2BrightSparks Pte Ltd Support Policy
Introduction
We provide many free support solutions of our software which include: software Help Files (click the help button from within the program); Online Tutorials; an extensive KnowledgeBase; and a lively Forum.
You can also keep right up to date with the latest news and updates about all our software by subscribing to our Spam free Mailing List.
In addition, users of our commercial products may submit a support ticket: Login or Register or Find out How.
NOTE: Support ticketing is only available using English, and is not available for freeware or previous major versions of our software (for example SyncBackSE/Pro V5).
Before Requesting a Support Ticket
Please don't request a support ticket 5 minutes after installing the program for the first time. This allows us to spend more time on making the program even better for you...
- Read the help file.
- Try our Tutorials.
- Refer to our KnowledgeBase.
- Search our Forums.
- Check you have the latest version installed. Install over your current version. Do not uninstall first.
- Try to narrow down any problems, e.g. is it with the FTP server? Is it with the Windows Task Scheduler?
- Please explain clearly how to reproduce the problem, and provide us with as much detail about your system as possible.
- If we cannot replicate a problem then it's very unlikely we can fix it.
Support Policy
2BrightSparks Pte Ltd endeavors to respond to usage questions or bug reports in a timely manner, and to resolve problems in due course, taking into account the severity of the problem. All issues will receive our best effort, but we cannot guarantee a resolution of all support issues, nor can we guarantee their resolution within a certain time frame.
We support current major versions of our software available via our downloads page:
http://www.2brightsparks.com/downloads.html
We do not support earlier versions of our software. The primary reason for this is to ensure our software users enjoy the most stable and feature-rich version available.
Please read this document carefully to understand the full terms of our Support Policy.
Scope of Coverage
2BrightSparks Pte Ltd Support will cover common software related issues such as: Feature questions, basic set-up questions, and software errors.
Support will not cover: non-software related issues, operating system specific issues (including specific FTP configuration), freeware issues.
Hours of Support
Free Support to Commercial Licensees for Users of Purchased Products is available Monday to Friday.
Free support is not available for the following days:
Weekends and Public Holidays
Christmas Day
New Years Day
Chinese New Year
Easter Weekend (Good Friday through Monday)
Methods of Support
Online Support Center
The online support center is your one-stop destination for everything support related. From our online tutorials, KnowledgeBase, forums, and support request ticketing system:
For Online Support, contact http://www.2brightsparks.com/help/
* NOTE: Support ticketing is not available for freeware or previous major versions (for example SyncBackSE/Pro V5).
Community Forum
2BrightSparks provides a support Forum for all our software, including freeware. If you've tried searching our FAQ's and your question is still not answered, go to the Forum where you'll find advice from other users. This is a free support resource and is available at:
http://www.2brightsparks.com/bb/
Unsupported Methods of Support
To ensure that support requests are logged and tracked properly, we will only respond to requests submitted through the Online Ticketing system. We reserve the right to not respond to requests via email, or telephone.
Limitations to scope of support
1. Support requested is for an unsupported product, or non-software related issue.
2. Abuse of our support representatives in any way will result in a caution, and then, if the abuse continues, support privileges will be removed from your account.
Support Period
Technical support for version 5 of both SyncBackSE and SyncBackPro has ceased. At the time of purchase customers receive a free support period of 30 days. After the free support period, 2BrightSparks Pte Ltd reserves the right to request service fees from clients seeking support.
Every effort will be made to resolve the issue at the time of response. Note that we cannot guarantee a resolution of all support issues, nor can we guarantee their resolution within a certain time frame.
2BrightSparks Pte Ltd
http://www.2brightsparks.com
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