It's never been easier to use great event management software

A project manager for your training and implementation process

How does it work?

InEvent G2 Top Performer Virtual Events 2020

InEvent customers have access to chat, email and pre-scheduled calls. For Enterprise accounts, our customer success team provides a structured customer onboarding for a smooth transition when your contract begins. Enterprise customers will also have a project manager to help with any questions through the implementation and contract life cycle. Let's explore these options?

How is our customer onboarding?

Enterprise

Your account manager will personally introduce you to your project manager. On your first call, the onboarding call, your project manager will:

  • guide you through the setup of your subscription
  • create your team credentials
  • share technical requirements with your IT team
  • prepare your training course schedule
  • and introduce our support channels.
Exclusive support to facilitate the organization of events with InEvent

The project manager will also allocate training sessions hours for your operational team or external agency. Your team training will follow your relevant modules and priorities for your upcoming events.

What is our training method?

Training software to track your progress with InEvent Enterprise

To make sure that our Enterprise customers are well trained and ready for success, we use an internal software tool to validate how many hours of training each customer needs to achieve and has already accomplished.

Each person custom training program takes between 4 to 18 hours depending upon the plan they have selected. Training sessions are individual or in a group. They last from 30 minutes to three hours. Customers can ask questions, learn from their account manager and show their use case to make sure they are progressing.

Upon completion of training, customers are awarded a real plaque with their certificate and can highlight their skills to other peers or colleagues.

24/7 Customer Support

Real support from InEventers, global and accessible.
All InEvent customers have access to our amazing 24/7 support.

Location Timezone
North America 8am - 9pm EST
Monday - Sunday
(Eastern Standard Time)
EMEA 8am - 6pm GMT/BST
Monday - Sunday
(British Summer Time)
APAC 8am - 6pm AEST
Monday - Sunday
(Australian Eastern Standard Time)
LATAM 9am - 7pm BRT
Monday - Sunday
(Brasilia Time)

What is our support model?

All InEvent customers have access to our business chat during local business hours. A real person will reply to your message in less than 60 seconds to help with your request.

Email support is also available for all customers. Enterprise accounts have a 3 business hours industry SLA guarantee. Your answers will be available directly to you, where you will receive detailed and thoughtful answers based on your requirements.

Video call sessions of 30 or 60 minutes can also be booked using your internal customer dashboard to request training sessions. Standard phone numbers or any compatible video conferencing software can be used for these calls.

All our support is personalized, agile and efficient, so your team will be fully supported when using our software from start to end.


Please note that our support hours may change on national holidays. Our team is also at recess between Christmas (25th December) and New Year (1st January).

Chat Phone Email Video calls Developers
Enterprise 60s 60s 3h 3h 24h
Core 1h 3h 24h 48h 7d

Do you have an escalation procedure?

Our documented procedures, including the assigned leader for each stage, can be found below. Our escalation and internal governance methods are compliant with industry standards.

Team Resolution time Escalation
1 Happiness Agent 1min Speedy answers to your most common issues.
2 Happiness Team Leader 30min Additional help for your event settings.
3 Happiness Product Support Leader 4h Technical assessments of the product configurations.
4 Happiness Manager 6h Cover complex questions and billing.
5 Product Developer 48h Access to source code and hotfix deployments.

Enterprise Implementation Plan

Enterprise

Enterprise customers enjoy a 4 week Implementation Plan InEvent has designed get you all set up and ready to deliver the best virtual and hybrid event experiences to your customers! Check it out:

Day 1
Days 2 - 3
Days 4 - 21
Day 22 - 24
Days 25 - 27
Day 28
Implementation Plan

Onboarding with PM

Day 1
Meet your dedicated Project Manager to fill out the onboarding form, schedule your first training call, set up your platform admins and get any questions you may have answered.

CRM Integrations

Days 2 - 3
Get started with your training sessions. Connect your platform integrations with other CRM systems to automate your events workflow on your InEvent subscription.

Templates and Build

Days 4 - 21
Create your reusable templates and add your assets, such as agenda, website, emails, speakers, magic links, video sessions, etc to deploy new events easily.

