We're a small team (just three of us on a daily basis!) passionate about helping you succeed with our platform. We help our customers take over £15M in revenue each year via our platform. Whilst you're absolutely welcome to dive in and configure everything yourself from day one (many customers do!), we're here to provide personalised setup support tailored to your needs.
Regardless of which tier you're on, we believe everyone deserves quality support:
Dedicated Handler: You'll work with a consistent point of contact who takes time to understand your business—we're a small team, so we genuinely get to know our customers
1-to-1 Setup Assistance: Personalised guidance through the setup process, tailored to your specific needs and use case. You won’t start with one person and then have to reexplain everything again to another.
LiveChat: You can chat to us throughout the day on LiveChat, where we’ll be able to guide you to the settings you need
Full Documentation Access: Comprehensive guides, video tutorials, and knowledge base articles. Your reading the very documentation right now!
Immediate Account Access: Start configuring straight away—you needn't wait for us to begin; or just setup an account then shout “HELP!”
Building on the core support everyone receives, Gold tier customers get:
Video Call Support: Face-to-face setup sessions where we can share screens and work through configurations together in real-time
7-Day Setup Guarantee: We commit to completing your initial setup within 7 business days, but normally have it all configured within 24 hours!
Full Data Import Service: We'll handle migrating all your existing data from other platforms, spreadsheets, or systems. Just send us your files and we'll do the heavy lifting
We Configure Everything: We'll go into your account and set up your workflows, automations, and customisations based on your requirements. You define how much you want us to configure, and how much you want to do yourself.
We configure special and sub-event types. This means things like Parties, upcoming events, and other non standard sessions.
Direct Email Access: Reach your handler directly via email, not just through support channels.
Your dedicated handler provides support through:
LiveChat & Email Only: Expert help during UK business hours (no video calls included)
Self-Service Data Import: You'll handle your own imports using our tools and documentation—we'll guide you through the process but won't do the imports for you
Target 2-Week Timeframe: We aim for completion within 2 weeks, though complex setups may take longer. The quicker you get back to our questions the faster we can move.
Configuration Guidance: We'll walk you through setup steps, but you'll be clicking the buttons yourself.
Being a small startup means we're nimble. We often go beyond these defined parameters when our workload allows—maybe a quick video call for a Standard customer or extra import help when we're not swamped. However, we can't guarantee anything beyond what's outlined for your tier, and it's important we set honest expectations.
Setup assistance is always processed after urgent customer support tickets. As a small team, we must ensure existing customers experiencing issues get immediate attention. Our setup timelines reflect this prioritisation.
