HELP THAT'S
ACTUALLY THERE
Real humans. Fast answers. A team that knows your event by name. Whether you're three weeks out or three minutes from showtime, we're with you.
The basics, sorted
Whether you're on the Free plan or running multiple ceremonies, these come as standard.
Searchable knowledge base
Step-by-step guides for every module, written by the team that built it. Browse the Help Centre or jump to the FAQ.
AI Setup Wizard
Describe your event in a sentence. The wizard pre-fills your modules so you're working in minutes, not weeks.
Status page
Live component checks on the status page, and major incidents emailed to your account admins. There is no public subscribe list — see the note below.
Real humans,
fast answers
From Professional upwards, every issue gets a written response time. No "we'll get back to you when we can." No queues you can't see.
FREE
Self-serve and ready when you are
- Help documentation
- AI Setup Wizard
- Status page + major incidents emailed to admins
- First reply: Best effort — no written target
PROFESSIONAL
Email support with a written response target
- Email support@accolade.live
- First reply within 1 business day
- 30-min onboarding call
- Quarterly platform check-in
ENTERPRISE
A named contact who knows your account
- Priority email — same person every reply
- First reply within 4 business hours
- Half-day setup session
- Monthly check-in call
- Vote on the product roadmap
AGENCY
Direct founder line on the nights that matter
- Priority email — same named contact
- First reply within 1 business hour
- Founder direct line on registered event days
- Bespoke onboarding + training
- Direct line to the founders for product input
Response targets
and severity
This is the table our Terms of Service §10 refers to. Same definitions, same numbers, rendered from the same source, so the contract and this page cannot say different things.
| Severity | What it means | Free | Professional | Enterprise | Agency |
|---|---|---|---|---|---|
| P1 — Outage | The platform, or a station you rely on, is unavailable or unusable for all of your users. | Best effort | 1 business day | 4 business hours | 1 business hour, and 1 hour 24/7 on registered event days |
| P2 — Broken feature with workaround | A feature does not work as documented, but there is a way to get the job done in the meantime. | Best effort | 1 business day | 4 business hours | 1 business hour |
| P3 — Question or minor issue | A question, a cosmetic defect, or a request for guidance. | Best effort | 1 business day | 4 business hours | 1 business hour |
Business hours means Monday to Friday, excluding bank holidays in England and Wales. A reply sent outside those hours counts towards the next business day.
Event days. Agency customers additionally receive a 1-hour first response to P1 reports, 24/7, on event dates registered with us in advance. Outside registered event dates, the Agency target published on accolade.live/support applies.
Free plan. Community and documentation support only. There is no written response target on Free and we would rather say so here than let you find out during an event.
If we miss a target. We do not currently offer a service credit against this target, because we do not yet publish measured availability and we will not price a remedy on a figure we cannot show you. Service credits will be introduced alongside published availability monitoring, and the calculation method will be published with them. Until then this target is a commitment we hold ourselves to and not a formula, and your remedies are the ones the rest of these Terms give you — nothing here is your sole or exclusive remedy. The first-response targets in the table above are commitments we hold ourselves to; if we miss one, tell us at support@accolade.live and we will tell you what happened.
Event night,
covered
The night of your ceremony isn't the night to be on hold. Agency tier puts a founder one message away — including evenings and weekends — on every date you've flagged as a live event. Outside those dates, the Agency target in the table above applies.
You tell us when your events are
At onboarding, Agency customers give us their event calendar. On every registered event date — ceremony night, judging deadline, sponsor reveal — you get a direct founder line. No paying for cover you don't need.
Founder direct line on event days
Agency customers get a contact who's reachable on registered event days, including evenings and weekends. Drop a message during your ceremony, you get a real person. Not a ticket queue.
Status page kept live
Live component checks on the public status page, and any incident affecting your event is emailed to your account admins. We do not run a public subscribe list, and this page no longer says we do.
Backed by the platform itself
We target 99.9% uptime, excluding announced maintenance. Availability is not measured or published today. Nothing in the platform records availability history, and accolade.live/status says so rather than showing a percentage nobody computed. Terms §10 sets out what that commitment is and is not. Hosted on Render, Frankfurt (EU). Database on Aiven managed MySQL, reached over TLS. Encrypted in transit and at rest — the detail is on our Security page.
Live in days,
not months
Most Professional customers run their first event within four weeks. Enterprise and Agency customers get a full setup team behind them.
Tell us about your event
A short call (or AI Setup Wizard for Free + Pro) captures categories, dates, sponsors, judges.
We populate the platform
AI Wizard pre-fills every module Enterprise+ unlocks — press releases, speeches, run of show, the lot.
Training for your team
Two live training sessions on Enterprise. Bespoke programme on Agency. Recorded for new joiners.
Ongoing check-ins
Quarterly on Pro, monthly on Enterprise, bi-weekly on Agency. We surface what's working, what to improve.
Built to keep going
Application and database hosted in the European Economic Area — see the sub-processor register for where each third party processes. Daily encrypted backups. Multi-tenant isolation on every read and write. Your data is yours, always.
A commitment, not a credit formula. We do not publish measured availability yet — see Terms §10.
Application on Render in the Frankfurt region, database on Aiven. Details on GDPR.
TLS 1.2 or higher in transit.
QUESTIONS? TALK TO US.
Start free and run a real event on the same codebase as every paid tier, or book 30 minutes and we'll walk through which support level fits. Answers to the common questions are on the FAQ and the step-by-step guides are in the Help Centre.