Kaltura REACH is Kaltura’s framework for captioning and enrichment services, and the Kaltura AI Addendum is the contract that governs its AI features. Both are metered in credits rather than in users or devices, and the credit balance, its expiry and the rules for running out are the licensing facts that matter. The credits are different instruments: REACH credits are held in REACH profiles and are described in Kaltura’s knowledge center, while AI Credits are defined in a contract addendum.
REACH services
Kaltura describes REACH as captioning and enrichment services that include closed captions, translations and enrichment features, set up on an account through the Kaltura representative.[1] The REACH tab in the Rich Media CMS shows the profiles and services configured in an account, including the cost per service, and lists captions, translations, alignment, audio description and chaptering as available services.[2] Machine captioning and professional human captioning are separate service levels; Kaltura describes the machine service as AI-based with an average 85% accuracy and a turnaround of up to two hours, and the professional service as using human transcribers for 99% accuracy with turnaround from 3 to 48 hours depending on service level.[1]
The published product specifications add conditions that affect delivery and therefore consumption.[5]
- Turnaround and quality depend on clean, good quality audio, and some features may not be available in non-English spoken languages.
- Some REACH services use third-party vendors, and processing can be performed in different regions depending on vendor capabilities.
- Best effort turnaround times will usually be returned within seven to 30 calendar days, depending on aggregate demand.
- Any batch submission of over 1,000 media minutes per day may be subject to processing delay and turnaround limitations unless coordinated in advance with Kaltura.
- Some REACH services use AI features, which is indicated in the product description on the Order Form.
The page states that Kaltura may update it from time to time, with updates effective when posted, and that earlier versions can be requested from Kaltura’s legal address.[5] The version reviewed carries the date 27 January 2025.
REACH credits and profiles
Credits are the unit in which REACH is budgeted. Each REACH profile shows its name, ID, creation date, allocated credit, remaining credit and credit expiration date.[2] The credit tab of a profile is view only and states that credit information comes from the Kaltura representative; it shows credit type, credit amount, remaining credit, allowed overage, from date and credit expiration date.[2] The Overview dashboard reports Enrichment Credits Spent, the REACH credit spent in the month.[8] The catalog row is REACH credit.
The fields imply several facts a licence manager should confirm in the Order Form: credits have an expiry date; there is a start date; and an overage allowance can exist. The knowledge center does not state what happens to unused credits at expiry, how overage is priced, or the credit cost of each service, and it directs the reader to the Kaltura representative.[2]
Department-level billing
A Kaltura account can have several REACH profiles, each defined for the partner ID. Kaltura describes department-level billing and moderation as a way to manage billing, usage and permissions for several departments or units in one instance, each linked to a REACH profile that the Kaltura representative creates on request.[3] The unit label defaults to Unit and can be renamed, for example to Faculty or Department. Units are listed with active profiles that have available credit first, the one closest to expiry first, then active profiles without credit, then expired profiles if enabled.[3] Permissions determine who can access the services dashboard, bill services, order captioning or translation and moderate requests.[3] Kaltura’s example is a university where users choose which department budget to charge for captioning.[3] The program row is REACH profile and department-level billing.
Resubmissions
Resubmission lets a customer request new captions or translations for existing media. It is available only if enabled in the account, currently for machine-generated services, and requires sufficient credits because resubmissions are billed according to the plan. Each resubmission is billed separately and creates a new standalone file, and it is not intended to correct output quality, for which Kaltura directs customers to open a support ticket.[4] Credit consumption therefore rises with each change in dictionary, settings or media that is reprocessed.
