At Brilliant Directories we know that the only way the software can continue to be successful is if our user base is able to launch and grow thriving internet businesses using the platform.


To make sure that each of our users is put on the path to success, we have a full staff available to help guide you through the process of launching and growing your business. 



Who are the support staff?


The support staff are experts in launching successful websites on our software platform. All support staff go through months of training covering the best practices of launching and maintaining a website using the software. All of our support staff have hands-on experience launching their own websites using the platform and have invested hundreds of hours of consulting with users from around the world that have launched successful businesses with the software.

With all of this combined experience, our staff have first hand knowledge of the strategies and tactics that have proven successful with other users and how to avoid potential pitfalls along the way. 


What is the best way to initiate contact with the support staff?


We have a great article here outlining all of the best ways to find the support you need from our staff, the community, and other resources we have available to help make your new venture a success!


How long will it take to receive a response to my request?


Many questions that you may have may already have already been asked by other users of the software, and their responses can be found instantly by searching for your question in the "How can we help you today?" box at the top of our Support Center Homepage.

For all requests submitted to the Community Forum, as a ticket, or as an email, please allow 1 - 2 business days for a response, depending on the complexity of the request.


If you are submitting a request to the Marketplace, please allow 2 - 3 business days to receive a response, as it may take the 3rd party developers who are receiving your request some additional time to analyze the request before getting back to you with an answer.


We do have a smaller staff that works through the weekends and most holidays, but please note that our staff needs a break every once in a while too, but will be excited to respond to your requests as soon as they are available.


What can the support staff do for me?


The support staff can:

  • Provide you with honest feedback about your ideas for your business in the community
  • Help you fix any glitches related to the software itself
  • Help facilitate any setup requests you would like our team to complete for you
  • Help connect you with certified 3rd party development partners that can bid on and complete customizations to your site that are outside of the standard setup of a new website on the platform. (Find more information about this here)
  • Answer any questions about your site or the software that are not covered in our Knowledge Base or Community Forum


Is there anything the support staff cannot do for me?


There are some limitations to what the support staff can do for you. Some of these include:

  • Some questions or requests you have about the software that are highly technical in nature may require the staff to do some research and get answers from our development team before getting back to you with a definitive response
  • The support staff is not able help launch businesses that are illegal or offensive
  • The support staff cannot log in to accounts you have with other websites or services
  • The support staff is unable to assist you with your setup requests without the full scope of the request being sent via email first
  • The support staff is not able to do the initial setup your website or your business for you, unless a detailed request is submitted, quoted by our team, and then approved by you. Service like this can be purchased for an additional cost that can also be offset by any Training & Setup credit included with the purchase of the license for the software.


Is 1-on-1 phone training by the support staff included in my Subscription Plan?


All subscription plans come with an amount of Training & Setup credit that can be used to purchase training sessions with a certified expert trainer on the topic of your choice or to have our team complete some of the setup of your website for you. These training sessions can be up to 30 minutes in length at a time and can cover any questions you have about the setup of your website, your business ideas, or best practices to succeed with your new website.

For more information about how how much Training & Setup credit is included with each Subscription Plan, please see our Pricing Page



Can I buy additional training sessions?


Yes! If you are interested in purchasing additional training sessions, please visit this page for more information


My last training session was 25 minutes long, does the extra 5 minutes roll over to extend other training sessions?


Each training session can be up to 30 minutes in length, but if the full 30 minutes are not used in a given session, the remainder of the time does not roll over to additional sessions. To make the most of each session, we highly recommend preparing a list of questions ahead of time to make sure you maximize each session to its fullest. 


I have an emergency / need something attended to immediately, what should I do?


In cases like these, please feel free to send an email to support@brilliantdirectories.com with "URGENT" in the subject line and the first support staff that is available to respond to your inquiry will do so. This will allow you to receive the quickest support from a member of the support staff, but please be aware that the team member that responds to your inquiry may not be aware of all of the specifics of your project if you have been communicating regularly with another staff member.


Note:  Please use the "URGENT" designation responsibly.  We absolutely understand the importance of each and every request that is submitted to us, but in order to make sure you are able to get urgent help when you need it, please only use this method of contact if your site is completely inaccessible, unusable, or is experiencing another related critical issue.  If we determine that certain users of the software are abusing this, we will have to filter all "URGENT" requests from those users to be treated as normal requests so that this channel can remain open and useful for its intended purpose for the larger user community.


If you have any other questions about receiving support, please feel free to send an email to
support@brilliantdirectories.com or post your question in the community forum. We are always happy to help!