

Step Three:  

  • Upload your event content using the handy CMS templates. Make sure you plan to have sufficient time to upload all required content utilizing the content and engagement modules on the CMS. 

Step Four:   

  • Quality control checks before promoting the platform to your users. Make sure you thoroughly test the platform. It is very common to make changes to content up and even during the event. Content changes managed by the client with EventEye support can continue to happen after the QC has taken place.  

  • As part of the QC check, EventEye will recommend improvements where appropriate. 

Step Five: Show Days and live event support.  

  • The steps outlined above will ensure the platform is aligned with our best practices for a successful event.  

  • The self-service CMS, live chat, and training materials provided pre-event will ensure you are well-placed to manage the expected changes.  

  • EventEye offers show-day support specialists at an additional charge. If you opt for this level of support, the allocated support will be at your disposal on show days and act as an extension of your team. Responsibilities will include managing platform changes, engagement features, and sending alerts. To book this service, please contact your account manager.

  • Standard show day support includes live chat between 10:00 and 18:30pm CET.   

Please note

  • Services outside of this SLA are charged at the standard hourly rate, billed in 15-minute increments.
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