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Our issue escalation procedures are documented here: https://help.junolive.com/clients/Gameday - issue - escalation - process.829947913.html

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1. Join the session

• Join 30 minutes before “live” unless noted otherwise by the CSM (Client Success Manager). 30 minutes is the default.

• Introduce yourself in the Mod chat. For example, "Hello everyone I am name with JUNO and will be available throughout the session to help with any issues or questions you may have!”

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• Breakouts: Walk through how it works.Send attendees to breakout rooms

• Raise Hand: Walk through how it works from both perspectives.

  • Moderator perspective: https: //help.junolive.com/support/Live - sessions - how-to - for - speakers - and - moderators.580911105.html#Livesessionshow-toforspeakersandmoderators-Raisehand

  • Attendee perspective: https: //help.junolive.com/attendees/Ask - to - speak - in - a - session.822771790.html

• Q&A: Walk through how it works. Make sure they understand their different options and how to respond by text. Let the speaker and their moderator decide how they want to handle questions.

• Poll: Have the speaker send a poll. Then delete it so that attendees won’t see it. (It can be resent again at the right time.)

• Mod chat: Verify that they see the Mod chat, and tell them that’s where they can reach you. Tell them it’s a private chat that’s only available to speakers, presenters, and site admins. Attendees can’t see it.

• Pre-roll: Walk through what the transition will look like. “Abrupt” is a good word to describe the cutoff. Transition from pre-roll to live: Support guide

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