Partner Support
InnovAlda is committed to providing all the support we can to region representatives using Lumieos. This page covers the support channels available to partners and the options for event-day support.
Region Slack Instance
The primary support channel is the Central Valley Robotics Slack instance. This is InnovAlda’s preferred method of communication and support.
- InnovAlda will acknowledge messages as soon as possible during Pacific time working hours and work toward resolution the same day.
- InnovAlda staff are not employed full-time on Lumieos, so hours vary daily. The team is based in California and is generally more active on weekday evenings.
Key Channels
| Channel | Purpose |
|---|---|
| #gitlab-alerts | Development progress and deployment notifications |
| #lumieos | General discussion, feature requests, and support |
Alternative Contact Methods
Email and phone contact information is available to authenticated region administrators on the Support & Contact page within Lumieos.
Note: Response times are slower via email and phone compared to Slack. There is no guarantee of a phone answer outside of contracted support hours.
Public / Event Support
Public Support (Free)
InnovAlda does not provide active direct support for teams, volunteers, and event participants. The first line of support is intended to be the region organization itself, since users often conflate technical issues with organizational requirements.
The following public support channels are available:
- Public documentation — can be freely shared with your region’s users
- Email ticketing — available for technical issues (region policy questions will not be answered)
- Community Slack — public Slack instance for community-connected support
Event Support (Paid Contract)
InnovAlda can provide on-call support for specific days or weekends as needed. Reach out to InnovAlda to discuss pricing and availability.
During the contracted support period, the following additional methods become available:
- Phone — Anyone can call and enter the event-specific support PIN to be placed in a priority queue with InnovAlda staff.
- Text — The same phone number accepts text messages. Include the support PIN in the initial message for priority triage.
- Dedicated Slack channel — A private channel in the region Slack instance for region staff to alert InnovAlda directly.
- Volunteer Slack channel (optional) — A dedicated channel for event volunteers. Requires assistance from the region to invite the appropriate users.