Enhancing its policies regarding video bandwidth

One of our core principles is "Users first." We are constantly striving to improve our services by making the community's issues our own. I'm certain that in the 17 years in history we've consistently achieved this. However, it is becoming apparent that one of our practices doesn't serve the needs of many of our users.

If you're one of the users who uses enormous amounts of video bandwidth frequently exceeding the bandwidth threshold of's top 1% of people using the service -- we've attempted to apply outdated policies that are not properly explained and are creating unneeded stress and confusion. Our response time has been far too long to respond to the feedback of our users and as a consequence, caused distrust among the users. This is extremely painful for me and doesn't give justice to the hard work and dedication of our staff. I'd like to issue an apology, as well as some solutions.

We are charged for bandwidth

For a brief summary: Our model is completely free of ads, which means we do not pay all of our content-delivery expenses via advertisements, but instead we just provide a flat rate subscription fee. That means that in the event that a single user demands an enormous amount of bandwidth, most likely due to the number of people who are using their content the cost could quickly increase over the amount the flat rate subscription fees are designed to support.

Our goal is to not establish limits or other charges that consume bandwidth. The majority of our customers (over 99%) -- don't reach the amount that could be a reason to have us charge additional. For those who frequently or considerably exceed these thresholds, our goal is to offer them charges they can pay and that are lower than the fees they'd pay in other places that offer ad-free services. We trust in the effectiveness of this program because it's proven by the behavior of our clients: more than 70 percent of our customers who initially hit their bandwidth threshold decide to pay more to continue the program, and then eventually become our most loyal customers we've ever had.

HTML1 Upcoming changes

• We're changing our bandwidth limit from a percentage to a fixed 2TB. In the past, we have seen that users within the top 1 percent of users with bandwidth will be charged for bandwidth. To increase transparency and clarity moving ahead, we'll set the monthly bandwidth limit at 2TB (or equivalent to 2,000GB)-which equals 2,000 GB that would affect fewer than 1percent of our customers. Customers can check their report of bandwidth usage right from their account to track the use (see here for how to access).
• Giving users more regular and noticeable notifications that are more frequent and visible. The dashboard for analytics that displays the current utilization of the software and provides alerts to users who are using the product, they are also notified via emails when they've crossed the monthly bandwidth threshold.
• Extending our notice periods. If users exceed the monthly threshold the company allows them to have a minimum of 30 calendar days from when they received the initial notification to get in touch to us and come to an agreement. In this period, there are no modifications in their accounts, videos, or service.
• Our users have more options. We'll offer the refund amount pro-rated to users currently paying for subscriptions that exceed our bandwidth cap and decides it's not the best choice for their requirements. If this happens, we'll allow customers time to move the videos off our site and pay back the remaining portion of their balance.
• The company has rolled out an exemption rule. We will be in the process of releasing an exemption policy moving forward that will allow the community of creators to not be restricted by the bandwidth limitation of 2TB so long as they're not using to monetize those videos elsewhere. More details will be available which we'll release within about 30 days and then you'll find the details on our help pages.

It was designed in order to allow users to utilize video. Our platform has surely changed since it was first introduced however, it is only there to meet the needs of more companies and individuals from around the globe. Our goal is not to make friction but instead eradicate it. There'll be plenty of mistakes, and we will make errors when we grow. But, we'll be transparent about our failures and will never cease to make an effort to create an enterprise that puts the user first and innovates in making video accessible to everybody.

We stay determined to fulfill our purpose and will continue to provide excellent service to our customers.

Sincerely,

Anjali

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