This article lists where to turn, by plan, when you run into trouble with an operation, want to discuss your contract, or suspect a service outage.
Support channels by plan
The support channels you can use depend on your plan.
| Channel | Plans | What it covers | Response time |
|---|---|---|---|
| User guide (this help center) | All plans | How-to, specifications, and frequently asked questions | — |
| Marketing Agent chat | All plans | Answers questions about usage and settings in the chat on the management screen | Immediate |
| Community | All plans | Post questions and exchange information with other users https://guide.lumo.cx/hc/en-us/community/topics | — |
| Email support | Business and Enterprise | Technical questions and bug reports support@littlehelp.co.jp | Weekdays 10:00–17:00, within 3 business days |
| Dedicated customer success | Enterprise | Suggestions for getting more out of Lumo and a monthly web meeting | Initial response within 24 hours on business days |
Email support isn't available on the Free and Starter plans. Please use the user guide, the chat, and the community.
Contract, pricing, and security inquiries
Pre-contract consultations, quotations and contract documents, and security questions are handled through the contact form.
- Contact form: https://www.lumo.cx/contact
- We respond within 3 business days
- Examples of what you can ask about: choosing a plan, contracts for multiple accounts, invoice payment, a separate agreement on the handling of personal information, security questionnaires, and the onboarding support service
When you suspect an outage
You can check the service status on the status page.
- Status page: https://status.littlehelp.co.jp/
- If a problem persists, such as broadcasts not arriving or being unable to log in, check the status page first. Then contact email support if you're on the Business or Enterprise plan, or the community on other plans
Sometimes you can't send because of your LINE Official Account's limit or payment status. Check "The two kinds of message limits" first.
If you adopted Lumo through a partner
If you adopted Lumo through a solution partner, the partner handles your day-to-day questions first. Questions about product specifications and bug reports are passed from the partner to Lumo.
What to have ready before you contact us
Having the following information ready speeds up our response.
- Your Lumo ID (the identifier of your Workspace, found under "Settings" > "Workspace Settings")
- The name of the LINE Official Account concerned
- When the problem occurred and what you did
- A screenshot of the screen (including the wording of any error message)