How can I request Silent Tests and Event Monitoring?

Owned by Niklas Hagen
Last updated: Apr 20, 2022 by George ComodromosVersion comment
2 min read

Hive provides Support Services, sometimes also referred to as Value Added Services, to our customers:

  • Silent tests
  • Event Monitoring (White Glove Services)

To request Hive Support Services, please file a request in our Support Portal.

Requesting a Silent Test

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Requesting Event Monitoring

Event monitoring (White glove service) includes a Hive Streaming Support Engineer available through video/audio-conferencing at the time of an event in order to report statistics in real time as well as offer advice/support during the production of an event. The Hive Streaming Support Engineer is also responsible for providing an analysis of the event post conclusion as well as supplying the customer with specific insights and experiences garnered from monitoring the event. Due to the nature of the streaming technology mid-event remediation is rarely possible however the presence of a Hive Streaming Support Engineer is likely to result in a deeper insight into customer specific production/attendance challenges. 

The Hive Support Engineer may generate an intermediate Insights report during the event, but only in case there are issues seen (Note! that the Insights may require some time to process). Severe observations will be reported via new support tickets and/or via the bridge call scheduled by the customer.

Conditions

  • Request submitted as a support ticket
  • Must be submitted 5 working days in advance. Note! Hive will still try accommodate later requests but as per availability. Normally, it is not a problem!
  • Unlimited Agents or participants
  • Maximum 3h event and participation by Hive staff
  • Billable service (check with you Hive Sales representatives for commercial details)

Follow up

Once the event has completed, Hive will generate and submit the Insights report URL in the ticket to the customer. Any observations will be provided along with it. 

Information to provide when requesting a Event Monitoring

  • Type of event: Event Monitoring

  • Date and start time:

  • Planned duration: 

  • Expected number of viewers:

  • Video Platform: 

  • Hive agent version: (Optional)

  • Maximum bitrate: (Optional)

  • Support Ticket: (Only for the internal Event Calendar schedule)

Green data should be provided by customer while Orange should be stated by Hive (sometimes needing input from Customer).


PDF outlining Hive's Support Service Requests Process