Support Policy

Please read our Support Policy thoroughly prior to initiating any complaint.

 

Magento may go tricky often, so, if in case of any issues pertaining to Magento, please don't initiate a support ticket. We suggest you visit official website of Magento for any issues, where you'll find nearly everything related to Magento.

 

We offer 3 months free support service for all of our paid products (extensions)

 Issues due to Magento Version Change

Also we would advice to be patient when it comes to magento extension/module issues because of change in Magento versions. Often with Magento upgrades, its structure receives drastic changes that can destroy our product (extensions/modules). Under these circumstances, we’ll try to fix everything as soon as possible but it may take longer than we expect in some instances.

 

Secure Credential Management

Our support team may ask FTP and Magento Admin-panel details from you. This is because often we need to check your product (extensions/modules) files to identify and resolve issues. Under these circumstances, we request you to trust us, as we’ve been into this customer service industry for more than 4 years with 0% error in this matter. We retain utmost data confidentiality and we ensure all your details are saved temporarily and not be shared with anyone or in any place. After closing your request we’ll destroy your credentials at our end.

 

Chargeable Support Services

We offer 6 months free support service for all of our paid products (extensions). Our support includes answering questions related to our products, bug/error fixing to ensure our product is working well in your website similar to our demo. We do not provide support for customizing our product to align with your business needs. So, customization request will attract a separate fee.

We consider a bug any error, mistake, flaw, failure, or fault in the live system that creates an incorrect or unexpected result, or lead to behave in unintended ways, due to the exclusive fault of Brush Your Ideas. If the bug is not the exclusive fault of Brush Your Ideas, for example it's a platform or a Magento bug, the error, flaw, mistake or failure will be considered as chargeable fixing and the same will be charged accordingly.

To ask for support or report bugs, please email us at (sales@brushyourideas.com). We will try to resolve the issue at the earliest possible. Please be informed that all weekend emails can be processed on next Monday (GMT+5:30) when the week starts. Usually we reply emails within 48 business hours, but sometimes it may take more. In such situation we request to keep patience and trust on us.

 

Before submitting a Bug/Query:

  •  Please keep in mind that we do not answer "How Do I…?"/product (extensions/modules) customization questions. If you need help to customize/modify your product (extensions/modules), please visit Magento Commerce Forum or our Community Forum, where customers help each other.
  •  Read the documentation, each product (extensions/modules) package has a link to the documentation and an installation video-tutorial you may find on product page.
  •  Check our Frequently Asked Questions on each Product Page, you may find your answer quicker.

 

The following services are NOT covered by the support option:

  •  Installation of the purchased extension. This service is chargeable;
  •  Compatibility check between Magento and other software packages;
  •  Integration of the purchased products;
  •  Error correction caused during buyer installation;
  •  Error correction caused during buyer software upgrade;
  •  Modules/themes customization;
  •  Product integration troubleshooting;
  •  Magento performance optimization and tuning;
  •  Third-party developers consultation;
  •  Product version update with different module or theme

 

To submit a Ticket always remember,

  •  Include as many information as possible to explain your issue.
  •  You’re Website URL.
  •  Name of the product (extensions).
  •  Your Magento version.
  •  Screenshots (you can use this tool: Awesome Screenshot)
  •   If you installed extensions, specify which are these
  •  Your Order ID.

 

Contact us Data & Other Optional Information:

During the process of get in touch, you will be requested to complete a registration form setting out basic online contact information about yourself. Such sensitive personal information shall include but not limited to following:

  • Name
  • Email Id
  • Inquiry
  • Your website
  • Budget
  • Summary
  • Message

 

E-mail information:

You agree and acknowledge that when we receive e-mails from you, we may retain the content of any e-mail messages sent to us, as well as details of your e-mail address. You further agree and acknowledge that we shall use your email id and mobile number information for sending promotional/informational messages.

 

At any time you can approach us via live chat regarding any query, we insist that if you have any issue related to module or technical query please drop us email on support email (sales@brushyourideas.com).

 

For Any detail query related to customization cost and sales enquiry you can approach our sales department any time (sales@brushyourideas.com).

 

We are available on live chat on below time

 

Support Time: Monday - Friday    10:00 AM - 12:00 PM | 1:30 PM - 5:30 PM

 

Please note that it is possible that we may not be available at certain time in weekday for online chat, we suggest you to live us message or email us if we are not around.

 

Kindly note that we reserve the right to change or modify current Support Policy with no prior notice.

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