Customer Service & Support
Our Support Plans
Unlock exceptional customer care with our tailored support plans, designed to meet your unique needs. Enjoy 24/7 assistance, expert guidance, and quick resolutions. Choose the perfect plan to ensure your success and satisfaction today!
Classic Support
Premium Support
Schedule guided one-on-one onboarding sessions with our product experts and gets 24- hour multi-channel assistance. Premium support gives you that extra boost you need to configure and successfully roll out your New Project Development for your business.
Enterprise Support
Enterprise Support is an all-in-one service that combines prioritized technical assistance and issue resolution with strategic account management, insight-driven guidance, and pre-emptive support. Eligibility to subscribe to Enterprise Support is determined during the product purchase process.
Our Support Policy
At Brandrisic, we go beyond creating software that addresses your business challenges. Our dedicated support team is equally committed to helping your business adopt our products and achieve your goals. Our diligent support staff excels at identifying issues, resolving them proactively, and assisting you every step of the way.
The table below outlines Brandrisic’s customer support tiers and the services included:
|
Plan
|
Basic
|
Classic
|
Premium
|
|
Availability & Cost
|
Available by default for all Clients with your Project / Product
|
Available by default for all Paid Project / Product AMCs
|
Custom Pricing as per
requirement.
|
|
SLA
|
✓
|
✓
|
✓
|
|
Response time
|
24 Hours
|
8 Business Hours
|
1 Hour
|
|
Live chat support
|
|
8 Business Hours x 5 Days
|
24 hours x 5 Days
|
|
Phone support
(Toll-free)
|
|
8 Business Hours x 5 Days
|
24 Hours x 5 Days
|
|
Knowledge base
|
✓
|
✓
|
✓
|
|
Community forums
|
✓
|
✓
|
✓
|
|
Email support
|
✓
|
✓
|
✓
|
|
Self-service portal
|
✓
|
✓
|
✓
|
|
Remote assistance
|
|
✓
|
✓
|
|
Onboarding
|
|
|
✓
|
Business Hours: 09:30 AM to 06:30 PM from Monday to Friday
Note : ‘Maximum Response time’ refers to the time our representatives will take to respond to the support issues raised by you. This does not indicate the issue resolution time. ‘Onboarding’ refers to one-on-one guidance and coaching sessions from our product / Project experts on how to set up and useYour Project / Product efficiently for your business.
Enterprise Support and Technical Account Management Policy
Included Services:
-
Dedicated Technical Account Manager (TAM):
A dedicated TAM will work closely with your company, prioritizing and managing your subscription, support, and service requirements to deliver a personalized experience. -
24/7 Support Availability:
Support is available 24/7 with a maximum response time of 1 hour. -
Multi-Channel Support:
Support can be accessed through E-mail, Toll-free Call, Chat, and Screen-sharing assistance. -
Quarterly Reports and Recommendations:
Receive quarterly feature-usage reports, feature recommendations, and best practices to optimize the performance of our products for your business. -
Access to Resources:
Access to all documented resources and user guides.
Terms and Conditions :
1. Scope of Support:
- Support plans are strictly for technical issue resolutions.
- Technical support will be provided only for Ongoing Projects Only.
2. Remote Support Only:
- Support is provided exclusively through remote channels.
- No physical training or support will be included in these support plans.
3. Exclusions:
- Digital Marketing | Branding | SEO | SMO consultations and IT consultations are not included.
- For IT consultation needs, separate plans are available starting from 15,000 per 1-hour consultation meeting (remote meeting only).
Meeting Platform:
- All online meetings will be conducted through our Zoho Meeting Platform.
- No physical meetings will be arranged under these support plans.
Payment Terms:
- All support plan payments must be made 100% upfront.
Support Requests:
- All support requests will be served only if your Support Plan Subscription is active. Otherwise, you must renew Support Policy Subscription Plan before raising any support requests in All Support Plans.
