AVC migration FAQ's

General

  1. Where do I sign up for training
    1. Venues: Self-onboard with materials from Surreal or join a training session here.
    2. Agents: Choose a session here before February 19 to avoid double-booking with Muso and Surreal.
  2. How do I onboard a supplier
    1. Surreal makes it super easy with a unique shareable link per venue and agency, as per below:
      1. Venues - see here
      2. Agents - see here
  3. What’s different between MUSO and Surreal / Why did we have to move to Surreal
    1. Surreal is a product that's been built in house by the same crew at Muso. Surreal is the new and improved version of Muso. The new version has taken into account the challenges the old product faced and the team have delivered a much easier to use product that will suit our venues and suppliers better, and with more capabilities.
  4. How so I logon to Surreal / where do I get my password?
    1. You'll get access to Surreal from February 12th at this link using your same Muso email.
    2. Surreal is a password-less system, so you’ll just need your email handy, then a code will be sent to your email to help you sign in
  5. When can I start using Surreal and stop using MUSO?
    1. All events up until W/E 3rd March must be booked on Muso. You'll have Muso platform access on Muso until end of March for all of your data.
  6. How long can I access MUSO
    1. You'll have platform access on Muso until end of March for all of your data.
  7. What happens to all the gigs that have booked on MUSO until the end of the year
    1. Your Calendar notes and events on Muso from 4th of March (confirmed / empty up until 1st Feb 10am) are being imported into Surreal. Please note that events have either been imported as confirmed OR empty, so you’ll need to action all empty events, including events that had pending offers.
  8. Where do I find my artists / rosters to book
    1. For venues and agents, we have imported all venue rosters into Surreal from Muso for acts that you have booked after 30th June, 2023, so when booking for events, existing or new, you'll be able to select from your roster right from the get go.
    2. If any acts are missing, can you can invite them using your unique shareable invite link via your "Contacts" screen
  9. My agent / supplier / artist can’t see my venue to book
    1. We have imported all rosters onto Surreal for every venue and agent, thus meaning venues and agents can dive right into Surreal and commence bookings right away.
    2. If any acts are missing, can you can invite them using your unique shareable invite link via your "Contacts" screen
  10. My agent / supplier / artist has been onboarded incorrectly
    1. Please contact support@surreal.live where the support team is on standby to assist
  11. Will my existing bookings all get paid in time / Will their be a delay in MUSO payments during this transition
    1. All bookings up until W/E 3rd of March will be booked and paid via Muso
      1. Some delays may occur over the next few weeks as the Muso crew update their integration with their payment provider, please address all queries to support@muso.live for Muso related payments
    2. All bookings from 4th of March are to be booked and paid via Surreal
      1. No payment delays can occur via Surreal, as funds are collected and distributed via the same payment gateway
  12. Do I need to let my suppliers know / How are my suppliers getting contacted / advised
    1. Surreal is contacting all suppliers and agencies at the same time of AVC staff to let them know of the move.
    2. Most suppliers are also privy to the move already based on other venues on Muso that they have worked with that are now on Surreal
    3. Entertainers booked at an AVC venue after 30 Jun 2023 are being imported into Surreal with their basic account and user information for bookings and payments to occur seamlessly
  13. Can I book multiple training sessions?
    1. Absolutely you can, the team is here to support you as best as possible

Agents

Will venues see our agency rates on Surreal?

Absolutely not. Venues, like on Muso, will only ever see the total rate to be invoiced their way

When will I be able to access Muso until?

You will be able to log in to Muso until the 31st of March, 2024

Will my booking data and invoices move to Surreal?

Your booking data and invoices from Muso will not move across to Surreal. Please ensure that you download everything that you need from the Muso system by 31st of March, 2024

What if I have outstanding payments on Muso?

All bookings for events up until W/E 3rd March will be settled directly in the Muso system

What if bookings are missed on Muso?

As at 1st of March, any previous bookings missed will need to be added into the Surreal system for invoicing and payment to occur

What are my acts told from my roster?

Most acts are already familiar with Surreal, but to be sure, both AVC and Surreal will be communicating directly to acts to ensure a smooth transition across. This here is a quick demo of the platform for entertainers if you’re interested


Entertainers

Will there be a gig feed like on Muso?

There will not be a gig feed on Surreal like there was on Muso. We found that 90% of new bookings / discovery occurred directly via venue searches, so we’ve optimised this workflow for venues as a focus. To best position yourself for new gigs, ensure up to date photos and content are present on your profile(s). The gig feed is on the long term roadmap, but not for 2024.

When will I be able to access Muso until?

You will be able to log in to Muso until the 31st of March, 2024

Will my booking data and invoices move to Surreal?

Your confirmed bookings with AVC venues from 4th March on Muso will be imported into Surreal by EOD 9th Feb. Your booking data and invoices from Muso will not move across to Surreal. Please ensure that you download everything that you need from the Muso system by 31st of March, 2024. As mentioned previously, we will not be migrating across your gig history data/stats, ratings or reviews. We understand that this is important, so we are keeping all of this data to be able to import at a later date. Our first focus is ensuring that you’re set up as soon as possible with your critical information on Surreal so that no payment delays are experienced.

What if I have outstanding payments on Muso?

All bookings for events up until W/E 3rd March will be settled directly in the Muso system

What if bookings are missed on Muso?

As at 1st of March, any previous bookings missed will need to be added into the Surreal system for invoicing and payment to occur, so please work directly with your venues and/or agency on missed bookings


Venues

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