Real humans, in your language, who know jewelry.
When something goes wrong on a busy Saturday, you do not want a chatbot or a ticket queue. You want a person who already knows what a memo, a hallmark and a margin scheme are. Gem Logic support is staffed by people who have spent years next to jewelers, in the languages your team actually speaks.
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How training and support work
A clear arc, from the first day of training to the second year of your shop using Gem Logic like a tool of the trade.
Onboarding training
Live sessions for sales, repair and management staff, on the real workflows your shop will actually use. Recorded so new hires can watch them later.
Day-to-day support
Chat, email and phone, answered by humans who know jewelry and know your specific setup. Fast on the shop floor, thorough on the bigger questions.
Quarterly check-ins
Once a quarter we sit down to review how the shop is using Gem Logic, what to tweak, what new features fit, and what the next twelve months look like.
What is included
Training and support are part of Gem Logic, not an upsell. Here is what your team gets, no separate package, no per-ticket fee.
- Live training sessions for your team, in your language, on the real workflows you will use
- Recorded sessions stored in your workspace, so new hires can catch up at their own pace
- A knowledge base with searchable articles, screenshots and short videos
- Live chat, email and phone support, with the same person following your case end to end whenever possible
- Gembot as your in-app assistant for the small day-to-day questions, with humans one click away when it matters
- Direct line to the engineers who built the product when something is genuinely broken
- Multi-language support: English, French, Dutch, Spanish, Italian, German and more, depending on your shop
- Help with roles and permissions when staff change, when a manager moves on, or when a shop adds new hires
- Refresher sessions when you onboard a new team member or open a new shop
- Optional on-site visits for larger shops or chains where it makes a real difference
Support that already knows jewelry
The biggest difference is the conversation. You will not have to explain that a memo is not a Post-it, that a hallmark is not a brand name, or that a customer's deposit is not the same as a sale. Our team grew up around jewelers and we hire people who do, too.
- We understand repair flows, intake, workshop handover, status updates and pickup
- We know POS workflows, refunds, deposits, exchanges, layaways, and gift purchases
- We speak the language of weights, carats, hallmarks, certificates and margin schemes
- We have seen the same questions across hundreds of shops, so the answers come fast
Support is also strategy
Most software treats support as a cost to minimize. We treat it as the place where we learn what to build next. The questions you ask, the workarounds your staff invent, the reports your accountant keeps requesting, all of it ends up shaping the product. That is why Gem Logic keeps getting better the longer you use it.
For larger shops and chains, the quarterly review becomes a strategic partnership: growth playbooks, peer benchmarking against similar shops, and a roadmap shared between you and us.
If a recurring support request points to something we should build, it often graduates into custom development and from there into the standard product, helping every jeweler on the platform.
Ready to transform your jewelry business?
Join jewelry stores worldwide who trust Gem Logic to run their business.