Here is a handy list of frequently asked questions regarding premium content subscriptions and their sales.
Q: What happens when the subscriber’s commitment runs out?
A: It’s a month-to-month payment so there are no commitments involved. Subscribers are re-billed automatically and they can cancel at anytime with no extra charges. If a user’s subscription fails to re-bill, their subscription will cancel and their account will be reverted to a free account.
Q: Are refunds calculated and deducted in reports?
A: Yes, all the refunds are calculated and deducted in reports.
Q: Are free trials also reported and deducted from credit?
A: Yes, free trial are deducted in reports as well.
Q: Can you pre-buy other subscribers credit?
A: Yes, you can pre-buy other subscribers credit if you are a dealer.
Q: How do you handle the monthly billing for a customer with 2 channel packages?
A: A customer cannot have 2 subscriptions to a channel group simultaneously. If a subscriber tries to add another channel package, their current subscription will either upgrade or downgrade to the new plan.
Q: What are primary devices and how are they added?
A: In order to complete the activation of your channel subscription, you will need a primary device activated under your account. These are any of the following: Hisense Smart TV, Sharp Smart TV, Roku (TV, box, and stick), Amazon Fire devices (TV, stick, box, and tablet), Android STB player, or Apple TV. To activate your primary device, just log into the app with your Streaming Platform account.
Q: Can additional devices be included in a package or do they need to be add-ons?
A: In order to access Premium content on multiple devices simultaneously, purchasing the add-on package is mandatory.
Q: What are the DVR costs?
A: DVR module has a fixed module price. Storage and CDN bandwidth will also be calculated on monthly basis.
Viewers do not pay additionally to be able to use DVR. Any costs related to offering the DVR are in charge of the operator.
Q: How do you manage billing for the rest of the services? Is it upfront or as you go?
A: Billing for services are made upfront for each month.
Q: Are viewers allowed to watch on only one device at a time, or can they watch on multiple devices at the same time similar to Netflix?
A: Viewers can watch on up to 5 devices at the same time, provided they have a subscription and Add on devices plan.
Q: How is data protection managed? Do you store financial details?
A: From security reasons, we do not store any financial details.
Q: How is adding new channels to premium lineups managed? Are we charged if more channels are added?
A: Depending on the provider agreement and conditions, adding new channels to premium lineup may lead to a price increase or not. (Example: HBO channels)
Q: Do I receive exactly the same channels I see on the TikiLIVE website?
A: The available channels for each operator are discussed based on agreement. Some of the channels may be available only on the TikiLIVE domain – it depends on broadcasting rights.
Q: If my customers have issues with the channels, who is managing their support requests?
A: You will have to manage the issues reported by your customers. If there are issues that require deeper technical investigations, you can contact us.
Q: What happens if the approved lineup changes? Is this affecting the price?
A: Depending on the changes done, this can lead to a difference in price as well.
Q: What is the procedure if my customers find your service more affordable and sign up with you?
A: Generally there is no particular procedure in place and migrating customers are hard to track. However, since the lineups are not identical it’s unlikely this situation will occur.
Q: Is it possible to build specific offers for my special customers? For example, if a customer continuously pays 12 months, am I allowed to offer a free month?
A: No. For the moment this feature is not available, but is in our plan to improve our business for requests such as these.
Q: What is needed if a customer requests to have more than 5 players enabled?
A: If a customer needs to have more than 5 players enabled, he will need to purchase a new subscription.
Q: Can my customers use their subscription anywhere outside their homes?
A: Yes, customers can access Premium content anywhere in the USA, Canada, Mexic, Puerto Rico, Bahamas, US Virgin Islands on approved devices.