Our support team provides help to event participants 24/7.
They will provide participants with information to troubleshoot access and live stream issues, and will escalate to our engineering team in case a large-scale problem is encountered.
Which issues does our support team solve?
Accessing the platform
Upon reporting platform access issues (can't load the page), users will be given resources to troubleshot their problem.
Note that they will not be able to solve email delivery issues (detailed here).
Upon reporting streaming issues (buffering, audio / video quality problems, back screens), users will be given resources to troubleshot their problem, like our test page.
Personal information to update
If a user needs personal information to be updated, they will be redirected to the organizers / customers.
Other technical problem
If a user is encountering an issue with a specific functionality, they will be provided with resources on how they can solve it. The support team will report it to our engineering team is there is an actual bug found.
Large-scale technical issues
If there is a large-scale technical problem, the support team will escalate the issue to our engineering department. Your project manager will also be informed, if you are using our services.
How can users contact our support?
Within the platform
By default, we provide 2 places for users to report their issues:
- In the menu for generic support questions
- On the live stream window for streaming specific questions
Outside the platform
Our standard email templates contain a link at the bottom, allowing users to report their issues to our support team.
If you need to set up the support links on Backstage
In the invitation email
Make sure you have the following link at the bottom of your invitation emails:
In the app menu
Make sure you have the following link at the bottom of your side menu:
If it is missing, you can add it this by Documents > New > Type: "Website" and paste the URL above; then add it to the app menu.
Make sure you have the latest version of the module. We recommend to call this item simply "Help" and use the "spotman.help" icon.
In our live stream player
No action needed here, our player comes directly with a support button redirecting to our team.
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