LiveControl Protocol: Service Guidelines and Procedures

Below are the LiveControl guidelines and protocols, but please refer to our website for the most current Terms. The Terms supersede anything documented in our Help articles.

LiveControl agreements & accounts

1. All contracts are annual agreements at minimum.
2. Credits not used at the end of the contract year expire.
3. One service credit represents 2.5 hours of consecutive production unless otherwise determined in your contract.
4. All clients are required to have a valid credit card on file. To add or update your credit card, please read more here.
5. Contracts are non-refundable. If contracts are not paid on time and in full, LiveControl may require third party involvement to obtain payment.

Service types

1. Produced Events: Your best production option! A videographer will remotely control your cameras to provide you with a professional production, complete with panning, tilting and zooming. Your videographers have been rigorously trained and understand the intuitive flow of a production. If you have special notes for your videographer, you may add these in the videographer notes section. Produced Events cost a service credit (or more if the event is longer than the designated credit time). Produced Events will start at the scheduled start time. The videographer will follow the flow of the action, so the event may end earlier or later than scheduled. Please see our End Event Policy for more information on ending events.
2. Static Events: The main camera (usually the front facing camera) with a static wide shot will be turned on and begin recording at the designated time. A Static Event does not cost a service credit if Static Streaming is included in your subscription.
3. Test Events: Test Events are meant to provide a modality to test lighting, audio and video without streaming the public-facing web player. A web player link is provided and the test event is only visible to those with the link. Test events are a maximum of 30 minutes, and only use the main, static camera. 
4. Simulated Live Events: Simulated Live Events enable you to upload a pre-recorded video and play it on your web player as if it is live. You may pull a video from your Dashboard’s archive or upload a file from your computer. Schedule at least 2 hours in advance to allow the file to load and event to launch properly.

Scheduling & scheduling changes

1. Static Events: Can be scheduled at least 15 minutes in advance of the desired stream start time. You can adjust the start and end times on the Dashboard. The event will end at the scheduled time.  You may also end live events directly on your Dashboard. 
2. Produced Events: Must be scheduled at least 48 hours in advance. If you would like to schedule a Produced Event within 48 hours of the start time, please follow the last-minute event protocol here.  You may change the time of the service +/- 2 hours directly in the Dashboard.  Event time or videographer note changes made within 24 hours of the event need to be called in to the urgent line and emailed to [e-mail].

End event policy for Produced Events

1. Our LiveControl videographers are trained to end a Produced Event at its natural ending point, even if it is before or after your scheduled ending time. If you are okay with our videographers using their best judgment to end your events, continue streaming as usual.
2. However, if you would like your event to end at a specific point or time, you have two options (below). These options only apply if you would like to specify event end times.
   • Speak an audible end cue during your event. There are specific requirements for the audible cue, so be sure to review our guidelines here for more information on this option.
   • End the event yourself on the Dashboard to override the videographer's choice. Look here for more information how to do this.

Purchasing credits

1. Credits are purchased on a subscription basis at the time of contract start or renewal. 
2. Credits are delivered at time of payment.
3. If you are in need of additional credits during your contract year, you may purchase additional credits a la carte directly on your Dashboard. Read more here. 

Client control

1. Cameras can only be controlled by LiveControl while under contract. This applies to leased, rented, or purchased cameras (including any previously purchased cameras that are being used by LiveControl).

Audio

1. Clients must provide an Onsite Contact who will be responsible for configuring the location’s audio system and monitoring the sound of the live streams. The Onsite Contact is responsible for adjusting the audio so that LiveControl receives the proper level.  
2. During the onboarding installation process, LiveControl will validate that we are receiving audio from your sound system.
3. Neither LiveControl nor our installer will install or configure on-site sound systems for use with our equipment. Please provide a 1/4" or XLR audio feed from your sound system to connect to our audio interface.

Video & graphics screen share integration

1. During services that have Video and Graphics Screen Sharing integrated, there must be a dedicated Graphics Contact from your team who is on location and operating the graphics computer during the stream. 
2. The dedicated Graphics Contact will need to: 
   1. At least 1 hour prior to stream start, ensure dedicated graphics computer has an ethernet cord connecting it to the LiveControl router.
   2. ProPresenter: 
      1. Launch ProPresenter. 
      2. Share slides at appropriate times during the service.
   3. PowerPoint: 
      1. Launch the screen sharing software on the dedicate graphics computer.  
      2. Launch PowerPoint.
      3. Properly size the window of the presentation/media being shared.
      4. Activate the screen share(split screen or full screen) at the appropriate times during the service.
   4. More information about the graphics add-on and screen-sharing can be found here.

Camera placement

1. LiveControl will work with the client to determine the best placement of each camera prior to installation. Typically our cameras should be mounted on a wall roughly 8-10 feet above the ground, with a maximum distance of 80 feet between cameras and areas of focus, and with a clear line of sight to achieve a variety of camera shots.
2. While under contract, cameras cannot be moved once installed. If reinstallation is required, please reach out to our team. A recalibration fee may be assessed.
3. Leased cameras cannot be on tripods and cannot be placed outdoors at any time. Leased cameras may only be permanently mounted indoors.
4. Purchased cameras may be placed outdoors, but it is recommended that they are placed in an outdoor, weatherproof housing, as they are subject to the same calibration fee if they are moved. Movement of cameras or placement outdoors will require support from the LiveControl team and the client could incur additional costs.

Installation

1. A confirmed and active internet source is required before the installation check. Our minimum speed requirements are:  Download Speeds: 20 mbps; Upload Speeds: 20 mbps
2. A noise-free, confirmed and active audio source is required before the installation check. This needs to be a XLR or 1/4" balanced line-level audio source.
3. Power to the LiveControl Encoder and Router must be continuous and not powered off.
4. A standard static shot/position will be set for one camera. This will be used automatically for all Static Events.
5. Each client receives one sync test during the onboarding/installation process. If additional sync tests are required (due to no fault of LiveControl), the client may incur additional costs.

Tests and installation changes

1. Sync tests, re-installations and any changes to the system made after installation may incur additional charges. These include:
   • Any occurrence that requires LiveControl to turn on the encoder due to loss of power.
   • Modifications to the audio signal that require confirmation, readjustment and configuration.