EventPilot Support Services: Standard, Priority, and Onsite Options
ATIV Solutions offers a range of support tiers to ensure your core team, event organizers, and attendees have a seamless experience with the EventPilot platform. Below is an overview of our support structures and what is included in each tier.
Standard Ticket Support
Standard email-based support is included for your core organizing team and event attendees to address platform performance and technical inquiries.
How to Access: Submit a ticket via support@ativsoftware.com.
Response Times:
- During Live Event Hours: We strive to respond within two (2) hours of receipt.
- Outside of Live Event Hours: We strive to respond within one (1) business day.
Support Scope
| Included under Standard Support | Excluded from Standard Support |
|---|---|
• Technical troubleshooting & bug fixes • Platform performance issues • End-user/attendee navigation questions | • Project management tasks • Content configuration & data modifications • App layout adjustments or menu changes • Post-proof corrections |
Note on Excluded Tasks: Requests that fall outside standard technical support will be routed to your assigned Project Manager. These tasks may require utilizing your existing project management hours or may incur additional configuration fees.
Priority Online Support (Optional Service)
For teams requiring real-time, direct communication during a live event, Priority Online Support bridges the gap between your organizers and an ATIV Solutions representative.
- How to Access: A dedicated Slack channel operational during your purchased priority support hours.
- Scope of Access: This channel is strictly reserved for your internal organizing team for rapid troubleshooting (not shared with event attendees).
- Event Types: Available for EventPilot Pro projects.
- Ordering: This is a premium add-on service. Please contact your account representative for packaging and availability details.
Onsite Support (Optional Service)
When face-to-face assistance is preferred, ATIV Solutions can provide an expert staff member to manage an app support desk directly at your venue. An ATIV Solutions representative will be stationed onsite to assist your end-users (addressing conference app and online planner questions).
- Availability: Subject to staff scheduling and advanced booking (min 3 months before your conference).
- Daily Coverage: Up to 10 hours per day of onsite availability (inclusive of standard scheduled breaks).
- Extended Hours: If coverage is required for more than 10 hours per day, or if multiple locations must be staffed simultaneously, additional representatives must be requested in advance and additional fees will apply.