Support

1. Getting help

Email support@lumina-erp.com. A person on our team reads every message.

To help us answer quickly, tell us:

• your name, your workspace and the email address you sign in with
• what you were trying to do, what happened, and when
• any error message, and a screenshot if you can

Please do not send passwords, full card numbers or other secrets. We will never ask for them.

If we need to see what you see, we may ask your permission to open a read-only support session. It ends after 30 minutes or sooner, and your workspace’s audit log records it.

2. What to expect

We answer support email during business hours, Monday to Friday, 8 a.m. to 5 p.m. Central Time (CST or CDT), except U.S. federal holidays. We aim to send a first reply within one business day. This is a goal, not a guarantee, and it does not create a service level agreement.

Some problems take longer to fix than to answer. If so, we will tell you what we know and keep you updated.

If your company has an order with us that includes a service level, that order sets the terms.

3. Connecting Google, Microsoft and Zoom

You need a Lumina Leads account in an active workspace, and your own Google, Microsoft or Zoom account. Each person connects only their own account.

• Sign in to Lumina Leads, open Settings, and choose Calendars.
• Choose Connect Google Calendar, Connect Outlook calendar or Connect Zoom.
• Sign in to that account if asked, review what Lumina Leads is asking for, and choose Allow.
• You come back to Settings, Calendars, with a message that the account is connected. Your events appear in the Lumina Calendar after the first sync, and changes you make at Google or Microsoft appear within about 15 minutes.

If you use a Microsoft work or school account, your organization’s administrator may need to approve Lumina Leads once before you can connect. If you see a message that you need admin approval, send it to your IT team.

Once connected:

• Your synced events appear in the Lumina Calendar next to your CRM meetings, from 30 days ago to 180 days ahead.
• Teammates see your events only as busy time. To let them see titles, times, places and join links, set Teammates see to Event details in Settings, Calendars. Events you mark private or confidential always show to others as busy time only.
• To create a Zoom meeting, schedule a meeting in Lumina Leads and choose Zoom. Lumina Leads creates, changes or cancels events and Zoom meetings only when you do that in Lumina Leads.

If a connection stops working, disconnect it and connect it again. If that does not fix it, email us.

Our privacy notice explains exactly what we store and who can see it.

4. Disconnecting and removing access

The quickest way is in Lumina Leads: open Settings, choose Calendars, and choose Disconnect next to the account. We delete its stored tokens and synced events right away.

You can also remove access at the provider:

Google

Go to myaccount.google.com/permissions, choose Lumina Leads, and remove its access.

Microsoft work or school

Go to myapps.microsoft.com, open your account’s app permissions, and revoke Lumina Leads. If your administrator approved Lumina Leads for your organization, they can also remove it in Microsoft Entra.

Microsoft personal

Go to account.live.com/consent/Manage, choose Lumina Leads, and remove it.

Zoom

Sign in to the Zoom App Marketplace, choose Manage, then Added Apps, find Lumina Leads and choose Remove.

What happens next:

• If you remove Lumina Leads from Zoom, Zoom tells us and we delete the stored tokens and that connection’s synced data right away.
• If you revoke access at Google or Microsoft, we detect it at the next sync, about every 15 minutes, and then delete the tokens and synced events.
• Zoom meetings you already created stay in your Zoom account.
• Lumina Leads can no longer see your calendar or create meetings for you until you connect again.

5. Exporting or deleting data

Export

Admins can export the whole workspace at any time from Settings, on every plan. Download the file within 7 days, after which it expires.

Delete records

Your team can delete records in the workspace, depending on their role.

Close a workspace

An admin can close the workspace in Settings. It stays in a closing period for 30 days, during which admins can still export it or ask us to reopen it. After that, we permanently delete it.

Your own data

To get a copy of, correct or delete the personal information we hold about you, email support@lumina-erp.com. We will confirm it is you before we act.

If your details are in another company’s workspace, that company decides what happens to them. Contact it first. If you write to us, we will pass your request on.

6. Reporting a security issue

If you think you have found a security problem in Lumina Leads, email support@lumina-erp.com with “Security” in the subject. Tell us what you found and how to reproduce it.

• Do not access, change or delete data that is not yours, and stop as soon as you see someone else’s data.
• Do not run tests that could harm the service or other customers, such as denial-of-service attacks or spam.
• Give us a reasonable time to fix the problem before you share it with anyone else.

We will confirm we got your report and keep you updated while we look into it.

If you think someone got into your own workspace, tell us right away, and ask an admin to deactivate any accounts that should not have access.

7. Contact us

Email support@lumina-erp.com for help. For formal legal notices, email documents@lumina-erp.com. Our mailing address is below. It is a mail service, not an office, so please do not visit.