Cielo24 – Additional Information / FAQs

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

We will create an internal amendment to the original contract that will align with the VHEAP Captioning Initiative agreement for the duration of the existing contract. We can also restart the term using the new agreement.

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

Some sections of our online presence meet the standards while we are still working on others. We currently use AudioEye to provide an accessible experience.

We are constantly striving to increase the accessibility of our online content. We have an active accessibility team and have developed an Accessibility Roadmap to assure that we meet or exceed digital accessibility standards.

Should you have difficulty using our website or other tools, please contact the cielo24 Accessibility Team.

Do you accept both credit card and purchase order payments?

Yes. cielo24 offers users multiple options for payments. We accept credit cards and support PO-based billing as well.

If you need help estimating an expenditure, use our Estimate Calculator, where you can enter information on the services desired and generate a ‘quote’ for requisition and procurement.

Additionally, you can always reach out to us at, and we’ll be happy to answer any questions you may have.

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

To make account creation for your group as easy as possible, we can set up a branded landing page for your school, that includes account creation. Specific links to your content can be added to this page to provide guidance and other information pertaining to your institution/agency. To get started, please complete the New VHEAP Institution/School/Agency Account Form.

We are very flexible with account setup. Using a structure that includes a master account with sub-accounts, and even sub-sub-accounts, we should be able to meet whatever needs you have. Prior to your account going live, an activation form will be sent to the billing point of contact to assure we are setup correctly and offering the appropriate services.

How do we schedule work for live captioning?

Through the portfolio management console by selecting the Real-Time tab. We would like at least 48 hrs lead-time for scheduling purposes.

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

We integrate with a wide variety of platforms and services and will be happy to discuss these options with you. Popular integrations via API or other means include Kaltura, Panopto, Canvas, etc.

Can a student schedule their own captioning session?

Only if they have permission. We can work with you to set up special permissions for student captioning.

How do we upload/download files?

Directly through our easy automated integrations or through the portfolio console.

How long are files kept on your servers?

Duration of your agreement term and 6-12 months after that. If you need to have us delete files earlier or keep them longer, you can submit a service ticket to have this happen. There will be a fee for extended storage.

We can also arrange for immediate deletion after the event.

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

90%-95% of our captionist are located in the US. We may have a captionist who is a US citizen captioning while temporarily residing in Canada.

If there is a concern, we can create a pool of domestic-based captionists that will be drawn from.

Describe your support for additional languages

We have 31 languages readily available and can service other languages as needed. Foreign transcription is a different rate and costs are incurred for each specific language. These are all human-based transcripts with commonly a 48-hr TAT. 

For all Foreign translation and transcription services and rates, please visit the cielo24, VHEAP information page.

Do you have a process for corrections?

Through our QA process, we will work through the media until no additional corrections can be made from our end. we also provide a custom editor for any changes you would like to make.

Course glossaries are helpful for post-production work. Sharing information with the transcriber prior to the live event is also very helpful

How are audio descriptions provided?

We support both standard and extended descriptions, however, a video player supporting these services is required to play the descriptions.

We can provide you with a text file, an audio file, and a full audio file.

We use synthesized speech and in some cases, human actors depending on your needs. Voice talent is roughly $300-$400/hr. We are working on a process that includes pauses and helping content providers to provide media with audio description.

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


Place URGENT in the subject line if this is an urgent request. You can also reach out to the account rep for additional info.

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