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Policies

Event Scheduling:

  • Event scheduling requests are made through this site.
  • Requests are processed during our standard administrative office hours – Monday through Friday, 8:00 a.m. to 6:00 p.m. US Eastern Time, excluding holidays.
  • If off-hours service is required, please leave a message on our priority line at 301.250.7202 after submitting your request.
  • All requests are processed within 48 hours.
  • Requests made with fewer than 48 hours’ notice or processed off-hours may incur an expedite fee.
  • We make every effort to address standard and non-standard requests based on resource availability.

Changes & Cancellations

  • Changes & cancellations should be requested by “reply-all” to your original submission. Please ensure your ticket number – [##1111##] for example – is included.
  • Change & cancellation requests are processed during our standard administrative office hours – Monday through Friday, 8:00 a.m. to 6:00 p.m. US Eastern Time, excluding holidays.
  • If off-hours service is required, please leave a message on our priority line at 301.250.7202 after submitting your request.
  • All requests are processed within 48 hours.
  • Requests made with fewer than 24 hours’ notice or processed off-hours may incur an expedite fee.
  • We make every effort to address requests based on resource availability; however, changes & cancellations may not be made to an event that has been opened by Event Services.
  • Fees will apply for any services delivered prior to or associated with a cancellation.

Post-Event Deliverables

  • Conference reporting will be delivered by your Event Producer within 24 hours.
  • Recordings and transcripts (conversions) are processed during our standard administrative office hours – Monday through Friday, 8:00 a.m. to 6:00 p.m. US Eastern Time, excluding holidays.
  • Requests for expedited conversion must be made 24 hours prior to event start and will incur an expedite fee.
  • The schedule below addresses standard conversions – event duration up to 90 minutes, no additional editing. Non-standard conversion delivery is dependent upon the event duration and/or editing requirements.
Audio-Only
mp3, wav, dial-in replay*		 Transcript Audio/Visual
mp4, wmv, hosted archive**		 Captioning
Standard 2 business days 4 business days 3 business days 5-7 business days
Expedited 2 hours 1 business day 1 business day Not available
Immediate Not Available Not Available 2 hours Not available

*30-day dial-in replay availability by unique number (single event) or recurring number (series).
**30-day hosted archive availability by unique web link (single event) or persistent link (series).

Custom Glossaries for Transcription

What is a “custom glossary”? A custom glossary is the mechanism for you to provide information that may enhance the accuracy of your transcript or captioning file. Every conference can benefit from providing speaker names, but conferences that include acronyms or technical (industry-specific, scientific, medical, etc.) terms will benefit particularly. This service is included with the EIS AI-generated “Intellor Transcript” product.

How do I provide a glossary? You should provide your glossary via a word document or an excel file attached to any email associated with your request ticket ID, that is any email where the subject starts like this [##EVTID##]. You must email us this file BEFORE the start of your event to ensure that we have adequate time to incorporate it in your transcript.

What can my glossary include?

Speaker Names: Please include all speakers

Up to 15 Acronyms and/or Technical Terms:

• Use one or multiple words to describe a single object/concept
• A word can be no longer than 34 characters, a phrase no longer than 12 words
• Numbers are not supported, though common terms (e.g. 401k) are recognized by default
• Dashes are ignored (“this-and-that” will render as “this and that”)
• Ampersands will be treated as the word “and”
• Feel free to add special characters. They will be ignored during speech recognition but will be included in the output. For example, if you submit Yahoo! as a custom vocabulary, speech recognition will transcribe Yahoo! when it recognizes ‘yahoo’ in the audio.
• An initialism (pronounced as individual letters – like “DNA”) may be submitted as “DNA” or “D.N.A.”
• An acronym (typically pronounced as a word) must contain at least 3 letters and must be pronounced letter by letter. For example, you must state “A.S.A.P.” rather than “A sap” for the acronym to be recognized.