1. OVERVIEW AND SCOPE
This Support Policy and Service Level Agreement (“Support Policy” or “SLA”) outlines the customer support services provided by Eventably, LLC (“Eventably,” “we,” “our,” or “us”) to Users of our platform, including event organizers (“Organizers,” “Customers”) and event attendees (“Consumers,” “Attendees”). This Policy establishes our commitment to providing responsive, helpful, and professional support while setting realistic expectations about response times, service availability, and the scope of support services.
This Support Policy applies to all Users of the Eventably platform, website, mobile applications, and related services (collectively, the “Platform”). Support services are provided as part of our ongoing commitment to User success and platform accessibility, though specific service levels may vary based on account type, subscription level, or the nature of the support request.
2. SUPPORT AVAILABILITY AND BUSINESS HOURS
Standard Business Hours.
Eventably provides customer support during the following standard business hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding public holidays observed in the United States and major international holidays that may affect our support team availability.
Holiday Schedule.
Support services may be limited or unavailable during major holidays including New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day, and other holidays as communicated through our Platform or support channels. We will provide advance notice of any planned support interruptions through email notifications and Platform announcements.
Language Support.
Eventably provides customer support primarily in English. Users requiring support in other languages should indicate their language preference when contacting support, and we will make reasonable efforts to accommodate such requests based on available resources.
3. SUPPORTED LANGUAGES AND ACCESSIBILITY
Accessibility Support.
In alignment with Eventably’s mission to provide accessible event management solutions, our support team is trained to assist Users with disabilities and accessibility-related questions. We provide support for screen readers, keyboard navigation, and other assistive technologies used to access our Platform.
Translation Services.
For languages not directly supported by our team, we may utilize translation services to provide basic assistance. Users requiring detailed technical support may need to communicate in English or one of our directly supported languages for the most effective assistance.
4. SUPPORT CHANNELS AND CONTACT METHODS
Email Support.
Our primary support channel is email, available at [Insert Support Email Address]. Email support is appropriate for non-urgent inquiries, detailed technical questions, account issues, billing concerns, and requests that require documentation or screenshots. Email support provides a permanent record of communications and allows for detailed explanations and step-by-step assistance.
Live Chat Support.
Real-time chat support is available during business hours through online chat. Live chat is ideal for quick questions, immediate assistance with platform navigation, and urgent issues that require real-time interaction. Chat sessions are logged for quality assurance and follow-up purposes.
Support Ticket System.
Our comprehensive support portal allows Users to submit detailed support requests, track ticket status, view resolution history, and access our knowledge base. The ticket system is particularly useful for complex issues that may require multiple interactions or involve multiple departments.
Phone Support.
Limited phone support is available at +1 443-714-6008 for urgent issues during business hours. Phone support is primarily reserved for critical account issues, payment problems, or situations where other communication methods are insufficient. Due to capacity limitations, phone support may involve wait times or callback scheduling.
Self-Service Resources.
Our online knowledge base, frequently asked questions section, and tutorial videos provide immediate assistance for common questions and platform navigation. These resources are available twenty-four hours per day and are regularly updated based on User feedback and support trends.
5. RESPONSE TIME COMMITMENTS
Standard Response Time.
Eventably aims to provide an initial response to all support inquiries within one (1) business day of receipt. This response time applies to all support channels and represents our commitment to acknowledging User requests and beginning the resolution process promptly.
Response Time Measurement.
Response times are measured from the time a support request is received during business hours until our initial response is sent. Requests received outside of business hours are considered received at the beginning of the next business day for response time calculation purposes.
Resolution Time Expectations.
While we commit to response times, resolution times vary significantly based on the complexity of the issue, need for technical investigation, involvement of third-party services, or requirements for product development or bug fixes. We provide estimated resolution timeframes when possible and keep Users informed of progress on complex issues.
Volume-Based Variations.
During periods of high inquiry volume, such as major platform updates, holiday periods, or following significant events, response times may exceed our standard commitment. We will communicate any expected delays through Platform announcements and work to minimize impact on User experience.
6. SCOPE OF SUPPORT SERVICES
Platform-Related Support.
Our support team provides comprehensive assistance with all aspects of the Eventably Platform, including account creation and management, event setup and configuration, ticket sales and management, payment processing questions, billing and subscription issues, and general platform navigation and feature usage.
