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How we love to work together  

Emma Live

We’re so excited to be working with you.

This guide gives you a quick overview of how we support you - and how to get the very best out of partnering with our team. Clear expectations help us deliver exceptional service, especially around live events (where we all know last-minute requests and curveballs can pop up!).

Our goal? Smooth events, happy fundraisers, and a support team that feels like an extension of yours.

 

When We’re Available

Our core office hours are:
Monday – Friday, 9:00am–5:00pm (local time, excluding public holidays)

During these hours we’re available for:

  • Meetings
  • Onboarding
  • General support

Requests received outside these times will typically be picked up on the next business day.

If you need additional event-day or out-of-hours support, just let us know - we’re always happy to explore options with you.

 

How to Get Support

To make sure your request is handled quickly and efficiently, please contact us via one of the following channels:

Using these channels ensures your request is properly tracked and routed to the right team member - which means faster support for you.

 

Our Help Centre (Your 24/7 Backup)

Our Help Centre is available around the clock and packed with helpful guides, FAQs, troubleshooting tips, screenshots, and video walkthroughs.

It’s often the quickest way to find answers to common questions - especially when you’re mid-task and need a solution fast.

Visit anytime: http://support.emma-live.com

 

Response Times

During our support hours, we aim to respond within:

  • General enquiries: 1 business day
  • Urgent issues: as quickly as possible, typically within 1 business hour

During especially busy periods (hello, peak event season!), we’ll always keep you informed if there are any unexpected delays. Transparency matters to us.

 

Events & Planning Ahead

If you’re running a live event that we haven’t supported during setup, giving us a heads-up early makes a big difference.

We always recommend:

  • Testing event flows (e.g. guest sign-in) and fundraising journeys (e.g. placing bids) ahead of launch
  • Sharing key dates and deadlines with us as early as possible
  • Flagging high-volume or time-critical milestones

The more visibility we have, the better we can support you - especially when timing is tight.

Out-of-hours or event-day support is available on request or if included in your agreement.

 

Staffing, Hardware & Platform Requests

To help everything run smoothly:

  • Staffing or tablet hire must be confirmed at least 4 weeks before your event
  • Late requests may incur additional fees and are subject to availability
  • Feature requests are always welcome - we love hearing your ideas! Timelines can’t be guaranteed unless agreed in writing
  • You can submit feature requests via our website form or through your Account Manager

System updates take place every Wednesday at 7:30am.
You can see what’s been updated by visiting the Home page in your Emma account, or join one of our monthly Tech Tuesday webinars to stay in the loop.

 

A Final Note

We’re proud of the partnerships we build.

Emma isn’t just about software - it’s about service, collaboration, and showing up for our clients. We value respectful, open communication, and believe great results come from working as one team. If you ever have questions about how we work or what’s included in your plan, we’re here to help: hello@emma-live.com

Let’s make your next event a great one.