Customers can receive assistance from EventHub's customer success and customer support teams. This article outlines the help offered by our customer support team its accompanying guidelines.
Chat support operational hours
Business days from 10:00 am - 6:00 pm (JST)
*Excludes weekdays 12:00 pm - 1:00 pm, weekends, and holidays
We will respond to inquiries received outside of operational hours the following business day.
Given the outline explained above, we will do our best to offer support even during events in case unexpected issues arise. Our chat response times are quick, but we also have the following contact number for emergencies only: 050-1741-2355.
Please note that there may be instances where our support is delayed, even for emergencies, including early mornings and late nights.
1. Support Guidelines
1. Questions about the EventHub platform
Contact our chat support by clicking the question mark icon at the bottom right of the page.
We may request to log in to your EventHub instance to directly view your events to help support and troubleshoot, including some of the following cases:
- Supporting customer-specific use cases
- Troubleshooting right before or during an event
- Troubleshooting unique incidents
- Confirming an event situation to provide an appropriate chat response
2. Questions from event participants
To protect user personal information, we request event admins to handle any inquiries from event participants.
You can check the registration status of participants via the [User list] tabs, and if you are unable to find a solution via the help center, please feel free to reach out to our chat support for additional help as necessary.
Please note that we may request information from you regarding the user in question.
3. Chat support
EventHub uses Channel Talk for its customer support chat tool. For additional reference about Channel Talk, see the following link: User Guide
2. Support for External Tools
For questions about compatible third-party tools with the EventHub platform, please reference our existing help center articles or the help centers of those respective tools. We cannot assist with setting up external tools and their specifications or troubleshooting. The following links can help you get started:
3. Supported Languages
The EventHub help center and chat support are available in English and Japanese.