You are requested to go through our Support Policy before initiating any complaint. Please visit our Support Policy page on our website to explore more guidelines and fully understand our support policy.
It can be challenging to work around extensions of different technologies. So if you have difficulty relating to a particular technology, we would advise you not to come up with a support ticket. You can visit that specific technology’s official website and find all your answers related to that technology.
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General Guidelines
1.1 Issues Due to Version Change
We understand that there can be issues due to the version change of a particular technology. It is often observed that its structure goes through drastic changes whenever there are such upgrades and can lead to destroying your extension. During such times, we will try our best to help you at the earliest. However, it takes longer than expected sometimes. So we would request you to be patient and wait until we make the plugin compatible.
1.2 Secure Credential Management
The CRMJetty Support team might ask for FTP and Admin Panel details from you. We ask for these details as we need to go through your product (extensions/add-ons) to understand, identify and find a solution to your problem. We would want you to trust us during such times as we have been working with the customer service industries for over a decade and maintain good records. Your data remains confidential and we never share your details with anyone at any point of time.
Once we close your request, we completely delete the records of your credentials from our database.
1.3 Chargeable Support Services
CRMJetty provides three months of free support for one time purchase products, and for recurring products, we offer lifetime support. As a part of our support services, we will answer questions about our products, fix the errors/bugs and make sure that our product works exactly the way we have promised it should.
There’s no free support for customizing our product to make it compatible with your business needs. So support of such nature would be chargeable. If there are any issues due to third-party conflicts, we would not be able to resolve these issues within the standard support services.
When there is a bug, error, flaw, or failure in your live system and leads you to get an unexpected result, we consider it the error of CRMJetty. However, if the bug is not because of CRMJetty and is a technology/third party conflict bug, we would charge a fee to fix that error, failure, mistake or bug.
1.4 Issues Faced During The Purchase
Payments made on www.crmjetty.com could sometimes fail or remain in a pending stage.
Payments Could Fail Due To The Following Reasons:
- You accidentally entered incorrect credit/debit card details like a name on the card, card number, CVV, 3D secure PIN, and expiry date. Your transaction could fail if your billing address pincode is incorrect in the case of an American Express card.
- The card details you provided are no longer valid or need to be updated.
- Your bank is going through an outage.
- You accidentally closed/refreshed the page or pressed backspace while your bank was processing the transaction.
- The connection between www.crmjetty.com and your bank failed due to some technical issues and the transaction couldn’t be completed.
- Your card may be blocked for online transactions.
- You might be using a card that is not accepted on www.crmjetty.com currently.
In any of the above cases, you may get in touch with our Support team to reverse your Payment. Alternatively, you may also get in touch with your bank or payment provider and request the reversal.
Note: If your payment is still processing, you will see a message like “We haven’t received payment confirmation from your bank or credit card yet”. In such cases, do not attempt paying a second time unless you’re sure that your payment failed. If you accidentally pay twice, we’ll refund your extra payment within a few days.
CRMJetty Support team will ensure that your money is not withheld at our end and will provide support in getting the money back into your account. In case you wish to proceed with your purchase, you may be required to initiate the transaction again in most such occurrences.
If you want support from us or need to report bugs, please email us at [email protected], and we will help you resolve the problem at the earliest. CRMJetty processes weekend emails on the next Monday (GMT+5:30) at the beginning of the week. We get back to the emails with our replies within 48 hours. However, it might take longer than that if we are backlogged. So we request you to have patience and we’ll get back to you.
1.5 Before Reporting a Bug or a Query
We might not be able to answer the “How Do I…?” extension/addon/plugin customization question. If you need help with customizing and modifying your product, we would request you to visit the developers’ community or community forum of that particular technology wherein other customers offer help and feedback.
We request you to read the ’User Manual’ of each of our extensions and plugins and also find the link to the documentation and video tutorial. (if available)
For more questions, you can visit the FAQs page related to each product and it is sure to help you.
Feel free to get in touch with us anytime during the live chat. If you have any issue pertaining to the module or any technical query, feel free to write to us – [email protected]. In case of a detailed query pertaining to the cost of customization or any other sales-related inquiry, get in touch with us anytime – [email protected].
You can initiate a live chat with us during the below given hours:
Monday – Friday 10:00 AM – 6:00 PM (GMT + 5:30)
In case we do not respond promptly on the chat, please leave us a message or email us and we’ll get back to you.
We have the right to bring changes to the above-given Support Policy without any prior notice.