SyncWin Support Policy
Effective Date: February 27, 2025
At SyncWin, we are committed to providing you with the necessary support to ensure you get the most out of our digital products. Below, you’ll find details about what support we offer and how to access it.
1. Included Support
We are committed to providing support for technical issues related to our products.
This includes but is not limited to:
- Technical Problems: Assistance with resolving glitches or errors that prevent product use, such as troubleshooting for errors in functionality or addressing corrupted files.
- Compatibility Issues: Help ensure our products work seamlessly with your environment, including support for different software versions, operating systems, or browsers.
- Basic Usage Questions: Guidance on how to use our products effectively, including setup instructions, feature explanations, and general usage tips.
- Installation Assistance: Support with installing and activating our digital products to ensure they run properly on your system.
- Essential Resources: Provision of documentation and resources that help with understanding and maximizing the potential of our products.
- Setup Guides: Providing step-by-step guides or tutorials on importing, setting up, and configuring our products.
- Feature Support: Answering questions about the features and functionalities of our products.
- Troubleshooting Tips: Offering advice on common issues users might encounter, such as troubleshooting common problems.
2. Response Time
We strive to respond to all support requests within 24 to 72 working hours. Please be aware that our support is available during business days (Monday to Friday).
4. Scope of Support
Our support model is designed to assist users who are stuck or experiencing technical conflicts with our products. Given that we primarily offer one-time payments for most of our digital products, we are unable to provide lifetime comprehensive support. However, we do offer lifetime updates and ongoing support for technical issues, such as resolving bugs or addressing compatibility problems.
A. Customization Limitations
We understand that customization is essential to tailoring our products to your specific business needs and we encourage you to modify our products to suit your business needs. However, extensive customization such as full-scale setup and modification is not included in the purchase of our products at the given purchase price. For example, if you purchase a website template kit from our store and wish to have it fully customized (e.g., changing fonts, color palettes, updating content, or modifying visual elements throughout the site), this level of customization is not covered by our standard support.
B. Separate Customization Services
Users requiring such comprehensive customization can hire our agency to perform this work. This service is available separately, allowing you to tailor our products to meet your specific business requirements. For inquiries about customization services, please contact us via email or the contact form available on our agency site at SyncWin Media. We offer pricing estimates and proposals based on your specific needs. Existing customers who require extensive customization services are eligible for special discounts. Please note that this is a privilege reserved exclusively for customers who have already purchased from us.
C. Customization Guidance
To assist users in performing minor customizations on their own, we provide setup checklist guides for all our products. These resources are intended to help you make basic adjustments without the need for extensive professional assistance.
D. Product Updates
Unlike subscription services, updates for our digital products are manual. Once a new version is available, users can access it from their account dashboard and manually download and use it. While we do not automatically notify users of updates, you can track changes through our changelog. Occasionally, we may share update announcements in our newsletters or community forums, but it’s recommended to keep an eye on the changelog for new releases.
3. Preferred Language
English is our preferred language for support. If you have any questions or need assistance in a different language, please let us know and we will do our best to accommodate your needs.
4. Changes to the Support Policy
SyncWin reserves the right to modify or update this Support Policy at any time. Any changes will be effective immediately upon posting the updated Support Policy on our website. It is your responsibility to review the Support Policy periodically to stay informed about any updates.
5. Contact Information
For support inquiries or requests for customization services, please use the following methods to reach us:
- Email: support [at] syncwin.com
- Contact Form: Available on our website.