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Support Policy

We would request you to read our Support Policy before you initiate any complaint as it might resolve most of your generic queries.

 

When it comes to using an extension belonging to different technologies, the integration/implementation/upgrade method may vary from case to case basis. So in case your tool doesn’t work with a specific technology, we request you to find solution using an alternate method before you raise a support ticket. Visiting the official website of that particular technology could be the method to find answers to your questions. In case you still cannot resolve the issue, our support ninjas would be able to resolve your issues.

 

Issues Due to Version Change

When there are version changes in a particular technology, you may experience uncertain issues due to this version change. We have experienced that when there are version updates, the structure of the extension undergoes major changes and it can also destroy your extension. At such times, we will offer all the help we can. However, we would request you to practice patience and be rest assured that your issue will be dealt with priority. So trust us and wait until we work around the issue and fix it.

 

Secure Credential Management

When you approach the Brush Your Ideas’ Support Team, the team member will ask for FTP and Admin Panel details from you. These details are important to us as we need to go through your extension and understand the issue. Only then, we’ll be able to find the solution to your problem. Also, you should trust us with your details as we have worked with several industries for over ten years and are in their good books. We assure you that your details will remain confidential and private and we will never share them with anyone.

Remember that when we close your request, we get rid of the records of your credential from Brush Your Ideas’ database.

 

Chargeable Support Services

You can obtain 3 months of free support from Brush Your Ideas for all our systems. While offering you the support, we will answer your questions about Brush Your Ideas tool and find solutions to the errors/bugs/mistakes. In a nutshell, we will ensure that the tool works as smoothly as shown in the demo and performs the functionalities that we have promised.

We will not provide any free support for modifying the Brush Your Ideas tool and making it congruent to your business. In case you request for such services, they will be chargeable.

In case there is an error, flaw, failure or a bug in your live system and you’re getting unexpected results, we will take it as the problem from our side. But if the bug is not due to Brush Your Ideas and is occurring due to a flaw in technology, the services given for fixing that bug are chargeable.

For getting support from BYI team or for reporting the bugs, you can email us at support@brushyourideas.com. We will be happy to help you. Team Brush Your Ideas goes through weekend emails on the next Monday (GMT+5:30) when the week commences. Our support executives get back to the emails within 48 hours. When there are pending emails, we might take longer to revert. So please bear with us as we will try to get back to you at the earliest.

 

Before Reporting a Bug or a Query

Read the ‘User Manual’ of Brush Your Ideas and also get an access to the video tutorial and documentation to it. In case you have other questions, visit the Brush Your Ideas FAQ page and you will definitely find your answers.

 

Brush Your Ideas’ Free Support Services exclude the following

  •  Installation of Brush Your Ideas tool
  •  Compatibility check between Brush Your Ideas and other software
  •  Brush Your Ideas integration
  •  Bug fixes during installation
  •  Fixing bugs while upgrading Brush Your Ideas
  •  Customization of modules and themes
  •  Troubleshooting during BYI tool integration
  •  Optimizing the tool performance and fine tuning it
  •  Updating product versions and adding modules

 

Before you submit a ticket, always remember to:

  •  Provide your order id
  •  Give the website URL
  •  Give the name of the product (BYI Tool/BYI Store/BYI ERP)
  •  Mention details about the BYI Version
  •  Information about the issue
  •  Share screenshots of the error
  •  Give information about other extensions if you have used them

 

You can chat with our support executives anytime during the live chat. When there are issues pertaining to the BYI module or other technical queries, please write to us on support@brushyourideas.com. When there are detailed queries related to the customization costs or sales related inquiries, feel free to approach us whenever you want.

 

Our Support Team is available for chat during the following hours:

 

Monday - Friday 10:00 AM - 12:00 Noon IST | 1:30 PM - 5:30 PM IST

 

If we’re not able to respond to you promptly, you can leave us a message or email and you will hear from our support executives soon.

 

Brush Your Ideas has the right to change or modify the above given Support Policy without any prior notice.

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