Real questions from the last six procurement reviews. If yours isn't here, email [email protected] — answered in one business day.
01How does Facecast integrate with my existing MCR switcher?
Facecast inserts as a pass-through between your switcher's program-out and your distribution chain. For on-prem SDI, our 1U bridge appliance accepts up to 12G-SDI, encodes to SRT, and pushes to our cloud encoder; the return feed comes back as NDI or SRT on the same timecode. Your existing switcher, router, and graphics chain don't change. Typical installation: half a day on-site plus a 30-minute remote calibration call.
02What's the end-to-end latency I should budget for?
Under 120 ms at 1080p60 (p99 over a 30-day window), measured from the source-side SDI frame leaving your switcher to the face-swapped SRT frame returning. 4K adds approximately 28 ms. These numbers are in our Rack Spec PDF and we publish the traces under NDA. If your use case requires < 80 ms (sports commentary with talent-visible earpiece feedback), we run a dedicated encoder pod — ask during the demo.
03What happens if the cloud encoder fails mid-program?
Active-active failover across three regions. The source stream is multi-cast to primary and standby encoders; the distribution side receives a single stream, with a sub-second hot-swap if the primary loses health-check. We've never missed a second of program time in 14 months of production traffic. If you require on-prem-only processing with zero cloud dependency, that's the Enterprise tier.
04Is our incoming video retained anywhere?
Source frames are held in memory only for the duration of the face-model pass (typically 40–80 ms) and discarded. On standard tiers we retain 24 h / 30 d of metadata (timecodes, face-model instance ID, latency samples) for billing and support; no video bytes. Enterprise contracts can opt for zero retention beyond the active session. DPA and GDPR Article 28 data-processing agreement available on request.
05What about SOC 2 and ISO 27001?
SOC 2 Type II audit completed 2026-Q2; report available under NDA. ISO 27001 certification in flight, expected 2026-Q4. CCPA and GDPR Article 28 DPAs are standard on all contracts. If your procurement requires a specific control mapping (NIST 800-53, HITRUST), send the framework and we'll return a gap analysis within 10 business days.
06Can we bring our own face model?
On Enterprise. Upload your fine-tuned weights in ONNX or TensorRT engine format; we'll containerize the inference wrapper and run it on a dedicated pod with the same SLA as our stock models. Typical onboarding: two weeks from weights delivery to production cut-over. Your model never leaves your pod — we don't inspect weights and we don't aggregate across tenants.
07How does billing work during a launch spike?
Tiers are priced at baseline concurrent programs. Burst capacity is billed per program-hour at a published overage rate (documented in the MSA, not buried in a credit system). Your AP team sees a monthly invoice with baseline + burst lines, not a per-minute per-destination labyrinth. If your event is large and predictable, we'll pre-reserve capacity at the quoted baseline rate — ask.