3Play Media – Additional Information/ FAQs

If we have an existing contract with you, how do we switch to the new agreement?

We have gone in and adjusted the rates for current contracts.

Describe the conformance of your online portal/website with Section 508 or WCAG 2.1.

3Play Media is committed to ensuring digital accessibility for people with disabilities. We are continually working to improve the user experience of our website and application for everyone, applying the relevant accessibility standards with a goal of Web Content Accessibility Guidelines (WCAG) 2.1 AA conformance.

3Play Media Accessibility Statement and Information opens an external link in a new tab

3Play Media aims to achieve Web Content Accessibility Guidelines (WCAG) 2.1 AA compliance. 3Play Media undergoes frequent accessibility audits by TPGi, a well-known accessibility-solutions provider. The purpose of the audit is to assess our online platform’s conformance to the Web Content Accessibility Guidelines (WCAG) 2.1.

Accessibility practices and testing (i.e. navigation, screen readers, etc.) are integrated into all layers of our product development process. We work with third party accessibility consultants, including TPGi and WebAIM. We have fully integrated accessibility criteria into all of our key business processes and are using these processes to improve the accessibility of our product / service offerings. We perform accessibility testing on all products / services and have plans that include dates for bringing inaccessible items into compliance. Using the expertise of our accessibility consultants and internal experts, we have put in a lot of work to create an accessible product. Our VPAT shows that our product is highly accessible.

Do you accept both credit card and purchase order payments?


How do we set up accounts – both centralized and decentralized?

Reach out to Frazer and we will set up your accounts to meet your needs.

How do we schedule work for live captioning?

Users can schedule live captions using our easy to use portal. 3Play Media asks that users schedule live captions at least 24 hours in advance. We may charge users for the estimated event time cancelled within 24 hours of the scheduled event.

We can also use email or your proprietary platform (i.e., AIM).

Which video-conference platforms do you integrate with (i.e. Zoom, Teams, etc.)?

3Play Media has direct integrations with Zoom, YouTube and Brightcove for our Live Captions offering and direct integrations with all major platforms including Kaltura, Panopto, and Canvas for our post-production services.

Where it’s not a native integration, we can use a second screen.

Can a student schedule their own captioning session?

How do we upload/download files (both supporting information and media files for post-production captions)?

3Play Media has a feature called order instructions where users can upload a library of terms or any specific instructions for our editors. Instructions can be uploaded at a project (affects all files), folder (only applied to files placed in that folder) and individual file level.

How long are files kept on your servers?

3Play Media does not delete files, files exist for the lifetime of your account. Additional services can be ordered on files at any time. Upon request, we can purge your data. We will freeze the source media after 90 days.

Are the captionists/transcriptionists who will be working with this agreement, located in the US?

The vast majority are located in the US. We do work with a global audience.

Describe your support for additional languages

We provide captioning/transcription in Spanish, French, German, Japanese, Chinese, Portuguese, Czech, Italian, Russian, Dutch, Arabic, Bosnian, Croatian, Latvian, Polish, Romanian, Slovenian, Swedish, Turkish, Indonesian, Korean, Thai, Hindi, and Hebrew.

Translation is available in 40+ languages: Arabic, Bengali, Chinese (Simplified), Chinese (Traditional), Croatian, Czech, Danish, Dutch, Finnish, French (Canada), French (France), German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian (Bahasa), Italian, Japanese, Korean, Malay (Bahasa), Norwegian, Persian (Farsi), Polish, Portuguese (Brazil), Portuguese (Portugal), Punjabi, Romanian, Russian, Spanish (Latin America), Spanish (Spain), Swahili, Swedish, Tagalog, Thai, Turkish, Ukrainian, Urdu, Vietnamese.

Our translation services are seamlessly integrated with our other services. You can choose from economic machine translation or professional translation. You can complete a translation profile for higher accuracy and output all major subtitle formats. The translation/subtitle editor allows you to make edits at a later time, if necessary.

Do you have a process for corrections?

3Play Media has a proprietary editing tool that allows users to easily edit transcripts. Edits are immediately applied to all transcript and caption formats once finalized. In the very rare case of a file missing our guaranteed accuracy, our dedicated support team is available to remedy any files. In the rare case of missed turnarounds, files are automatically discounted to the closest turnaround.

How are audio descriptions provided?

3Play Media has direct integrations with many platforms that support audio description such as Kaltura, Brightcove and Vidyard. Audio Description can be delivered directly to these platforms without the need to manually upload a separate audio track. 3Play Media has an audio description plugin/overlay tool for video players that do not currently support multiple audio tracks such as YouTube and Vimeo.

3Play Media uses synthesized speech instead of a voice actor for audio description. By leveraging synthesized speech, we can provide a lower-cost alternative to traditional audio description with benefits that include a shorter production and turnaround time, lower cost and more user controls such as editing. We offer 18 different voice options and 3 speeds from Amazon Polly, IBM Watson and Google Speech.

Secondary audio track, iFrame, and mp4 to burn in the video

We have expanded human voice artist doing the speaking.

How can your team be contacted for technical and administrative support for the services you are providing through this agreement?

3Play Media has a dedicated and in house technical support team. Hours are M-F 8 AM-8 PM EST for post-production. We also provide a dedicated account manager and customer success manager for high priority business and technical issues. Users have access to a large repository of support articles for immediate questions.

24×7 support for live captioning

How can persons with disabilities who use your services contact you for support?

Best way would be the 3Play Media platform through the chat feature.