Human support is available to customers on the Business plan or higher, covering questions about Lumo's usage and technical inquiries by email. If you are on the Free or Starter plan, please make use of the community site.
Service Overview
Human support is a service that answers questions about using Lumo and technical inquiries by email. It is available to customers on the Business plan or higher.
Eligible Plans
The level of support you receive depends on the plan you are subscribed to.
| Plan | Human support |
|---|---|
| Free | Not eligible (please use the community site) |
| Starter | Not eligible (please use the community site) |
| Business | Eligible |
| Enterprise | Eligible |
Note: If you were onboarded with the help of a partner, we may direct you to contact that partner.
How to Contact Us
If you have any questions, you can reach us in the following ways.
| Contact method | Description |
|---|---|
| Community site (all plans) | You can ask questions on the community site |
| Email (Business / Enterprise) | You can contact us by email at support@littlehelp.co.jp |
Support Hours
We respond to inquiries during the following hours.
| Item | Details |
|---|---|
| Support hours | Monday–Friday, 10:00–17:00 (Japan time) |
| Closed days | Public holidays, and the business day before a Saturday that falls on a public holiday |
We may change our support hours for extended holiday periods such as the year-end and New Year season or Golden Week.
Scope of Support
We respond to inquiries about Lumo's specifications and technical matters.
| Availability | Details |
|---|---|
| Supported | Inquiries about Lumo's specifications and operation |
| Supported | Technical inquiries about Lumo |
Service Levels
We strive to respond as quickly as possible, but depending on the nature of your inquiry, some investigations may take additional time.
| Inquiry type | Target response time |
|---|---|
| Non-incident inquiries | Within 3 business days |
| Incident-related inquiries | Within 1 business day |
If we do not hear back from you within 2 business days after our reply, we will close the inquiry. If you have additional questions, please submit a new inquiry.
Our Responsibilities
Human support provides assistance within the following scope.
- Answering questions about Lumo's specifications and operation
- Responding to technical inquiries
- Basic troubleshooting
Out of Scope
The following items are not covered by human support.
- Inquiries about the specifications or behavior of your LINE Official Account (some inquiries cannot be supported)
- Inquiries arising from integration with other tools (for example, Salesforce)
- Creating and reviewing broadcast content (text, images, video, and so on)
- Custom development based on individual business workflows
Your Responsibilities
We ask that you handle the following management and operational tasks.
- Managing your various account credentials
- Managing contracts with integrated services (LINE, Shopify, HubSpot, and so on)
- Creating and reviewing broadcast content
- Verifying settings before a broadcast
- Making policy decisions for your operations
- Explaining and training internal stakeholders
Disclaimer
We cannot accept responsibility for the following.
- The results of measures carried out at your own discretion
- Impacts caused by specification changes or outages in external services
- Damages caused by your own operational errors
- Impacts on business revenue or sales results
- Operational outcomes