All live events and experiences are capped by default at 5,000 live concurrent attendees max across all products unless a Large Event Request is submitted and approved. All on demand events are capped at 1,000 concurrent attendees.

Note:  A large event request should be submitted anytime you expect more than 5,000 attendees for your live event.  This does not change the number of attendees allowed in your event before you are charged the overage fee defined in your contract.

What is considered a large event?

A large event is defined as any live experience exceeding 5,000 live attendees.

Special rules and additional approval processes apply to these events as outlined in Section 2b (Use of Services) in the ON24 Universal Terms & Conditions to ensure their success and the success of other events running simultaneously on the ON24 platform.

Per our standard contract templates, at least two weeks notice is recommended for large event requests.  Requests are reviewed and approved based on forecasted capacity on the date and time of the event.

ON24 reserves the right to:

• Decline the large event request  

OR

• Cap the event at an audience size that will minimize the risk to the integrity of ON24's platform and other customer events running at the same time as the large event.

The scheduling of an event during either Peak or Non-Peak hours will impact the approval process.

1. Peak Hours - Tuesdays, Wednesdays, and Thursdays from 8:00 am - 12:00 pm PT.
2. Non-Peak Hours - Monday, Friday, Saturday, and Sunday all day and Tuesday, Wednesday, and Thursday after 12:00 pm PT

Note: Requests for events larger than 5,000 attendees require four weeks advanced notice during "Peak Hours" and two weeks advanced notice during "Non-Peak Hours."

Audience Cap

If the event reaches the attendee cap, the registrant attempting to join the webinar will be presented with the following message: 

For Virtual Conference attendees, registrants attempting to join once the attendee cap has been reached will be directed to the attendee overflow page.  

Submitting a Request

Log into Webcast Elite and click the Support link or access the Knowledge Center.

Click on Submit a Request at the top of the page.

Under How may we help you today? choose the Request Large Event Support Option then choose the platform type (Elite, Engagement Hub, Forums, Go Live, Target, or Virtual Conference).

Choose the maximum expected audience size for this event and enter your Event ID.

Notes:

• A valid Event ID must be used, and each Event ID must be submitted separately.  If you have multiple events, you must submit a request for each.
• If you are using an Engagement Hub or Target page to serve as the 'entry' point for the event, be sure to make that selection in the request form. Requesting for an event hosted in a Hub alone will not automatically update the Hub capacity.
  

Then enter a description that includes the event date and time.  Add any CC's if necessary, then click Submit.

Approval Process

Once your case is received, it will be reviewed by the Platform Operations team.  If approved, Platform Operations will provide confirmation to the requestor.  In addition, the Customer Success Manager (or Event Manager in the case of an event with a management package) will continue to monitor registration as the live date approaches, in case the number of expected attendees increases.

Large Event Reservation Fee

The Large Event Reservation fee, also known as LERF or Stadium pricing, allows customers to secure guaranteed capacity on the ON24 platform for their live digital experiences while providing ON24 the visibility needed to meet the needs of all our customers effectively.

As of mid-February 2021, many contracts have updated pricing and reservation SKU that applies only to events over 2,500 attendees.  A Large Event Reservation Fee is payable upon ON24's approval of an Attendee Limit increase requested by the client (via the submission of a large event request ticket) regardless of the number of attendees who attend the webinar.

Once the request is made and approved, customers are billed for the requested capacity enforced for the live event.

Customers are billed at a discount based on our benchmark conversion rate over the past year.

Get in touch with your Account Manager for more information.

LERF Pricing Verbiage

For contracts with the LERF pricing language, the following message will display on the submission form during the large event request process:

As a friendly reminder, your contract includes a reduced rate for Large Event Reservations, which is billed based on the quantity being approved and not the number of attendees who attend the webinar.  If you have any questions about this, please reach out to your Account Manager. 

Live Event Requirements and Best Practices

The following are event build requirements and considerations for all Large Events:

1. The live event console should be prepared as early as possible before the live date.
2. Background images should be as small as possible in file size.
3. The number of engagement tools used must be at a minimum.
   • Use of the Media Player and Slides engagement tool is acceptable
   • The Help engagement tool should be removed as the Help link on the registration and lobby pages is sufficient.
   • Additional text or image engagement tools that might be used in a typical event should be flattened on the background image instead of using an engagement tool.