Support Policy

Last Updated: September 2025
Contact: admin@brainconfiguration.com
Address: Surat, India

At BrainConfiguration.com, we are committed to providing reliable, efficient, and customer-first support to all our users. This Support Policy outlines how we handle support requests, response timelines, communication methods, and customer responsibilities. By using our services, you acknowledge and agree to the terms of this Support Policy.

1. Purpose of the Support Policy

The purpose of this Support Policy is to:

• Ensure all customers receive timely and professional assistance.
• Provide clarity on the types of support available.
• Define response and resolution timeframes.
• Set customer expectations on communication and cooperation.
• Maintain a transparent, fair, and accountable support process.

Our goal is not only to resolve issues but also to guide you in making the best use of our services and solutions.

2. Scope of Support

Our support covers the following:

1. General Assistance: Guidance on how to use the services provided by BrainConfiguration.com.
2. Technical Support: Troubleshooting errors, configuration issues, and access problems.
3. Billing & Account Queries: Assistance with invoices, payments, refunds (where applicable), and account management.
4. Service-Specific Queries: Support related to features, integrations, and functionality offered through BrainConfiguration.com.

The following are outside the scope of support:

• Third-party services not offered or managed by BrainConfiguration.com.
• Custom development, coding, or consultancy beyond the agreed service plan.
• Issues arising from customer-managed systems, servers, or software unless explicitly included in the service agreement.
• Hardware-related issues on customer premises.

3. Support Channels

We provide multiple support channels to ensure accessibility and convenience:

1. Email Support:
   • Primary support channel: admin@brainconfiguration.com
   • Available for all types of support requests.
2. Helpdesk / Ticketing System (if applicable):
   • Customers may log issues through our ticketing platform (accessible via BrainConfiguration.com).
   • Tickets are prioritized based on urgency and impact.
3. Knowledge Base & FAQs:
   • A self-service portal containing articles, tutorials, and step-by-step guides.
   • Customers are encouraged to review available resources before raising a support request.
4. Phone / Chat Support (where available):
   • Real-time support for urgent issues.
   • Availability may depend on the customer’s service plan.

4. Support Hours

• Standard Support Hours: Monday to Friday, 9:00 AM – 7:00 PM IST.
• Weekend & Holiday Support: Limited support may be provided for critical issues only.
• Response Times:
  • Standard Requests: Within 24 business hours.
  • High-Priority / Critical Requests: Within 4–6 business hours.
  • Billing Queries: Within 48 business hours.

Please note that response time refers to the initial acknowledgment of your query. Resolution time may vary depending on the complexity of the issue.

5. Priority Levels

We classify support tickets into priority levels to ensure efficient resolution:

1. Critical (P1):
   • Complete service outage or severe disruption affecting all users.
   • Response: 4–6 hours. Resolution: As soon as possible.
2. High (P2):
   • Major feature not working, but the system remains partially functional.
   • Response: 12 hours. Resolution: Within 1–2 business days.
3. Medium (P3):
   • Non-critical issues, minor errors, or usability concerns.
   • Response: 24 hours. Resolution: Within 3–5 business days.
4. Low (P4):
   • General queries, how-to questions, or enhancement requests.
   • Response: 48 hours. Resolution: As scheduled.

6. Customer Responsibilities

To ensure efficient support, customers are expected to:

• Provide complete and accurate information when raising support requests.
• Clearly describe the issue, including error messages, screenshots, and steps to reproduce.
• Use the correct support channels (e.g., email or ticketing system).
• Maintain updated contact details to receive support communications.
• Cooperate with our support team by promptly responding to requests for clarification.

Failure to provide necessary information may delay the resolution of your issue.

7. Escalation Process

If you believe your issue is not being addressed within reasonable timelines:

1. Contact our support team through admin@brainconfiguration.com and request escalation.
2. Provide your ticket number and details of the delay.
3. Escalated cases will be reviewed by a Support Manager and prioritized accordingly.

8. Service Limitations

While we strive to deliver the highest quality of support, certain limitations apply:

• Support does not guarantee custom solutions unless included in your service plan.
• Support timelines may be extended if the issue requires third-party intervention.
• BrainConfiguration.com reserves the right to decline support in cases of misuse, abusive behavior, or repeated violations of our Terms of Service.

9. Data Privacy & Confidentiality

All support interactions are handled in compliance with our Privacy Policy. Any information shared by customers during the support process will be kept confidential and used solely for resolving the reported issue.

10. Policy Updates

This Support Policy may be updated from time to time to reflect improvements, service changes, or legal requirements. The updated version will always be available on BrainConfiguration.com. Customers are encouraged to review the policy periodically.

11. Contact Information

For any questions regarding this Support Policy or to request assistance:

Email: admin@brainconfiguration.com
Address: Surat, India

12. Commitment to Our Customers

At BrainConfiguration.com, customer satisfaction is at the heart of everything we do. Our support team is dedicated to ensuring that your experience with our services is seamless, productive, and aligned with your goals. We view every support request not as a burden, but as an opportunity to strengthen our relationship with you and improve our solutions.