Rev.com – Additional Information/ FAQs

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

VHEAP members may request moving to the new contract by emailing Contracts@Rev.com and by executing an order form referencing the new agreement. 

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

Rev’s captions comply with the Americans with Disabilities Act (ADA) 1990 ruling regarding captioning, and Rev’s caption files meet FCC requirements for open and closed captioning of web and TV video and Section 508 requirements for video captioning.

Rev.com Accessibility Conformance Report: Completed Section 508 VPAT (July 22, 2021)

What is your payment process?

Rev can offer distributed billing in arrears with centralized oversight. Each University sub-account will be set up as a separate billing account with monthly billing in arrears (Net30) on Zuora with terms and auto renew to list price after term and expiration date. Each University sub-account will be tied to an MSA with custom pricing. Each University sub-account can have one or multiple billing administrators who will have sole access to each department’s transactions, costs, and invoices. Rev’s Finance Department requests all University sub-accounts to submit a signed order form (one order form can cover multiple departments).

By Q2 of 2023, Rev will provide billing by Workspaces. For more information on Workspaces, see the account setup question below.

Figure 1: Billing by Workspaces gives VHEAP members the flexibility to manage projects and spend by department or any combination of departments/users. 

This graphic depicts the potential organizational structure of Rev’s billing by Workspace functionality in four rows. On the top row, a single house graphic represents the organization itself. The second row has several folders (3) representing “Workspaces” that can be set up by organizational administrators. The third row shows billing accounts (2) in the form of a receipt graphic. The bottom layer represents the users of Rev (3) as human avatars. Pink colored arrows from the users (bottom row) to the Workspaces (Row 2) show how users can be assigned to any workspace designated by organization administrators. Green colored arrows also connect the Workspaces row (Row 2) with the billing accounts. In all, this graphic shows how users can be tied to Workspaces and those Workspaces tied to billing accounts, as designated by organization administrators. 

Do you accept both credit card and purchase order payments?

To take full advantage of the volume discounts, VHEAP members must make purchase order payments referencing the contract. Rev accepts credit cards but prefers payment via ACH. Invoicing can be accommodated by reaching out to the dedicated resources listed or the Rev Support Team. 

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

All work submitted to Rev can be tracked in an individual’s user account (decentralized) as well as from an Owner account for all assigned sub-accounts. Additionally, Rev provides “Workspaces”, shared file libraries that can be organized by projects, departments, or anything else (centralized). Authorized users of Workspaces can collaborate with their team to edit and share files, place new orders, and update project status. Billing by Workspaces will be available by Q2 2023. 

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

Rev offers live captions for Zoom. Audio/video files from any video-conference platform are compatible with Rev’s service offering. 

Rev Live Captions for Zoom:  Automatically captures Zoom meetings using  English speech-to-text AI, best in class for accuracy. Within seconds, the app captions classes and meetings from start to end, improving in-meeting accessibility, engagement, and comprehension.  

  • Admin implemented – no attendee actions required for access
  • Ability to save captions for note distribution
  • Captions delivered in real time, with limited lag 
  • Default enablement across meeting hosts

How do we upload/download files?

VHEAP members can submit orders using the platform online at Rev.com, through one of many integrations (YouTube, Vimeo, etc.), or through an API connection. 

User Interface: Rev.com is the online user interface where orders can be placed and outputs edited and reviewed. Users may place an order on Rev.com in the following ways:

1) Uploading a local file from their computer

2) Providing a public link to the video to be captioned

3) Placing an order on an existing caption file already uploaded into their account

4) Uploading their own English SRT file

API Connection: Transcript/caption files can also be delivered through an API connection to internal network folders or directly to specific folders within VHEAPS’s cloud storage client. Rev’s API documentation is publically available online: https://www.rev.com/api/docs.

How long are files kept on your servers?

Data is retained indefinitely unless the customer requests its deletion. Customers can purge video, audio, and/or document data from Rev systems at any point via the User Interface (UI) and can set up automated deletion policies via a support ticket.

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

Rev has the ability to limit work to US-based Revvers for each order. However, by default, Rev is a global company that relies on a network of 72,000 professionals worldwide, accepted from the following countries: Australia, Canada, Ireland, Mexico, Netherlands, New Zealand, South Africa, United Kingdom, The United States (excluding California). 

Describe your support for additional languages

For captioning and transcription, Rev supports English source audio/video which is first transcribed in English and can be subtitled in any of the following 17 languages: Spanish (Castilian and LATAM), Portuguese (Brazilian), Arabic, Czech, Polish, Hindi, Turkish, Korean, Chinese (Simplified and Mandarin), French, Dutch, German, Russian, Italian, Japanese.

Our Rev ASR (Automated Speech Recognition) AI tool supports 35 languages for both captioning and transcription: Arabic, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Farsi, Finnish, French, German, Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mandarin Chinese (simplified), Norwegian, Polish, Portuguese (Brazil), Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Tamil, Telugu, Turkish. 

Should business conditions dictate, languages not listed above can be added to our capabilities within 6-8 weeks.

Do you have a process for corrections?

Rev guarantees 99% accuracy on our human-generated transcriptions and captions. If quality expectations are not met, VHEAP may use the star rating system for each file found in the “My Files” section of the user interface. If VHEAP provides a one or two-star rating for any given transcription/caption file, it automatically generates a support ticket for additional Quality Control and review of the file. If our support and QC team determines the file not to be at our 99% accuracy standard, then the file is automatically reworked by a different speech-to-text professional at no additional expense to VHEAP. Additionally, VHEAP may bring quality concerns with any deliverable to our Support Team or the dedicated resources named here. 

As part of our user interface, Rev provides an intuitive transcript and caption editor where VHEAP members can edit files accordingly. 

Transcript editor sandbox: https://www.rev.com/transcript-editor/demo

Caption editor sandbox: https://www.rev.com/captions-editor/sandbox

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

For all VHEAP members, Rev will provide a dedicated Customer Success Manager and Strategic Account Executive to help VHEAP optimize its use of Rev’s services, including quarterly business reviews, user training, workflow set-up, and user engagement. These dedicated resources will be available during business hours. Email and chat support is always available after hours and on weekends. Additionally, VHEAP will have access to our extensive “Help Center”, a detailed knowledge base of articles on all functionality and FAQ pertaining to technical aspects of the solution: https://support.rev.com/hc/en-us.

All VHEAP Members have access to “VIP” support:  2 hour response time

  • Email + Chat: available 24 hours 
  • Phone:  9 am – 6 pm ET (Monday – Friday)
  • VIP Support Phone: (888) 467-9390
  • Standard Support Phone: (888) 369-0701

After hours and weekend support is available through email and chat 24 hours per day.  

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

Rev’s online experience is Section 508 compliant. Persons with disabilities may access email, phone, and chat support available to all Rev customers. Rev’s Support Team will provide dedicated resources, where necessary, to accommodate persons with disabilities as needed. 

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