We look forward to working with your organization! We’ll provide everything you need to hit the ground running and we will ensure your cooperation with us is a success from the very beginning. Here is more information about the level of support and training materials you can expect from us:

Onboarding & Ongoing Support

Our Customer Success Experts are here to support you during every step of your Glue Up journey. Once you decide to adopt Glue Up, you’ll build a customized onboarding plan together with your Customer Success Expert that will help you reach your most important goals, faster. The level of personal onboarding & ongoing support depends on the support package you have purchased for your organization.

Training

We will provide hands-on training that will enable your team to fully understand the software. The amount of customized training sessions depends on the support package you have purchased for your organization. In case you require additional training, please contact our Customer Success Team at customersuccess@eventbank.com.

Regular Webinars

The Glue Up Webinars are interactive online seminars conducted on a weekly basis from Tuesday to Friday covering different modules of the platform.

Glue Up HelpDesk

An online knowledge portal with the FAQs, how-to articles, videos and Glue Up Tutorials on how to get the most from Glue Up platform.

Great Gets Better Every Week

Glue Up gets better every week as we introduce new features and improvements to our platform. This way, you have a better product every week without paying anything extra. Generally, we release new features and improvements every Thursday evening (GMT+8).

Service Level Agreement

We are here for you in case you run into any difficulties using our software. While we generally reply to all requests and questions within one hour from submitting the request, we can guarantee the below timescales for responses to general support questions and bug fixes (depending on priority level) unless other service level agreement has been signed between your organization and Glue Up:

• 0-8 hours (during business hours) for issues classified as High priority.
• Within 48 hours for issues classified as Medium priority.
• Within 5 working days for issues classified as Low priority.
• Remote assistance will be provided in-line with the above timescales depending on the priority of the support request.

Support Channels

Email support: (support@eventbank.com)
Monitored non-stop, Standard Support: Monday – Friday (1:00 AM – 10:00 PM GMT +8)

Telephone support: (call one of our 14 offices worldwide)
Monday – Friday (1:00 AM – 10:00 PM GMT +8)

Livechat support (available via “green bubble” in the bottom right corner on https://www.eventbank.com/ and https://help.eventbank.com/, as well as this page that you are currently on)
Monitored non-stop, Standard Support: Monday – Friday (1:00 AM – 10:00 PM GMT +8)

Standard First Response time:
Generally, you can expect an answer from us within one hour during our standard working times. Emails, calls and chats received outside of office hours will be collected, however, no action can be guaranteed until the next working day.

Priority Levels

High Priority Issue – An Issue that results in a high business impact for the Customer; may be assigned to an Issue where customer experiences (i) the functionality of the software is adversely affected but can be circumvented, or (ii) certain functions within the software are disabled, but the Software remains operable, or (iii) a complete or substantial loss of service when using the Software.

Medium Priority Issue – An Issue that results in a medium business impact for the Customer; may be assigned to an Issue where customer experiences (i) partial non-critical functionality loss and the Issue has no significant effect on the usability of the software, or (ii) time-sensitive Issue important to long-term productivity that is not causing an immediate work stoppage.

Low Priority Issue– An Issue that results in a minimal business impact for the Customer; may be assigned to an Issue with no impact to quality, performance, or functionality of the software, or cases of general information requests, such as usage and configuration.

Feature Requests

If you have a feature you would love to see in Glue Up, we would be happy to hear from you! We created a Feature Request form to let you submit requests for features you would like to see added to Glue Up platform or to our mobile apps. Submitting your ideas through this form means they are sent directly to our Product Team for review against our roadmap, current priorities, and interest from other clients. A copy of the request is also sent to your email address. Just know that we may not be able to work on the ideas you submit right away—or maybe ever if it turns out these ideas don’t line up with our long-term strategy.