If you have any additional questions not covered in this FAQ, please feel free to reach out to our Support team for further assistance.

Services and Products Updates

We strive to provide you with the latest features and improvements of our applications, to maximize your user experience.

We continually update our services and products (the 'Continuous Delivery' approach), ensuring you always have access to the most up-to-date versions.

Q: How are updates delivered?

A: Updates are delivered automatically, allowing Vizrt to continuously provide improved versions and features. Updates are never applied to a deployed product that is actively running a live production session. We understand the critical nature of live production workflows and the need for stability during these sessions.
Any updates are typically applied when a product is stopped and then archived, ensuring that the latest version is available for future sessions.

Q: How am I be notified about a software update?

A: We aim to always inform you about new updates and features. Notifications are sent to your registered email address or through online Viz Now LaunchPad announcements, with details that include any new features or improvements you can expect.

Q: Can I choose to delay or opt out of updates?

A: As part of our commitment to continuous improvement, we encourage users to stay up to date with the latest versions of their apps. If you have concerns or specific needs regarding updates, please reach out to our Support team, and we work with you to find the best solution.

Q: What happens if an update impacts the availability of the service?

A: While updates are designed to be seamless and minimize disruption, there may be occasions when an update requires temporary downtime or scheduled maintenance. In such cases, we communicate the downtime schedule well in advance, either by mail or online.
This ensures that you are aware of any potential impact on your usage. Our goal is always to minimize any disruptions and provide a smooth transition to the updated version.

Q: What happens to updates when a deployed product is being used in production?

A: We understand that when you have a product deployed for production, stability and consistency are paramount. To ensure a seamless experience, we have a specific approach to updates:

1. When you deploy a product for production, the system uses the latest product version available at that time. This ensures that you have access to the most up-to-date features and improvements.

2. Once the production session is completed, it's important to run the Archive procedure to preserve all the session data and settings. This includes capturing media, metadata, and other relevant information for future reference.

3. When you restore a session for subsequent use, the system automatically uses the latest product version available at that time. This ensures that you benefit from any new features, bug fixes, and performance enhancements introduced since the previous session.

Q: What happens to any custom installed software on my machine, when deploying a new workflow?

A: When deploying a new workflow, whether for the first time or from an existing archive, it's important to note that the provisioned machine will be a new fresh instance with the latest product version. As a result, any custom-installed software and customizations made on the previously provisioned machine are not maintained.

However, rest assured that the restoration process preserves your session's personalization and media. This means that all your session settings, preferences, and media files associated with the workflow are restored seamlessly onto the new provisioned machine. You can continue your work with the latest product version while retaining your session-specific customizations and content.

If you have any specific requirements or concerns regarding customer-installed software or customizations, please reach out to our Support team. We are here to assist you and provide guidance on how to best manage and accommodate your specific needs.

Please note that we won't be accountable for any issues, conflicts, or problems that may arise from installing additional software on the provisioned machine. We recommend exercising caution and thoroughly evaluating the impact of any software installations, to ensure a smooth and reliable workflow experience.

We strive to offer a streamlined and efficient provisioning workflow, while ensuring the latest product version and session personalization are seamlessly integrated.
Thank you for your understanding and cooperation in making the most of our platform.

Should you have any further questions or inquiries, please feel free to contact our Support team. We are here to help address any concerns you may have.

Q: How can I provide feedback or suggestions for platform improvements?

A: In the app Chat you can send us:

• Bug Reports

• Product Feedback

• Feature Feedback.

Subscription Details

Q: How does the subscription work?

A: Our subscription model offers customers a convenient and flexible way to access our platform and its features. When users subscribe to TriCaster Now, they agree on a purchase order with our partner channel to define their preferred subscription tier and duration.

• Subscription Tiers: We understand that every user has unique needs and requirements for their live video production workflows. Therefore, we offer different subscription tiers, each tailored to cater to specific use cases and workloads. Our subscription tiers range from Basic to Professional* and Enterprise*, with each tier offering varying levels of access, features, and resource limits (* available Q1, 2024).

• Subscription Length: Customers can choose the subscription length that best aligns with their production needs. We offer flexible subscription durations, allowing users to select a subscription period between 6 months and 1 year. This enables users to optimize their usage based on project timelines and budgets.

• One-Time Payment: Once customers agree on their subscription tier and duration, the subscription fee is a one-time upfront payment for the chosen period. We do not automatically renew subscriptions, providing users with the freedom to decide whether to continue using our platform after their subscription period ends.

