If your studio fails on a paid day for reasons we are responsible for, we credit the day back to you. That happens automatically; you do not have to apply for anything.
Your internet connection and the third-party services you send to, Twitch or YouTube for example, are not part of our service. If something breaks off there, no day comes back.
What “getting it back” means
You get the day back, not money. The day is in your balance again, and you use it whenever you want. You see your balance in the signed-in area on the “Credits” page.
Money back only exists in the two cases described in Money back: the guarantee for your first purchase, and withdrawal.
What is our part and what is not
A live stream runs over three stretches. We are responsible for the middle one.
| Stretch | Who answers for it | Day back |
|---|---|---|
| From your camera or app to the studio | you and your network | no |
| The studio on our servers | we | yes |
| The platform you send to (Twitch, YouTube …) | the platform | no |
A few typical cases that feel like an outage but are none of the studio:
- Your camera loses the connection. A dead spot, weak Wi-Fi, an empty battery. The studio keeps running, the stream to the platform stays online, the overlay runs. Only this camera's picture is missing until it is back or you cut to another source. See When a camera drops out.
- The network you are on blocks SRT. Then no picture arrives at all, although the studio is running. See SRT on hotel or company Wi-Fi.
- A platform does not accept the stream or has a disruption. The destination keeps reconnecting in the studio, the other destinations go on sending. See A destination keeps reconnecting.
- The studio was ended automatically. A studio that is not on air and has not been touched for 60 minutes closes. That is no outage. On a paid day you start it again, at no cost.
- The studio was stopped at midnight UTC. That happens when your balance already stood at −1. That is no outage either, see How days work.
What we do not promise
PGM.STUDIO is in its beta phase. Under our terms and conditions we do not owe a particular availability, and we announce maintenance work where possible. Crediting the day is what we commit to for an outage we are responsible for. Your statutory rights are not affected by this.
If you think a credit is missing
Proceed in this order:
- Look on the “Credits” page whether the day is already back in your balance.
- Consider on which of the three stretches the fault lay. If only one camera was missing or only one destination was stuck, it was probably not the studio.
- If you are of the opinion that the studio itself failed, write to info@pingup.de.
The message should contain:
- the day and the time of the outage, best with the time zone,
- what you saw: desk not reachable, stream gone on all destinations, studio could not be started,
- the account you are signed in with.
The more exact the time, the faster we find the spot. There is technical support by e-mail, not on the phone.
During the outage
If your studio stops reacting in the middle of a broadcast, you can try the following: reload the page, see whether the studio is still running, and otherwise start it again. On a paid day another start costs nothing. The addresses of your inputs normally stay the same, so that your cameras can connect again.