Types of support?
This document refers to BAU support -only.
Event Hub provides fast "support" when you have an issue with performing your BAU (business-as-usual activities). This is distinct from;
Training
Product change requests
Training can be requested here
Product feedback can be added here
https://app.suggested.co/feedback/show-flow-at-checkout
Product Change requests should be added to our feedback board - also found on our chat widget or emailed to us with the word request in the subject box. All requests should be well documented with reasons for the change.
Event hub cannot accept product changes via our Chat Channel. Product changes require planning and resource allocation. An "instant" chat channel is not an appropriate way to develop software and would not be considered best practice.
There are a number of ways to get help on Event Hub if you have a BAU issue.
We consider anything that stops normal workflow a BAU issue
Support Hours
Our general support hours are 10 am - 6 pm AEST Monday - Friday.
Support Channels
Tier 5.1 + reply in 1 hour: Weekend "Urgent" supported TIER 5 ONLY
Tier 5 reply in 8 hrs
Tier 4 reply in 8 Hrs
You can look at your user info in the top right corner of our app to see your company's Tier.
Please, Please, Please, PLEASE, .
Do NOT assume emails to our team's personal emails like scott@eventhub.com.au or Hannah@eventhub.com.au will get a reply. We will try, however often these are over-loaded and they are NOT tracked. We also take leave sometimes :P
Our normal support channels are always manned and reviewed.
In-App Chat
Tier 5 reply in 1 hour. The current benchmark is 5 minutes.
Tier 4 reply in 4 hrs
Tier 3 NO In-app chat.
Outside of these hours if your issue is critical add the word "Urgent" to the subject line of an email to support@eventhub.com.au our staff members are automatically alerted to your support need.
NOt BAU? We will convert it to a "Support Ticket"
Some of your issues may not be BAU - but require processing work. Such requests will be converted to a "ticket". This means the request is formally tracked. You will be copied on all changes of process on the ticket via chat and. email. Ticketing also allows us to share the issue with other members of our team. Hence the use of tickets contains all the information shared on the ticket.
Need EDM Support?
Where your plan provides EDM support - please provide it via a WORD DOCUMENT.
Emails sent with images sometimes destroy the image and thus perpetuate error.
We can share the Word doc (rather than forward and email) with design experts for further input.
How to enable us to provide better support?
When logged in to your Event Hub portal you'll find the orange or blue chat icon in the bottom-right corner of your browser. Simply click to open and search for answers or start a conversation with our support team.
It helps if you can provide specific details about your issue. An event name, an asset name, or a guest name can speed up the process. Screen dumps or even videos provide a massive Help. Data suggests that screen dumps or videos can increase the effectiveness of a support response by over 10X.
It is often best to provide q single example of an issue. This can speed up Triage. Computers are logical - if the error occurs on one asset or guest it will likely be the same error. By focusing one example you help remove any confusing "noise".,
If this cannot be provided we will often ask for a Quick "screen share". This is where we offer a Google Meet link and we can watch you use the app and try to understand what is happening.
Help Manuals and Articles
As you've seen we have completely rebuilt the app during the COVID period. That meant all our articles and videos had become redundant. New materials are all in build and will progressively be added to;
Advanced Training
it's really important to get some training - before trying to embark on using our app.
See our calendar training system here.
We suggest training a few days before any big event is ready to release especially where you are a new user.
Thanks!