This Support Policy describes the terms and procedures under which Brush Your Ideas provides support services for its proprietary product(s) to its customers. Before initiating any complaint, you are requested to go through the policy first.
While working around tools of different technologies, if you come across any difficulty related to a particular technology, we would advise not to come up with a support ticket. You can visit the official website of that specific technology for the solutions.
We understand that there can be issues due to the version change of a particular technology. It is often observed that whenever there are such changes, its structure goes through drastic changes and may lead to destroying your tool. During such times, we would request you to be patient and wait until we provide the solution as it may take longer than expected sometimes.
Brush Your Ideas Support team might ask for FTP and Admin Panel details from you. We ask for these details as we need to go through your product (products/add-ons) to understand, identify and provide a solution to your problem. During such times, we would want you to trust us as we have been working with the customer service industries for over a decade and maintain good records. Your data remains absolutely confidential and we never share your details with anyone at any point of time.
Once we close your request, we remove all the records of your credentials from our database.
Brush Your Ideas provides 6 months of free basic support for one time license products. For any further support, you can refer to our support page from here. All the Saas based products have lifetime free support and updates. Additionally, support for customization would be chargeable.
When there is a bug, error, flaw or failure in your live system and it leads you to get an unexpected result, we consider it as the bug of Brush Your Ideas. However, if the bug is not because of Brush Your Ideas and is related to technology; then we would charge a fee to fix that error, failure, mistake or bug.
Payments made on www.brushyourideas.com could sometimes fail or remain in a pending stage.
Note: If your payment is still processing, you will see a "We haven't received payment confirmation from your bank or credit card yet". In such cases, do not attempt paying a second time unless you're sure that your payment failed. If you accidentally pay twice, we'll refund your extra payment within a few days.
Brush Your Ideas Support team will ensure that your money is not withheld at our end and will provide support in getting your withheld money back into your account. In case you wish to proceed with your purchase, you may require to initiate the transaction again in most such occurrences.
If you want support from us or need to report bugs, feel free to email us at email@example.com, and we will help you resolve the problem at the earliest. Brush Your Ideas processes weekend emails on the next Monday (GMT+5:30) at the beginning of the week. We get back to the emails with our replies within 48 hours. However, it might take longer than that if we are backlogged. So we request you to have patience and we’ll definitely get back to you.
We might not be able to answer "How Do I…?" product/addon/plugin customization question. If you need help with customizing and modifying your product, we would request you to visit the Developers’ community or Community Forum of that particular technology wherein other customers offer help and feedback.
We request you to read the ‘User Manual’ of each of our products and also find the link to the documentation and video tutorial for each one of them. (if available)
For more questions, you can visit the FAQs page related to each product and it is sure to help you.
Feel free to get in touch with us anytime during the live chat. If you have any issue pertaining to the module or any technical query, feel free to write to us - firstname.lastname@example.org. In case of a detailed query pertaining to the cost of customization or any other sales related inquiry, get in touch with us anytime - email@example.com.
You can initiate live chat with us during the below given hours:
Monday - Friday 10:00 AM - 6:00 PM (GMT + 5:30)
In case we do not respond promptly on the chat, please leave us a message or email us and we’ll get back to you.
We have the rights to bring changes to the above given Support Policy without any prior notice.