How does Lumin support a village?

Lumin supports villages through a three-tier model — designed so help is always nearby, but escalation paths are clear when needed.

Tier 1 — Village staff and Lumin champions

Most everyday questions are answered inside the village itself.

• Village staff — community managers, activity coordinators, IT support staff — handle questions that relate to village content (the handbook, events, Community Messages, maintenance) and basic Lumin features.
• Lumin champions — residents (and sometimes staff) who've been equipped to help others — are the first line for resident-to-resident help. They can show how to make a video call, send a photo, set up a Supporter, find a podcast. This tier resolves the majority of day-to-day questions. It's also the most respectful path — residents get help from people they see every day, not a remote support line. There's a separate article on the champion model.

Tier 2 — Lumin Support

For anything village staff or champions can't resolve, Lumin Support is the next port of call. Lumin Support is available 9am–5pm every day, including public holidays in both Australian (AEST/AEDT) and New Zealand (NZST/NZDT) time zones (plus AI-assisted support 24/7). Reach by phone or email — see the contact article for details. Lumin Support handles:

• Account and access questions
• Configuration changes (Portal settings, modules, features)
• Device issues that need remote diagnosis or replacement
• Billing and plan questions
• Anything affecting privacy or sensitive information
• Refresher sessions and training requests
• Coordination across resident, family, and village Village staff usually have a primary contact at Lumin Support, but any staff member can call.

Tier 3 — Lumin technical team

For complex technical issues that Lumin Support can't resolve directly — platform bugs, integration issues, edge-case hardware faults, security questions — the issue is escalated to Lumin's technical team. Village staff don't usually interact with this tier directly. Lumin Support manages the escalation, keeps the village informed, and reports back when resolved.

When to use which tier

In practice, you don't have to think about which tier to use. Here's a rough guide:

• "How do I send a message to a specific group of residents?" → village staff figures it out, or asks Lumin Support
• "My resident's CareHub is offline and won't reconnect" → Lumin Support (they may already know)
• "We'd like to add a new module" → Lumin Support; if complex, they bring in the technical team
• "This integration with our care management software has stopped working" → Lumin Support; almost certainly escalated to the technical team

Response expectations

• Champions: as available — peer-to-peer help, not a help desk
• Village staff: per the village's own internal arrangements
• Lumin Support: same business day for most queries during support hours; AI-assisted support handles questions 24/7
• Lumin technical team: depending on severity, from same-day to several days for complex issues For genuine emergencies (resident safety), the response model is different — see the article on village emergency configuration.