PINE is a self-service platform that offers various support opportunities for organizers before and during their events.
If you have a monthly subscription on our platform, you have access to the online chat with our support team and to all our knowledge database in the Help Center. It is located in the left bottom corner of the screen in the organizer account. You can also write to us at [email protected].
There you can find the link to the chat and our email address.
The support level mentioned above is basic and it is available for all organizers for free during business hours.
Please find the Support Coverage hours Monday to Friday below:
10 AM - 10 PM - Moscow Time (GMT +3)
8 AM - 8 PM - London Time (GMT +1)
3 AM - 3 PM - EDT Time (GMT -4)
4 AM - 4 PM - Argentina Time (GMT -3)
Moreover, PINE offers different support add-ons that can be helpful to any organizer. This is the list of additional support that can be provided during an important event:
Priority Access to Development and Product Team
Remote Live Event Support (during business hours)
Remote Live Event Support (after hours)
Please note that these support add-ons will cost extra apart from the subscription.
The account manager is a person involved in the pre-event process (preparing the event, make settings, content uploading). Please note that the account manager supports only organizers and doesn't support sponsors, speakers, etc. The manager will be available via chats, emails, and video-calls. The time for calls should be discussed in advance but during business hours. Account manager’s coverage hours - 9.00 - 18.00 (GMT +2).
The account manager can suggest organizer best practices and this person is not a priority live support during the event. The account manager is available during the day depending on the general schedule of a particular person, but still within the business day. If you need high priority support during the event - it is another support add-on (remote live event support).
Please pay attention to the fact that the number of calls with the account manager is limited - you have up to 10 calls per billing period, 1 hour for each. You can have 2 calls per week. Days of events are not included. All calls need to be scheduled in advance as well.
The price for such an add-on is $400 in addition to the monthly subscription.
Priority access to the development and product team may be useful when you want to add a unique feature to the platform or customize it according to the event format and your needs.
Please note that this possibility should be discussed in advance with our team and there will be an additional cost depending on the feature requested.
Onboarding Calls/Training are designed for a full understanding of the platform and how to create an event. In this case, our manager provides you a training call that covers different features and possibilities of the system and the event management.
These calls are prepared exclusively for the client’s (organizer’s) request and goals.
The price for this supporting add-on is $100 per hour.
Remote live event support during the event days includes a quick response to the client’s problems and difficulties that arise during the live event. The day before the event, our manager creates a private chat for you and our support team. This chat has pre-defined working hours according to the event and the client’s needs. An organizer can contact our support team via this chat and receive a fast solution to the problem.
This add-on costs $250 or $500 per day, depends on the dates and time of the event. If the event is going during our support team working hours, it's $250/day. If not - $500 per day. The working hours of our support team were mentioned above.
In case you want to request one of these support add-ons, please contact your account manager in order to make the order and purchase the necessary support.
If you have any questions left, feel free to contact us at [email protected].