Whether you want extra support on the day of your webinar, help to prepare presenters, or need ON24 to manage all aspects of an upcoming event, the ON24 Customer Services team can help support and scale your program. This article describes the available webcasting services, including webcast monitoring and event management.
Things to Know
- All of these packages are billable services - contact your Account Manager if you have questions on pricing
- If you reschedule your event after submitting a request for a Webcasting Service, reply back to the email with the new date and time of the rescheduled event.
We recommend submitting your request as soon as your event is created. The advised minimum lead time to deliver a Webcasting Services package is one week. Requests received less than 48 hours prior (2 business days) to the live event start time may be subject to rush fees. |
Available Packages
Need assistance on your live webinar? This service provides up to 2.5 hours of service for a single live webinar on the live date/time.
- 30 minutes before the live webinar starts time, an ON24 representative will provide pre-call services
- 120 minutes of live Webinar monitoring services
An ON24 representative can:
- Provide pre-call services, including presenter orientation to the Elite Studio tool
- Guidance and testing of presenter connection types before Webinar start time
- Escalation to ON24's technical support teams for assistance with troubleshooting
- Monitor ON24 presenter Q&A tool to assist attendees with any technical issues
- Monitor ON24 presenter tool team chat to assist presenters with any technical issues, questions, or concerns they may have during the live webinar.
- Monitoring of the audience console for stream quality
Need assistance with managing your event from start to finish? This service provides up to 6 hours of service for a single Webinar ID.
An ON24 representative may provide:
- Webinar kick-off call and check-in call
- Webinar setup and configuration using features available in the customer's account on the ON24 platform
- Standard registration page setup including branded graphic uploads, descriptive text, and standard registration field configuration
- Lobby page setup includes branded graphic uploads, descriptive text, standard help page link, and standard test your system link.
- Audience console setup - includes branded graphic uploads, choice of background color, and engagement tool configuration as available in the customer's account.
- Webinar email(s) setup and activation
- ON24 presenter tool configuration
- Scheduling of webinar speaker training and dry run before live Webinar date/time (up to 1.5 hours)
- Scheduling of live Webinar monitoring (up to 120 minutes)
- Provide guidance and testing of presenter connection types prior to Webinar start time
- Provide escalation to ON24's technical support teams for assistance with troubleshooting
Need assistance managing your high-profile event from start to finish? This service provides up to 12 hours of service for a single Webinar ID.
- Webinar kick-off call and check-in call (30 minutes each)
- Webinar setup and configuration using features available in the customer's account
- Standard registration page setup including branded graphic uploads, descriptive text, and standard registration field configuration
- Lobby page setup including branded graphic uploads, descriptive text, standard help page link, and standard test your system link
- Audience console setup including branded graphic uploads, choice of background color, and engagement tool configuration using features available in the customer's account
- Webinar email(s) setup and activation
- ON24 presenter tool configuration
- Scheduling of up to 3 webinar speaker training sessions and dry runs before live webinar date/time (up to 1 hour each)
- Scheduling of live webinar monitoring (up to 4 continuous hours)
- Providing guidance and testing of presenter connection types before webinar start time
- Providing escalation to ON24's technical support teams for assistance with troubleshooting
Note: For this service, all requests must be submitted at least 72 business hours prior to the live event start time.
Up to 1.5 hours of service are provided for a single webinar before the live date/time.
- Provide presenter orientation with the ON24 presentation tool
- Guidance and testing of presenter connection types against ON24 connection standards
- Guidance and testing of ON24 presenter tool and screen share application
- Escalation to ON24's technical support teams for assistance with troubleshooting
- Assistance while the presenter team executes a dry run of the webinar
If you are a licensed account holder with an ON24 login and need onboard training, check out our platform training services. We also offer free self-paced training courses for presenters at freetraining.on24.com. |
- Live support provided via web conferencing, text chat and/or phone bridge
- Direct attendee support not included
- Kick off and check-in call (30 mins each)
- Forum set up and configuration using features available in the customer's account
- Standard registration page setup including branded graphic uploads, descriptive text, and standard registration field configuration
- Lobby page setup includes branded graphic uploads, descriptive text, standard help page link, standard test your system link
- Audience console setup includes branded graphic uploads, choice of background color, and engagement tool configuration as available in Client account
- Forum email(s) setup and activation
- ON24 presenter tool configuration
- Scheduling of Forum speaker training and dry run prior to live Forum Event (up to 1.5 hours)
- Includes up to 1 live ON24 Forums Monitoring Package
- Provide guidance and testing of Presenter connection types prior to live Forum Event
- Provide escalation to ON24’s technical support teams for assistance with troubleshooting
If you need a SFA more than 30 days after the start date of the event, submit a request to the Video Editing team using the Video Editing option listed below.
Note: This is a billable request.
Looking for Engagement Hub or Target Management packages? Click here.
How To Order
From the Overview page of the event you would like to use a service on, click on the Order Services button.
From the Overview page of the event you would like to use a service on, click on the Order Services button.
Choose the desired service, enter in additional details about your request, add additional emails to be CC'd if desired, and select Place Order.
Once the order is placed a confirmation email will be sent notifying you the case has been submitted successfully. A second email notification will be sent once someone from the Services team has been assigned to your request, to discuss specifics.
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