• Access to Latest Features: As part of the subscription, users have access to the latest product versions and features that we continually roll out through our 'Continuous Delivery' automation. You can rest assured that you'll always have access to the most recent tools and features to enhance your live video production workflows.

Q: How do I buy and manage my subscription?

A: To purchase and manage your TriCaster Now subscription, you can follow these steps:

1. Contact our Reseller Partner Network: Reach out to our authorized reseller partners to discuss your specific requirements and choose the subscription tier that best fits your needs. They guide you through the purchase process and provide you with a purchase order.

2. Agree on Subscription Terms: Work with our reseller partners to define the subscription length, which can range from 6 months to 1 year, depending on your preferences.

3. Accessing the Platform: After your purchase is handled, you receive an email with login credentials and instructions about accessing the TriCaster Now platform in our user-friendly portal.

4. Managing Your Subscription: Throughout the subscription period, you can rely on our reseller partners for any subscription-related inquiries, changes, or upgrades. They handle all aspects of your subscription management, ensuring a smooth experience.

Q: What different subscription tiers are available?

A: We offer three distinct subscription tiers, each tailored for diverse production requirements and user preferences. While we are excited to share these options with you, we recommend reaching out to our reseller partners to get detailed information about each subscription tier and availability. 

From September 7th, 2023 the platform is public and available through an Early Access release running to the end of 2023 prior to a full launch early 2024. Our reseller partners have exclusive insights into the specific features and capabilities of each tier for the initial Early Access release. 

Our reseller partners are experienced professionals who understand the TriCaster Now ecosystem inside out. They guide you through the subscription selection process, ensuring you have the best mode to achieve your production goals with ease and confidence. With their expertise, you can make an informed decision about the subscription tier that perfectly aligns with your unique needs and production demands.

Q: Can I upgrade or downgrade my subscription?

A: Upon ordering the subscription, customers pay for the entire duration upfront.  We understand that your needs may evolve over time, and we want to ensure you have the flexibility to adjust your subscription accordingly.

Upgrading your subscription to access additional features and capabilities is a straightforward process. However, it's important to note that downgrading your subscription is currently not supported.

Once you have selected a subscription tier and its duration, you have the freedom to enhance your subscription to a higher tier at any time. Whether you require more advanced video inputs and outputs, increased storage, or additional/elevated support, our reseller partners are ready to assist you with a seamless upgrade process.

While we currently do not support downgrading, we believe that our diverse range of subscription tiers offers you the optimal solution to cater to your specific live video production requirements. Our reseller partners are equipped to guide you in choosing the subscription that best aligns with your needs.

Q: How can I manage my billing and payment information?

A: Managing your billing and payment information is simple and convenient through our dedicated reseller partner channel. Our reseller partners play a central role in providing you with excellent support throughout your subscription journey, including handling all aspects of billing and payment.

Once you have selected your preferred subscription tier and duration, our reseller partners assist you in setting up your billing information. You can rely on them to keep your payment details up-to-date and manage any changes you may need to make during your subscription period.

Credit Economics

Q: What are credits and how do they work?

A: Our credit-based pricing model allows customers to pay based on their actual usage of the platform. This includes factors such as the number of hours the session is active for online production and the amount of data transferred out of the cloud.

Credits serve as a flexible currency that can be used to access various features and services within the platform. Customers can purchase credits based on their anticipated usage and select the appropriate credit pack that aligns with their needs. The pricing of credit packs is determined by the value they represent and the incremental discounts available for larger credit purchases.

As customers use the platform, credits are deducted from their accounts based on the specific usage metrics associated with their activities. This ensures that customers only pay for the resources and services they consume, allowing for cost optimization and scalability.

It's important to keep track of your credit usage and monitor your account balance to ensure a smooth and uninterrupted experience. Our platform provides the remaining credit balance to help you track your credit consumption and make informed decisions about your usage.

Q: How are credits included in the monthly subscription and packs spent?

A: When it comes to credit usage within the context of a monthly subscription and credit packs, our system follows a First-In, First-Out (FIFO) policy. This means that credits are consumed in the order they were acquired, with priority given to those that are closest to expiration.

Let's break down how this works:

1. Monthly Subscription: When you have an active monthly subscription, credits from your subscription package are utilized first. These credits are allocated to your account at the beginning of each billing cycle and are intended to cover a certain amount of usage for that period. As you utilize the platform and its features, credits from your subscription package are deducted based on the specific usage metrics associated with your activities.

