Support policy
This support policy describes how Copyfy provides you with support services during your subscription.
This support policy may change over time, so please check this page from time to time for any changes. Any major changes will be announced in our newsletter sent to your e-mail address.
1. Support period
We have a diverse customer base from all over the world, and while it is difficult to accommodate all customers in different time zones, we do our best to provide the most effective coverage for the majority.
Our working days are generally Monday to Friday (except public holidays), from 10 a.m. to 7 p.m. (UTC), so please allow for the time difference.
2. Definition of assistance
The following may be considered as problems encountered by customers when using our products:
Bugs that already exist in the products. Customers notice these bugs because features are not working.
Bugs caused by external factors, such as a conflict with third-party extensions.
Bugs caused by customer customization.
3. What is the scope of our support?
Our support focuses primarily on topics such as application configuration, feature usage and the correction of potential bugs.
We offer support for the following situations, with regard to the support items in section 1:
Help with product functionality not specified in our documentation.
Features not working as advertised in the product description.
Existing bugs not fixed in the current version.
4. Before asking questions
Please read the product(s) documentation and/or search for important keywords in our Help Center before asking a question.
The existing documentation covers the most important steps required to install and configure the product(s) as advertised. Most questions can be answered by simply reviewing the documentation.
5. How can I get help?
If our existing documentation does not provide the answer to your question, please do not hesitate to contact us via our live chat, or send us your question via contact@copyfy.io.
We recommend that you provide us with screenshots that clearly describe your problem/bug.
We recommend that you keep your content short and to the point in order to get quick feedback.
As a general rule, we respond to your request within the first hour of a normal business day. If you do not receive a reply within 24 hours, please do not hesitate to send a new request.
6. Fixing bugs
A bug concerning the application requires technical assistance and will be resolved within 48 hours.
For any suggestions for improvement, we appreciate your ideas and they will be sent directly to our business development team for further consideration.
However, we CANNOT guarantee an instant solution for unavailable features. If a workaround is available, we will let you know.
7. Abuse
Copyfy reserves the right to revoke your access to the support area in the event of abuse towards support staff and/or other users, including but not limited to:
- Use of profanity of any kind
- Defamation of character
- Spam of any kind
- Misuse of support tickets or threats for self-promotional purposes
- Constant repetition of identical messages in multiple tickets and/or threads and/or e-mails.
This support policy may change over time, so please check this page from time to time for any changes. Any major changes will be announced in our newsletter sent to your e-mail address.
1. Support period
We have a diverse customer base from all over the world, and while it is difficult to accommodate all customers in different time zones, we do our best to provide the most effective coverage for the majority.
Our working days are generally Monday to Friday (except public holidays), from 10 a.m. to 7 p.m. (UTC), so please allow for the time difference.
2. Definition of assistance
The following may be considered as problems encountered by customers when using our products:
Bugs that already exist in the products. Customers notice these bugs because features are not working.
Bugs caused by external factors, such as a conflict with third-party extensions.
Bugs caused by customer customization.
3. What is the scope of our support?
Our support focuses primarily on topics such as application configuration, feature usage and the correction of potential bugs.
We offer support for the following situations, with regard to the support items in section 1:
Help with product functionality not specified in our documentation.
Features not working as advertised in the product description.
Existing bugs not fixed in the current version.
4. Before asking questions
Please read the product(s) documentation and/or search for important keywords in our Help Center before asking a question.
The existing documentation covers the most important steps required to install and configure the product(s) as advertised. Most questions can be answered by simply reviewing the documentation.
5. How can I get help?
If our existing documentation does not provide the answer to your question, please do not hesitate to contact us via our live chat, or send us your question via contact@copyfy.io.
We recommend that you provide us with screenshots that clearly describe your problem/bug.
We recommend that you keep your content short and to the point in order to get quick feedback.
As a general rule, we respond to your request within the first hour of a normal business day. If you do not receive a reply within 24 hours, please do not hesitate to send a new request.
6. Fixing bugs
A bug concerning the application requires technical assistance and will be resolved within 48 hours.
For any suggestions for improvement, we appreciate your ideas and they will be sent directly to our business development team for further consideration.
However, we CANNOT guarantee an instant solution for unavailable features. If a workaround is available, we will let you know.
7. Abuse
Copyfy reserves the right to revoke your access to the support area in the event of abuse towards support staff and/or other users, including but not limited to:
- Use of profanity of any kind
- Defamation of character
- Spam of any kind
- Misuse of support tickets or threats for self-promotional purposes
- Constant repetition of identical messages in multiple tickets and/or threads and/or e-mails.
Updated on: 08/03/2024
Thank you!