Technical Assistance.
We provide technical support for issues directly related to Platform functionality, including troubleshooting login problems, resolving payment processing errors, addressing display or performance issues, assisting with mobile application problems, and explaining platform features and capabilities.
Account and Billing Support.
Our team assists with all account-related matters including subscription management, billing inquiries, payment method updates, invoice requests, account settings modification, and subscription cancellation or modification procedures.
Best Practices Guidance.
Support staff provide guidance on Platform best practices, event organization strategies, accessibility implementation, marketing and promotion suggestions (within platform capabilities), and optimization of event listings for maximum visibility and attendance.
Integration Assistance.
We provide limited assistance with third-party integrations and connections, particularly for payment processing through Stripe, email marketing platform connections, calendar integrations, and other supported third-party services that enhance Platform functionality.
7. SUPPORT LIMITATIONS AND EXCLUSIONS
Third-Party Service Issues.
Eventably support does not cover issues arising from third-party services, software, or platforms that are not directly integrated with our Platform. This includes problems with Stripe merchant accounts (beyond basic connectivity), browser-specific issues or configuration, operating system problems, internet connectivity issues, and email client or spam filter configuration.
Custom Development and Advanced Integrations.
Our support team does not provide custom development services, advanced troubleshooting of external technologies, modification of third-party software or services, creation of custom integrations beyond our standard offerings, or extensive consultation services that go beyond platform usage guidance.
Event-Specific Support.
While we assist with Platform features related to event management, we do not provide event planning consultation, marketing strategy development beyond platform features, legal advice regarding event compliance, venue selection or booking assistance, or resolution of disputes between organizers and attendees.
Training and Education.
Basic platform training is included in our support services, but extensive training programs, comprehensive User education beyond our documentation, group training sessions, or detailed consultation on event management strategies may require separate arrangements or professional services engagement.
8. QUALITY ASSURANCE AND PERFORMANCE MONITORING
Service Quality Standards.
All support interactions are governed by our commitment to professionalism, accuracy, helpfulness, and respect for User diversity and accessibility needs. Our support team undergoes regular training on platform features, accessibility best practices, customer service excellence, and evolving User needs.
Performance Monitoring.
We continuously monitor support performance through response time tracking, resolution rate analysis, customer satisfaction surveys, ticket volume and trend analysis, and regular review of support interactions for quality assurance purposes.
Continuous Improvement.
User feedback drives ongoing improvements to our support services, including updates to documentation and self-service resources, enhancement of support team training and capabilities, development of new support tools and processes, and refinement of response time and service quality standards.
Escalation Procedures.
Complex issues are escalated through appropriate channels including technical specialists for platform-related problems, product management for feature requests or bug reports, legal and compliance teams for policy-related questions, and senior management for significant account or business issues.
9. SUPPORT POLICY MODIFICATIONS AND UPDATES
Policy Updates.
Eventably reserves the right to modify this Support Policy at any time to reflect changes in business operations, staffing levels, technology capabilities, or User needs. Material changes will be communicated through email notifications, Platform announcements, or updates to this document with appropriate notice.
Service Level Adjustments.
Response time commitments, support availability, or service scope may be adjusted based on business requirements, resource availability, or changes in User volume and needs. We will provide reasonable advance notice of any reductions in service levels.
Feedback Integration.
We regularly review User feedback regarding support services and integrate suggestions for improvement into policy updates and service enhancements. Users are encouraged to provide feedback about their support experience to help us maintain and improve service quality.
10. CONTACT INFORMATION AND SUPPORT ACCESS
For support assistance, please use the following contact methods based on your specific needs:
General Support Inquiries:
Email: talktous@eventably.com
Response Time: Within 1 business day
Technical Issues:
Available: Monday-Friday during business hours
Urgent Account Issues:
Phone: +1 443-714-6008
Available: Monday-Friday, 9:00 AM to 5:00 PM Eastern Time
Business Address:
Eventably, LLC
3601 Patuxent River Road
Davidsonville, MD 21035, USA
Note:
This Support Policy and Service Level Agreement is subject to and incorporated into the Eventably Terms of Use. The terms and commitments outlined in this Policy represent our best efforts to provide excellent customer support while maintaining realistic and sustainable service levels for our growing User community.
Last Updated:
June 24, 2025