2. Credit Packs: If your monthly subscription credits are fully utilized or if you require additional credits beyond the subscription package, you can purchase credit packs separately. Credit packs provide you with a specific number of credits that can be used to access the platform's features and services. As you engage with the platform, credits from your credit packs are consumed based on the usage metrics associated with your activities.

In both cases, credits are consumed based on the FIFO principle. This ensures that credits with the earliest expiration dates are used first, allowing you to optimize your credit utilization and prevent credits from expiring unused. By adopting this approach, we aim to provide a fair and efficient credit consumption process.

Q: How are credits calculated and used within the platform?

A: Credits within our platform are calculated and utilized based on a defined credit value per consumption unit for various infrastructure components. This ensures a transparent and accurate credit usage tracking system.

Let's delve into the details of how credits are calculated and used for different infrastructure components:

1. Virtual Machine Instances: When you utilize virtual machine instances within the platform, credits are deducted based on the specific resource allocation and usage duration. The credit value per unit of machine instance usage is determined based on the underlying infrastructure costs and operational considerations.

2. Online Storage: Credits are also consumed based on the utilization of online storage, which provides persistent block-level storage for your instances. The credit deduction is proportional to the amount of storage used and the duration of usage.

3. Egress Traffic: Any data transfer out of the cloud, such as delivering live streams or accessing media files, incurs egress traffic. Credits are deducted based on the volume of data transferred out of the platform, considering factors like bandwidth usage and data transfer rates.

The credit value per consumption unit for each infrastructure component is established to align with the associated costs and ensure a fair and predictable credit consumption experience.

Q: What are some good habits to optimize costs within the platform?

A: To optimize costs and make the most of your usage within the platform, we recommend adopting the following good habits:

1. Archiving Workloads: When your live production session is not in use, it is advisable to archive it. Archiving ensures that you do not incur unnecessary storage costs while the virtual machine is offline. By archiving, you can free up resources and only activate the workload when needed, maximizing cost efficiency.

2. Right-Sizing Workloads: When planning your live production, consider selecting the appropriate product size based on your specific requirements. This includes taking into account the maximum number of inputs and outputs required for your production. By right-sizing your workloads, you can avoid over-provisioning and optimize costs by utilizing resources effectively.

3. Selective Screen Usage: Be mindful of the number of screens you use for operation and monitoring within the platform. Each screen adds to the data transferred out of the cloud, which can impact costs. Use only the necessary screens for your workflow, to minimize data transfer and optimize expenses.

4. Efficient File Management: Avoid unnecessary data transfer by optimizing your file management practices. Instead of copying large-sized files from the cloud repeatedly, consider utilizing lower quality. Minimize data transfer between the cloud and your local environment to save costs and improve efficiency.

Q: What happens when I run out of credits during a live production?

A: We understand that managing credits during live production is crucial for uninterrupted operations. If you happen to run out of credits during a live production, our system is designed to handle this situation smoothly:

1. Notification: As soon as your credits reach a low balance, our system automatically sends an email to the main contact person associated with your account. This email serves as a notification that your credits are running low and action is required.

2. Grace Period: Upon receiving the email notification, you have a grace period of one hour. This allows you time to close your applications and gracefully conclude your live production.

3. Machine Shutdown: After the grace period expires, if no action is taken to replenish the credits, our system initiates the Archive process for the deployed machines associated with your production. This ensures that your resources are efficiently managed and prevents any additional usage without sufficient credits.

Q: Can I purchase additional credits if I run out?

A: Absolutely! If you run out of credits during your subscription period or credit pack usage, you can easily purchase additional credits through your designated account representative in our partner channel. Simply reach out to your account representative and they will assist you with the credit purchase process.

Our partner channel ensures a seamless and personalized experience for our customers, allowing them to connect directly with their trusted account representative for all their needs, including purchasing additional credits. Your account representative guides you through the available credit packages and pricing options, helping you choose the best fit for your usage requirements.

Q: How long will it take to process an order for new credits before I can use them? 

Planning of the session and preparation that sufficient credits are available in a timely manner is important here. Partners should process orders as quickly as possible to get them to Vizrt. From there, the TriCaster Now operations team only requires a few hours to add the credits to the user's account. 

Q: Are there any discounts or incentives for bulk credit purchases?

A: We value our customers' commitment and offer attractive discounts and incentives for bulk credit purchases. When you purchase credits in larger quantities, you can take advantage of cost savings and additional benefits.

Our bulk credit purchase program is designed to provide flexibility and cost-effectiveness for customers with higher usage demands. The specific discounts and incentives available depend on the volume of credits you wish to purchase.

