Frequently asked questions

General

To ensure an optimal viewing experience on any device and in varying network conditions, our servers transcode the uploaded, recorded or - in the case of livestreaming - broadcasted video to multiple qualities. The video player will then choose the best possible quality, taking into account available bandwidth and processing power available to the device used for watching. This technology is often referred to as adaptive streaming, because the video quality adapts to the individual conditions of the viewer. Viewers don't need to do anything for this to work, it just happens automatically.
Every plan includes at least 250 GB of traffic or bandwidth (500 GB in the Webinar plan), but what does this mean in terms of actual views? Let's assume an average video is two minutes long. For Standard Definition video (often referred to as 480p) this amount of traffic corresponds to almost 15.000 views. The same amount of traffic will buy you around 10.000 views when you opt for HD video (720p). If your video is only one minute long, you get twice as many views. However, in real life not all viewers watch a video from beginning to end, even more so for longer videos. This means that the total number of views in your analytics reports can turn out be much higher than the above mentioned numbers, while still comfortably remaining within the limits of your monthly traffic quota.

Plans & pricing

Our storage limits are such that most customers never have to worry about it. The Discover and Interactive plans include  50 GB of personal storage space on our CDN. In the case of SD video (480p) you will get almost 50 hours of video, whereas with HD video (720p) 50 GB corresponds to 25 hours of video content. The Webinar plan includes 150 GB of storage to accommodate for longer video such as live webinars and training video. If you plan to produce very lengthy videos and you think you will need more storage, contact us and we'll put together a custom plan that exactly fits your needs.
Every plan includes a certain amount of new video per month, either uploaded (VOD) or live streaming. Recorded live streams can also be converted to video items, which will turn them into VOD, same as uploaded content. The actual amount of (new) video included in your monthly plan depends on the video qualities you want to offer your viewers. By default, our transcoding service will transcode your video to two SD (Standard Definition) qualities, 360p and 480p. For example, the Discover and Interactive plans include 2.5 hours of fresh video uploads per month, which technically means you get 5 hours of transcoding time.  Customers looking for HD quality can upgrade their plan with 720p encoding. As HD encoding is much more CPU intensive than SD, the actual video time is halved. Going back to our example, it would mean your 5 hours of transcoding time need to be divided by 4 (360p + 480p + 720px2), resulting in 1.25 hours of actual video content.
Monthly plans can be suspended at any time, up until the last day of the preceding month. After cancellation, we will keep your account settings for a period of 6 months, making reactivation as smooth as possible. However, your media files, metadata and analytics will be gone. If you simply want to carry on, you don't need to do anything, as your contract will be automatically renewed and all your assets remain untouched.

Billing

You have the option to be billed annually or monthly. With annual billing you pay ahead for the next 12 months, which entitles you to a 15% discount on the list prices. Overuse - if any - is charged at the end of the month in which the overuse occurred. To avoid overuse charges, you can always upgrade to a higher plan or add extra resources to your plan in the course of your contract, after which we will send you a bill making up for the difference. When you choose for a monthly payment cycle, we invoice you at the end of the month. Eventual overuse is added to the bill. Again, if you want to avoid overuse charges, you can permanently upgrade your plan until the last day of the month.
In some rare cases you may be better off to pay for overuse, rather than to upgrade your contract. For example, temporary marketing campaigns or a yearly corporate event may result in higher bandwidth consumption or more video transcoding hours than included in your monthly plan, but only for a short period of time.   In these cases overuse will be automatically added to your bill at the end of the month. We will inform you by email when your monthly limit for one or more resources has been reached, giving you the opportunity to upgrade your account and thus avoid overuse charges.
  • Bandwidth: 0.8 € per GB
  • Storage: 1.2 € per GB
  • Transcoding: 15 € per block of 1 hour (480p) or 0.5 hours (720p)

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