What are monitored and managed events?
Last updated October 17, 2018
The WorkCast Platform is a unique webinar and webcasting platform that allows users to have fully styled and branded event workflows that can be used for many events.
Every customer of WorkCast Present+, WorkCast Producer+ and Enterprise licenses has the option to purchase event support. All account types can purchase Monitoring and Producer+ and Enterprise account holders can purchase Managed Events.
Premium Product Support
WorkCast provide premium product support to all customers. Platform support is provided via:
- email (firstname.lastname@example.org)
- live chat
- inline in the platform
- through our webinar and help portal, Insite (insite.workcast.com).
Audience support is provided through our test page which is available through registration thanks pages, email communications and live event pages. This page is test users' connections and can diagnose and triage any issues viewers may be having.
Live Event Support
Live event support can be delivered through either Monitored or Managed Support packages.
Your event will be monitored by a member of our live event team who will be on hand to check your event is broadcasting correctly, audio is coming through clearly and to assist you should you have any technical issues.
The events are monitored using our monitoring stations which allow us to monitor multiple events at once on multiple connections and devices to ensure we are able to diagnose and resolve any issues quickly and efficiently.
Monitored and Managed Event Support
WorkCast customers have the option to purchase individual or multiple event support packages. WorkCast offer 2 different event support packages – Monitored and Managed. Customers will need to decide which package is best for them dependent upon their support requirements.
Monitored Event Support
With our Monitored service, you are still responsible for the event setup and delivery of the event within the platform. The WorkCast support team can help during this process through email and chat support at set up stage and will also provide support during your live event through our monitoring station. So you'll have help and guidance when you need it. However, you take ownership of the event and make sure your presenters know what to do and how to do it.
This service suits event managers who regularly run events and have taken time to learn the WorkCast platform. The support is there to provide guidance and advice during your live event, but ultimately you are in control of running your live webinar.
Additional guidelines and checklists are available here - http://insite.workcast.com/monitored-webinar-event-process
Managed Event Support
Managed event support is available for our Producer+ and Enterprise licences, which also include a dedicated Account Manager.
Our Fully Managed service is ideal when you don't want to worry about any of the technical operations of running an event. Our customers who use this service want to concentrate on marketing the event and leave the operational side of running an event to us.
Our experienced events team will oversee the entire event process and provide additional services to widen the delivery options for your event- such as pre-records and editing services. We will work with you on the initial event set up, assist with content upload, rehearsals and event running. You will be supported by your Account Manager as well as benefitting from our Monitoring services by our Events Team.
Additional information regarding the process for your Managed Event can be found here - http://insite.workcast.com/managed-webinar-event-process
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