Support and Services

idloom.events Support and Services

We've focused all our efforts on providing you with the easiest-to-use platform possible. However, we're aware that each case is unique, and that despite the wide range of features on offer, we could always do more.

That's why we have a team of account managers on hand to help you achieve your goals.

List of the typical services we are happy to offer

Type of request	Your Pricing Plan				Price
Type of request	Light	Plus	Premium	Corporate	Price
Bug report and resolution Our R&D Team is permanently working on new features and product improvements. Every version is fully tested before its release. Despite this, it's not impossible for small imperfections to creep into the code, and it's important for us to resolve them as quickly as possible. Of course, this only applies to the platform and its standard features. Bugs related to custom development or integration are not covered here.	V	V	V	V	Free
General support and trainings Do you have a question about the product, how to use it or how to achieve a specific task? Don't hesitate to contact your Account Manager or our Support Team. This covers standard features' support, used as intended.	V	V	V	V	Support or Hotline pack
Event setup or custom development Need even more features, integration with another application, like a CRM, your accounting software, etc.? Don't hesitate to contact your Account Manager to estimate feasibility, budget and timing.	x	V	V	V	Support Pack
Custom design You have very precise needs in terms of design and branding? You need our Front-End team to change the code to fit your needs? We would be pleased to help you with this.	x	V	V	V	Support Pack
Custom URL You want to use your own domain name for your event website and/or as email-from domain? We will help you with its configuration, DNS update, SSL key installation...	V	V	V	V	450€/year 450$/year
Custom fonts Not happy with the default font list available in the custom theme part? Send your own font files to your Account Manager or our Support Team and we'll be pleased to add it to your list of fonts.	V	V	V	V	200€ 220$
GDPR Cookie banner Should you have your own GDPR cookie tool, you can add it in the "Analytics & Tracking" part of your profile or event. If you don't, we're pleased to help you in configuring a cookie-script just for you.	V	V	V	V	400€ 450$
New online payment provider You didn't find your payment gateway in the long list we're already integrated with? Don't hesitate to contact your Account Manager to estimate feasibility and timing. Please note that if this is a payment gateway of your own or if its distribution is very limited and you're the only one to use it, we may ask you a fee to keep the integration up to date with future evolution or version.	x	x	V	V	6.960€ 8,400$
SSO integration Want to integrate your idloom back-end and/or registration forms with your Single Sign On? Just contact you Account Manager who will introduce you to our Security Specialists.	x	x	x	V	6.960€ 8,400$

How does a Support Pack work?

A Support Pack is a reserve of prepaid support hours you can consume on demand. You have access to a wide range of services offered by your Account Manager and our Support Team.

The first step consists in ordering the number of hours you would need to achieve your projects or for a certain period of time. You can then start to collaborate with your Account Manager and our Team.

Depending on the type of request you make, and more precisely the kind of resources you need, we will log the time spent on these tasks and at the end of each month, produce a detailed timesheet for all the requested tasks.

The hourly rate is 115€ 125$

For account management and general support, 1 hour spent = 1 hour invoiced. Should you need IT specialists or Developers, the hours spent are multiplied by 1.3, and for Security or Compliance specialists, by 1.7.

Frequently Asked Questions

Do You have a Service Level Agreement?

Yes we do. Just visit idloom.events’ Service Level Agreement (SLA) page.

Do I have to pay for something not working properly on the platform?

No, of course not. If you encounter a bug or an issue with the application, we will fix it ASAP, it is, of course, for free and you will even receive our apologies. On the other hand, if the issue is due to incorrect configuration or misuse of the platform on your part, then it is not considered as a bug but a support. We will explain to you how to configure the application properly and how to solve the problem with existing features. The same with custom development we would have realized for you (and you would already have accepted), or integration you would have set up by yourself if there is an issue that is not related to the platform, fixing it will be considered as support.

Can I ask for a bulk estimate before starting a development?

Of course you can. If it's a request your Account Manager is used to and he can answer immediately, there is no specific fee for that. If we need to make an analysis of your request, make a technical briefing, etc. All the resources involved will log their time and it will be deducted from your support pack. Keep in mind that a bulk estimate is not 100% precise. We could make and estimate of 4 hours but spend 3 hours, which is good for you, or 5 hours which is not.

Can I ask for a fixed price project?

Yes, of course. We will produce a formal financial offer or estimate, and if further analysis is required, we will make a proposal for that part first. Please keep in mind that we cannot make a fixed price proposal for every type of task. e.g., if you ask for a proposal to run all the setup and registration follow-up of your next events without extended information about your registration process, how many people will participate, etc. We won't be able to make an estimate. And that's what the Support Pack is made for.

Is there an administrative fee applied for the timesheet-based support invoicing?

Yes, starting October 1st, 2024, a €50 administrative fee will be applied to months where the total support cost is below €150. This fee does not apply if no support is required or if the total exceeds €150. This policy ensures fairness in managing the extra work involved in processing timesheet-based invoices.

Hotline Pack

You consider your Account Manager as your best partner for any question you would have about the platform capabilities and usage? You don't want to consume that service using a Support Pack and receive a timesheet every time you call him? We agree the Hotline Pack is made for you.

It includes all tasks related to General Support and Training. Add this to your subscription and contact your Account Manager or Support Team for every question you could have.

	Bronze	Silver	Gold
Volume	Unlimited	Unlimited	Unlimited
Users	1	2	Up to 5
Profiles	1	1	Up to 3
Price / month (min. 3 months)	300€ 330$	600€ 660$	900€ 990$

Important note: The Hotline Pack only covers the General Support and Training as defined in the Service list. All other services are sold separately and will be invoiced at their rate price or must be covered by a Support Pack.

Legal information

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For US customers and users:

SAAS agreement for US

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