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 on our software platform. All support staff go through months of training covering the best practices for troubleshooting any software issues.
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 "What Do You Need Help With?" box at the top of our Solution 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 1 - 2 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.
Can I buy phone support training sessions?
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 email@example.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 firstname.lastname@example.org
or post your question in the community forum. We are always happy to help!