Support
We respond within one business day.
Every plan includes email support. Pro gets priority response and live chat. Enterprise gets a dedicated contact and a 99.9% SLA. Send us a specific question and we'll send back a specific answer.
Product support
support@lumècrm.comQuestions about features, configuration, billing, onboarding, and migration.
Security & compliance
security@lumècrm.comHIPAA documentation, BAA requests, vendor questionnaires, audit scope.
By plan
What your tier includes.
Starter
from $79/mo
Response within 1 business day
Email (support@lumècrm.com)
Monday–Friday, 9am–6pm ET
Pro
Most chosenfrom $199/mo
Priority response · typically same business day
Priority email + live chat during business hours
Monday–Friday, 9am–6pm ET
- Migration support included
- Onboarding call with your team
- Priority queue for urgent issues
Enterprise
Custom
99.9% uptime SLA · named support contact
Named channel · dedicated CSM · priority queue
Extended hours, negotiated per contract
- Dedicated customer success manager
- White-glove migration and onboarding
- Architecture review and compliance documentation
- Custom SLA negotiation
Common questions
Quick answers.
How do I get my data out of my current platform?
Most platforms (Mindbody, Vagaro, Boulevard, Aesthetic Record) allow CSV export of client records, service catalogs, and appointment history through their reporting or admin section. Export those before your migration call — we will tell you exactly which files to download. If your platform charges for export, document that cost; it is worth knowing before you sign.
How long does onboarding take?
A typical medspa onboarding takes two to four weeks from contract signature to go-live. Week one: service catalog and staff setup. Week two: client import and consent form configuration. Weeks three to four: staff training and parallel-run testing. Enterprise onboardings with multi-platform migration take four to eight weeks.
Can I bring my own card processor?
Yes — Pro and Enterprise plans support custom merchant account integration. Worldpay, Square, Heartland, Authorize.net, and others are supported. Starter uses Stripe Connect (2.9% + 30¢, standard Stripe rates, no Lumè markup).
How does the AI SMS agent work?
The AI SMS agent (Pro and Enterprise) responds to inbound texts on your spa's toll-free number around the clock. It checks real-time availability, matches the service to an eligible provider, proposes appointment times, and books on the customer's confirmation. Staff can pause it per-conversation from the inbox at any time. It escalates to staff immediately for clinical questions, payment disputes, or any conversation that needs a human.
Where do I find my BAA?
Your Business Associate Agreement is included in your standard contract and is countersigned at time of signup. If you need a copy for a compliance audit or your legal team, email security@lumècrm.com and we will provide a signed copy within one business day.
What happens to my data if I cancel?
You leave with everything. CSV export is one click on every report at every tier — no fee, no request required, no waiting period. We retain data for 90 days after cancellation in case you need to export anything you missed. After 90 days, data is deleted per our retention policy.
Still have questions?
Send us a specific question.
We don't route to a bot first. Email goes to the team. If your question is about onboarding, migration, compliance, or a feature you can't find — just ask.
Or request a demo if you're evaluating Lumè for the first time.