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apvanta Service and Support Policy

Effective date: [DATE]

This Service and Support Policy describes standard support and operational expectations for apvanta unless a separate written order form or enterprise agreement states otherwise.

1. Scope

The Service provides tools for live streaming, event hosting, uploaded video hosting, recordings, playback, public anonymous events, gated/private events, and selected interactive features.

The Service does not include production crew services, managed event operation, broadcast engineering, encoder configuration, speaker coaching, legal clearance, music licensing, accessibility services, captioning services, or emergency support unless expressly included in a written agreement.

2. Customer responsibilities before going live

Customer is responsible for testing before each live event, including:

account access and admin permissions;
event visibility, public/private settings, and gating;
stream keys, ingest URLs, encoder settings, and network readiness;
upload and recording settings;
playback on expected viewer devices;
moderator assignments and interactive feature settings;
speaker permissions, attendee notices, and recording consents;
fallback plans for Customer equipment, networks, and presenters.

3. Public and private event behavior

Public events are anonymous viewing experiences and cannot use interactive features. Customers should use gated/private events when attendee identity, registration, chat, Q&A, breakout rooms, polls, or similar participation tools are needed.

4. Availability

We use commercially reasonable efforts to operate the Service. Unless a separate written SLA applies, we do not guarantee uptime, stream availability, recording success, upload success, playback quality, viewer capacity, latency, or support response times.

Streaming depends on third-party networks, encoders, devices, cloud providers, content delivery networks, DNS, payment processors, viewer bandwidth, and other factors outside our control.

5. Support channels

Standard support: [SUPPORT EMAIL or SUPPORT URL]

Security reports: [SECURITY EMAIL]

Abuse reports: [ABUSE EMAIL]

Support may require account information, event ID, stream URL, timestamps, encoder details, screenshots, logs, and reproduction steps.

6. Incident handling

We may prioritize incidents based on severity, affected customers, live-event timing, security impact, legal risk, and platform-wide operational risk.

We may provide status updates through [STATUS PAGE], email, account notices, or support responses. Not all incidents will receive public postmortems.

7. Maintenance and changes

We may perform scheduled or emergency maintenance. Where practical, we will provide advance notice for scheduled maintenance that materially affects paid customers. Emergency maintenance may occur without advance notice.

8. Data and backups

The Service is not a backup service. Customers should keep independent copies of important recordings, uploads, event assets, and exports. We may delete content according to plan limits, retention practices, account status, nonpayment, legal requirements, and backup cycles.