Hours of Operation

Demo Software Support

Email support:  Within 3-5 business days

License reset policy: No license resets or transfers to another computer

Personal Software Support

Email support: Within 3-5 business days

License reset policy: No more than one remote license reset request every three months. Must explain the reason for the request to remotely reset the license. We may require that you send your error logs. A maximum of three remote license resets per year – following that, the user will need to purchase a new license or pay $35 to have their license reset remotely, log files will be required.

Unlimited remote resets due to verified hardware or software failure (indicated in logs).

Optional paid support for:

• Remote calibration
• Advanced calibration support (multiple sensors)
• On-site support
• Training

Pro Software Support

Email support: Within 24 hours on business days

One remote calibration session included free of charge per license/installation, must be scheduled seven days in advance. Must take place between the hours of 10 am – 4 pm CT Canada.

License reset policy: No more than one remote license reset request every three months. Must explain the reason for the request to remotely reset the license. We may require that you send your error logs. A maximum of three remote license resets per year – following that, the user will need to purchase a new license or pay $35 to have their license reset remotely, log files will be required.

Unlimited remote resets due to verified hardware or software failure (indicated in logs).

Optional paid support for:

• Additional remote calibration (over the 1 per license limit)
• Advanced calibration support (multiple sensors)
• Phone or on-site support
• Online custom training

Reseller Software Support

Contact us for information about reseller or enterprise level support, or see the Reseller Resource Center (Please note: the Reseller Resource Center is available only to Lumo Play users with active Reseller accounts).

Custom Software Development Support

Unless otherwise noted on your agreement, Lumo Play Custom Orders are supported for a period of 1 year. This support covers bug fixes and driver updates.

Email: On demand

Phone: Within 24 hours on business days

On-demand email support, scheduled phone support, and ongoing updates for the duration of your project development. 

Change Requests Policy

You will be permitted up to three change requests within five business days of the delivery of your game. Change requests are adjustments to speed, volume, and/or basic particle behavior, and do not include new code development or significant changes to the game style or interactions.

Lead Time and Licenses

The lead time is indicated in your custom order estimate. Development will start once graphics and payment are received. 

If you require your games to be completed in less than the estimated time, an additional 25% surcharge rush fee will be added to the cost of your game. 

You will need a Lumo Play account and paid software license to use your custom game. Information about the software licenses and prices can be reviewed here: https://www.lumoplay.com/interactive-display-software

Unless otherwise indicated, prices are in USD.

Hardware Support

Lumo Play does not sell or support hardware. You or your installer are responsible for ensuring that the hardware used in your installation meets the current recommended hardware requirements, and we highly recommend including a budget to keep your hardware maintained and updated to ensure that Lumo Play continues running properly. We typically recommend that cameras and computer systems be updated every 4-5 years. Projectors and display replacement times vary by the amount of usage and the display type.  If you run Lumo Play continuously in a permanent (or semi-permanent) installation, we recommend rebooting the system as frequently as is reasonable (at least once per day, if possible).  If your location closes overnight, shutting the computer and projector off overnight is a good idea to prevent overheating or other issues from affecting your equipment.

If you have an error or bug related to hardware that meets our current recommended hardware requirements, we want to fix it, and will accept bug reports and we may schedule remote desktop support related to hardware issues at our discretion.

If your error is related to unsupported hardware (bootcamped Macs, expired or unsupported cameras, hardware with specs below the recommended requirements, or adventurous setups using Siphon, OSC, alternative displays, or features that are still in alpha), we will cheer you on, but unfortunately we can't provide support for these types of installations.