Ongoing Support
Human support is a platform feature. Not an afterthought.
Every Lumin CareHub is backed by a team of real people - monitoring every device 24/7/365, deploying updates remotely, and providing direct support to users, families, and operators 7 days a week. Technology alone does not build trust with older people and their families - people do.
Available 9:00am - 5:00pm, 7 days a week.
AU: 1300 336 038 · NZ: 0800 700 151
Average customer satisfaction
How Support Works
Three layers. Always on.
24/7/365 - Automated
Device monitoring
Every CareHub and connected peripheral monitored around the clock. Connectivity, battery, sensor health, device status - issues identified and resolved proactively.
7 Days a Week - Real People
Human support
Our support team is available 7 days a week for users, families, supporters, and operators. Real people who know the platform and the context - forming the foundation of every support experience.
Coming Soon
AI-assisted support
We're building AI capabilities to extend our support to true 24/7 availability - while always ensuring a human team is there to fall back on when it matters most.
What Our Support Team Provides
Included in every subscription
Direct support
Phone, email, and video support for users, families, and operators. Speak with someone who understands Lumin - in the way that suits you best.
Proactive check-ins
Regular customer success check-ins to make sure the platform is delivering value - not just working, but working well for your users.
Over-the-air updates
OS and app updates deployed remotely across the entire portfolio. No site visits, no user action, no disruption.
Warranty & servicing
1-year standard warranty. Extended 3-year and 5-year back-to-base options available across Australasia.
Personalisation
Contacts, entertainment, reminders, and settings updated remotely - by our team, by supporters, or by the operator.
Custom reporting
Delivery of standard and custom reports on engagement, usage, and community activity - for operators and stakeholders.
Support that's always there
Questions about how Lumin supports your users, your team, or your organisation? Get in touch.
Get in Touch