To explore the available discounts and incentives for bulk credit purchases, we recommend reaching out to your dedicated account representative in our partner channel. They provide you with detailed information on the pricing structure, discounts, and any special offers that may be applicable to your specific requirements.

Q: What happens to unused credits?

A: The handling of unused credits depends on the type of credits you have:

1. Monthly Credits: These are allocated as part of your subscription plan and intended to be used within the corresponding month. If you do not use these credits during the month, they expire at the end of that month. Please note that unused monthly credits do not roll over to the following month.

2. Credits Pack: A pre-purchased bundle of credits that provides flexibility and convenience. These credits are valid for use anytime within the current subscription term, typically 12 months. However, it's important to note that credits from the pack do not roll over to the next subscription term if unused. Once the subscription term expires, any remaining credits in the pack also expire.

To optimize your credit usage and ensure you make the most of your subscription, we recommend planning your credit consumption based on your anticipated usage patterns. By monitoring your credit balance and usage, you can effectively utilize the available credits and avoid any unnecessary expiration.

Bandwidth Requirements for Live Video Production

Q: What is the bandwidth requirement for live video production?

A: The bandwidth requirement for live video production can vary depending on several factors, including the resolution and quality of the video, the number of video sources, and the desired output format. To ensure a smooth and optimal live production experience, we have provided detailed information on how to calculate the bandwidth requirements in our user documentation.

You can find comprehensive guidelines and recommendations on bandwidth requirements in the section Estimating Bandwidth Requirements.

Q: How does the solution handle different bandwidth limitations?

A: Our solution is designed to handle various bandwidth limitations and provide a seamless live video production experience, even in challenging network conditions. The video transport protocol used in our platform incorporates advanced buffering and error correction techniques to mitigate the effects of limited bandwidth.

The video transport protocol optimizes the transmission of video and audio data over the public internet, adapting to network conditions to ensure smooth playback and minimal disruptions. By employing buffering and error correction mechanisms, our solution helps maintain video quality and minimize the impact of network congestion or fluctuations in available bandwidth.

In addition, we provide a dedicated section, in the section Estimating Bandwidth Requirements, in our user documentation explaining how to adjust the video and audio buffering settings to further optimize performance based on specific bandwidth limitations. This section also provides step-by-step instructions on modifying buffering settings and offers recommendations for different scenarios.

Q: Are there any specific recommendations for optimizing bandwidth usage?

A: For optimizing bandwidth usage to ensure an efficient and reliable live video production experience. Here are some key practices to consider:

1. Optimal Resolution and Bitrate: Select the appropriate resolution and bitrate settings for your live video production based on the available bandwidth and desired video quality. Higher resolutions and bitrates require more bandwidth, so it's essential to find the right balance that meets your requirements without exceeding the available capacity.

2. Selective Screen Usage: When operating and monitoring your live production, only utilize the necessary screens to reduce the amount of data transferred over the network. This helps minimize bandwidth usage and ensures efficient utilization of resources.

3. Close Unnecessary Applications: To further optimize your bandwidth usage, it is recommended to close any other applications or processes running on your device that may consume bandwidth. By reducing background network activity, you can allocate more bandwidth to your live video production, enhancing its performance and stability.

Q: What happens if my internet connection is unstable during a live production?

A: We understand that internet connections can sometimes be unreliable, and we have built-in mechanisms to handle such situations and ensure the best possible outcome for your live production. 

Here's what happens if your internet connection becomes unstable: 

1. Buffering and Error Correction: Our NDI® video transport protocol incorporates buffering and error correction techniques to mitigate the impact of an unstable internet connection. The system buffers incoming video data to compensate for temporary network disruptions, ensuring a smooth and uninterrupted playback experience for viewers.

2. Network Recovery: If the internet connection stabilizes after a period of instability, our platform automatically adjusts and recovers to the optimal streaming quality. The system monitors the network conditions and adapts the video bitrate accordingly, providing the best viewing experience possible.

3. Remote Monitoring Software (NICE DCV): This can be offset with a variety of display monitoring parameters that adaptively balance screen quality with UI responsiveness. In all cases you’ll still have a great operational experience and connection to the TriCaster production UI. 

While we strive to ensure a seamless live production experience, it's important to note that the stability of your internet connection is a critical factor in achieving optimal results. We recommend following best practices for internet connectivity, such as utilizing a reliable and high-speed internet connection, minimizing network congestion, and avoiding simultaneous heavy data transfers on the same network.