What kind of support does Bonterra provide for the livestreaming component of our event?
For an event involving a livestreaming component, Bonterra will have a Support Team agent on-call for any questions you may have regarding your Essential Events page. The agent will be available for the duration of the event, and can be reached by any of our standard support channels, even after standard business hours.
This agent will also have sent an email to whomever created the event (or the contact person for the event) in the weeks prior to the event. They should have also called your organization a few days prior to the event date, to ensure you did not have any additional questions.
If you haven't received an email or phone call from a designated Support Team agent in regards to your event, please feel free to reach out at success@networkforgood.com so we can connect you with that individual directly.
What kind of support does Bonterra provide for Essential Events that do not have a livestreaming component?
For an event that is not utilizing a livestream, the support remains the same for the duration of the event itself as it would for events with a livestreaming component. You should also receive an in-app message from a member of our team a few days prior to the event date, to ensure that you did not have any additional questions.
Prior to a non-livestreaming event, you can reach out to any member of our Support Team for any questions you may have about creating or managing your Essential Events page.
Bonterra will have a Support Team agent on-call for any questions you may have regarding your Essential Events page during the day of your event. The agent will be available for the duration of the event, and can be reached by any of our standard support channels, even after standard business hours.
Can the Support Team help out with troubleshooting the livestreaming aspects of my Essential Event?
Our Support Team agents are experts in the Essential Events platform, and will be able to assist with troubleshooting issues, such as “my participants aren’t able to donate,” or “I need help flipping my page from ‘Pre-Event’ to ‘Live.’”
For questions specific to the livestreaming functionality, it may be best in most cases to reach out directly to YouTube or Vimeo support, as they are the best-equipped to troubleshoot livestreaming issues, such as “why is my camera not streaming my video correctly,” or “why am I receiving this error when I try to turn on my livestream?”
How can I contact someone from Bonterra for issues during my event?
If you experience any issues during your event with your Bonterra Essential Events page, you can reach out through any of our support channels and the agent assigned to your event will respond. Even if your event is outside of our standard business hours (Monday – Friday, 8am-7pm ET), the assigned agent will be available to take your call during the event itself.
You can reach us by giving us a call at 202-800-0467 (recommended), messaging us through our in-app messaging tool, or emailing us at success@networkforgood.com.
How can I contact YouTube or Vimeo for issues specific to my livestream?
While YouTube does not have a direct support line, they do have a YouTube Help Center that provides answers to the most common questions they receive (and there is a whole section on livestreaming available).
Vimeo has 24-hour assistance available for account holders, either paid or free. (Just be sure to log in before reaching out for assistance!)
Do you have any additional resources for nonprofits who are setting up a livestream?
YouTube Resources
Vimeo Resources