Support policy

Support policy

Version 1.0 – December 2018

 

This policy outlines myBrand’s support practices and resources. It also identifies your support obligations to your customers.

Obligations under this policy (both ours and yours) are incorporated by reference into the myBrand Terms of Service.

 

1. Technical Support

We offer several options for technical support. All organization accounts get basic support, and we offer paid upgrade options.

myBrand basic support includes:

  • Answering questions about myBrand services and features
  • Advice regarding best practices for environment setup and configuration
  • Troubleshooting myBrand services and products

 

2. Support Business Hours

Normal myBrand business hours are 8am-6pm CET.

 

3. Deprecation

We will announce if we intend to discontinue or make backwards incompatible changes to any Service. We will always try to give you as much time as possible to make any necessary modifications to your applications or processes. This policy does not apply to versions, features, and functionality that we label as “beta” or “experimental.”

 

4. Documentation

We may provide documentation for the Services and their use. Our documentation may specify restrictions on how Applications may be configured, or how Services must be configured. You agree to comply with any such restrictions as specified.

 

5. End User Support

You are responsible for providing customer service (if any) to End Users. We do not provide any support or services to End Users unless we have a separate agreement with you or an End User for the provision of such services.

 

6. Monitoring

myBrand’s systems are continuously monitored by automated systems and health checks. In the event of any issue that adversely affects the performance, security, reliability, or integrity of the Services, we will receive notification and respond immediately.

 

7. myBrand support

7.1 Contacting Support

You can contact myBrand Support via our support desk, by phone: +31 88 987 99 68 or by e-mail: support@mybrand.center.

You can also bookmark this shortened URL: https://support.mybrand.center.

 

7.2 Best Practices

Please provide as much detail as possible to help us resolve your issue quickly. When appropriate, please include:

  • Relevant handles (Environment, Applications);
  • Error messages;
  • The UTC timestamp when you experienced the issue;
  • Short descriptions of actions you have tried so far;
  • Screenshot of error message or relevant feature/function

 

  1. Sanitize any sensitive information. This includes passwords and any confidential information you may be using;
  2. Format your support requests in English;

 

7.3 Active Tickets

You can view your active tickets on myBrand support.

Note
By default, you can only view tickets you submitted yourself or were CC’d on.
If you’d like to see all tickets for your Organization, please file a support request to ask for it.