What is support?

In this article we explain what our support includes and what the difference between user and technical support is. At the end of the article, we will show you how you can contact us.

evenito is always there for you: We support you with any questions about the tool. We do not position ourselves as a full service event agency, but as a SaaS company (SaaS: Software as a Service). This means that our product, and therefore our service, relates to our browser based software for organising and running events.

Our goal is to enable you as a user to apply our software independently. Of course, we will support you selectively during onboarding or with other requests. Would you like to book the services of an event agency? Then please contact our sales team so that we can send you an offer.

We distinguish between technical and user support. Only the user support is charged. We explain the exact differences below.

Technical support

This refers to functions in the tool that are defect or out of order as well as to bugs that currently exist in the system. This means that if something does not work on our side and we fix the error, this falls into the category of technical support and is of course free of charge for you.

This category includes, for example, inquiries on the following topics:

• System errors
• Persistent product defects
• Unclear or flawed functionality
• Product fixes

User-Support & Process consulting

These are questions about the tool or its functionalities: "How does...?", "How can I...?" or cases in which we can advise you (e.g. individual process consultations). Most of the answers to these questions can be found in our knowledge base. Of course you can also contact us. We are here for you and will gladly support you in solving your question(s) or your individual process(es). This support falls into the category of user support, which we charge. You will find the prices for this on the contract/invoice between your company and evenito.

This category includes, for example, inquiries on the following topics:

• Complex event setup consultation 
• Advances feature consultation
• Best practices guidance
• Customized strategic workshops
• Ongoing user education 
• Advanced solution design
• Reproduction of content from knowledge database articles or the Video academy
• Stream recording for customers

Support Response Times

Our goal is to review and respond to your request within half a business day. When contacting us, please provide as many details as possible (including a link to the event in the evenito back office, ideally permission to access your space, and a detailed step-by-step description of your request—preferably supplemented with screenshots) so that we can ideally offer you a solution in our first response.

Do you need support or have any queries?

All functions of the software are described on our knowledge database. We maintain the articles intensively so that the information is always up to date. Simply use the search field and enter your question or a keyword:

To contact us, you can write us a message. You can also do this directly in the tool by clicking on "Knowledge Database" at the bottom left.

You will now be redirected to our knowledge database knowledge database (help.evenito.com) and can fill out the contact form here. To do so, click at the top right on "Submit a request". A form will open in which you can enter all the relevant information about your request, including the priority from a technical point of view (business impact).

Other exciting sources of information

You can find the latest features in our tool in the Release News (for logged-in users only). 

We also present our latest features once a month in our Coffee Break. You can register for the short webinar here. There is also always room for general questions here.