Dry Run

Day 22 - 24
Test all your sessions with your speakers and sponsors, to make sure devices are compatible and prevent any issues on your virtual and hybrid event.

Event Day

Days 25 - 27
Live chat support from our team available to back you up with any issues, questions, or any information you may require. We will be on the chat 24/7 with you.

Post Review

Day 28
Meet your Project Manager to dive in the results of your event. Set your templates so you are ready to create your next event with your InEvent subscription.

Can you detail your Deliverable Acceptance Criteria, Reporting and Quality Assurance?

Deliverables acceptance management is handled by your InEvent Project Manager on the implementation, project and feasibility timeline to make sure it is completed in time. For this purpose, subsidiary plans (like change management plan, risk management plan, time management plan etc.) are also provided as secondary support documents to be the main process.

The ultimate goal of deliverables acceptance management is to ensure successful delivery of expected project results in a specified time period, within budget and within scope. For achieving this goal, there are some key tasks that the InEvent Project Manager must accomplish. These tasks are:

  • Set up the criteria document for accepting project deliverables, a checklist shared with the InEvent Project Manager and the client on the onboarding call.
  • Work with your InEvent Project Manager, who will review the deliverables and assure their adherence to the criteria listed in the project acceptance plan as designed on your onboarding (first call of the implementation plan).
  • Add any additional time for considerations that may be required for managing the acceptance of project deliverables and adherence to customer expectations.
  • Provide a deliverables acceptance and quality document report that represents all the deliverables actually accepted and approved.
  • Communicate the automated InEvent tools and technologies for quality assurance and alert notification system for ongoing maintenance, including news.inevent.com and trust.inevent.com for real time transparent updates.

How does the Change Request process work?

To request a change to some part of your project or implementation, a great way to manage this is to email your Project Manager through the InEvent assigned help center. This is a straightforward, quick and effective way to achieve and cut down on time wasted talking to multiple different agents and teams.

For example, let's say you need to change the main point of contact from your team in an event or broadcast. Your new team member will require to be familiarized with the InEvent platform, technologies and protocols. To get support for her questions and provide certification for her expertise with InEvent.

To make sure the training process as smooth as possible, your team can use engage with the InEvent Project Manager to start the process. All the relevant information is included in this help center template, including the deadline, a description of what needs to be reviewed, and the customer contact information. Your InEvent Project Manager will be able to work on this request and provide access to the documented InEvent process and accomplish the change request.

Do you offer staffing and assistant solutions?

InEvent works with strong, skillful and certified partners to provide additional support models not covered above. You can learn more about our partners using our partner center. You will be able to contact and procure partner services directly.

Not only are these partners excellent within their industry as service provides, they also receive an extensive InEvent certification program to be able to support our clients directly. These programs allow them to support a series of addon products that extend the InEvent platform through our marketplace, InEvent EventMarket, and provide 30 additional services to enrich on your next event experience.

FAQ

How many support hours can I book?

Customer requirements are taken in account when creating the personalized support plan at the InEvent platform. Chat and email support is unlimited. Please note that booking calls on hold and not attending them may impact your ability to book new calls.

Can I book support calls before the onboarding?

The onboarding call must be your first call. It is essential that your onboarding be complete before support calls can be scheduled. This is to make sure you have a successful and comprehensive implementation. Support calls will not be open for booking until your onboarding is complete.

What kind of documentation can I access?

You will have access to all InEvent written documentation on our FAQ articles, videos with your recorded workflows and API documentation on eligible plans.

Do you provide a follow the sun support model?

Yes, InEvent can cover you 24/7 during all your business hours using our hub network.

Can I use my trial account after I purchase a contract?

If you are using a trial account, you will still be able to activate your plan on the same account.

Can I try the support systems?

Yes, you can create a trial account and book a support call with our team. Trials are free of charge. Trial accounts have a limitation of up to 3 hours per week.

The complete platform for all your events

Pedro Goes

goes@inevent.com

+1 470 751 3193

InEvent InEvent InEvent InEvent

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