The AI Addendum
Section 1.2 of the Customer Agreement states that where a customer uses Kaltura’s AI offerings, the terms of the AI Addendum apply in addition to the general terms.[7] The Addendum describes itself as an integral part of the Master License and Professional Services Agreement between the applicable Kaltura entity and the licensee, and states that in a conflict it prevails solely with respect to use of the Kaltura AI Offering.[6] It covers any Kaltura AI features, including generative AI, conversational AI and agents, whether owned by Kaltura or licensed through third-party providers, and the use of generated output.[6] It states that it applies automatically to all future agreements or services involving AI.[6] Two different contract names, the Customer Agreement and the Master License and Professional Services Agreement, appear in Kaltura’s published terms, and a customer should check which one its own Order Form references.
Licence and restrictions
Kaltura grants a non-exclusive, non-transferable, non-sublicensable and limited licence to access and use the Kaltura AI Offering during the Term for the licensee’s business purposes licensed under the agreement, including the right to use, configure, customise and monitor the AI Agent, view usage reports and access support resources.[6] The licensee may not use the offering unlawfully, to generate false or discriminatory content, to input infringing content or unauthorised personal data, to extract or reverse-engineer the underlying models, in a way that degrades the hosted services, or in violation of Kaltura’s Responsible Use Policy.[6] A further restriction prohibits use for any purpose classified as high risk under the EU Artificial Intelligence Act, including making, supporting or determining decisions such as scoring, ranking or recommendations about an individual’s access to, admission to, enrolment in, or evaluation by educational or vocational training institutions.[6] Education customers in particular should review that restriction against their intended use.
The Addendum also records that the AI offering may include components from third-party providers that carry open source and other licences. Kaltura represents that their inclusion will not reduce the licence rights granted and that using them will not require the licensee to license its own software or products under an open source or similar licence.[6]
Credits and payment
The payment section provides that use of the AI offering will operate under subscription fees, as a free trial, or on a credit-based usage model unless the Order Form says otherwise, and that Credits are purchased as specified in the Order Form.[6] Credits are the usage units consumed when using the offering, and different types of interaction may consume different amounts, with consumption rates set in the Order Form.[6] The Addendum sets these rules.
| Topic | Rule |
|---|---|
| Rate changes | Kaltura may update Credit consumption rates on 30 days prior written notice; changes apply only to Credits purchased after the effective date |
| Allocation | Credits are allocated on receipt of payment and balances can be monitored through the account |
| Refunds | Credit purchases are final, non-refundable and non-cancellable, whether or not the offering was used |
| Rollover | Credits can be rolled over in case of a Term execution and are valid at all times during the Term |
| Top-up | Additional Credits can be bought at any time at then-current rates |
| Insufficient balance | The offering may be suspended or limited until more Credits are purchased |
| Overuse | Kaltura will not automatically purchase or debit additional Credits unless the licensee buys them through the account |
| Transfer | Credits have no cash value, are non-transferable and may be used only under the purchasing account; they may not be sold, assigned or shared without written consent |
The table summarises the payment section of the Addendum.[6] The Customer Agreement adds that on termination there is no refund of prepaid fees, including pre-purchased credits.[7] The row is Kaltura AI Credit.
Ownership
The licensee retains ownership of Inputs and Outputs, subject to Kaltura’s rights in the Addendum and the agreement, and grants Kaltura a non-exclusive, worldwide, royalty-free licence to use, process and store them as required, and to the extent necessary to provide, maintain and improve the offering. Kaltura and its licensors retain all rights in the AI offering, usage data and Kaltura AI technology, including models and fine-tuning.[6]
Points to record
- Each REACH profile, its credit allocation, expiry date and allowed overage.
- The Order Form for AI services, the Credit quantity, consumption rates and the term over which Credits are valid.
- Which contract the AI Addendum is attached to, and its version at signing, since the Addendum on the website carries no date.
- Whether intended AI uses fall inside the restriction on high-risk educational decisions.
- The use of resubmissions, which consume credits again.
Out of scope
This article does not cover REACH vendor pricing, service credit costs, which Kaltura does not publish, or the warranty, indemnity and liability terms of the Addendum. It does not address the Data Processing Agreement or the content deletion policies that REACH vendors must follow.