Here is a helpful overview of roles and responsibilities to help manage expectations.

Support Center responsibility

• Zoom
  
  • License venue Zoom account for the event
  • Provide pool Zoom account for the event when required
  • Help you test a Zoom call to make sure it is working (if you have no one else or no other devices available to do this).
  • Send you cloud recording links after the event (if requested).
• Support
  
  • Submit a request (form, helps us to help you faster)
  • zoom-us@encoresupport.com 
  • Hours: Monday- Friday 4am-5pm Pacific/7am-8pm Eastern.
  • Available for Zoom questions and support during the event by email/phone.
  • The support team will not join a client meeting.

Please note that support agents are not dedicated to a specific event.

Property managing event responsibility

• Booking
  
  • Respond to discovery questions from Support Center

• Zoom
  
  • Configuring Zoom account
  • Creating Zoom meetings / webinars
  • Zoom operator labor for event
  • Monitoring Zoom during event
  • Download & supply cloud recordings if needed
  • Local recordings
  • Pulling local recordings after the event
  • Pulling cloud recordings from Zoom after event
  • Pulling reports from Zoom after event
    
    
• Streaming
  • Streaming labor for event
  • Configuring Pearls with Stream Keys
  • Pulling files from Pearls after events

• Other
  
  • Post-show editing
  • Test meeting