Email Support from our Team – up to 30 mins

How does it work?

Simply add this product to your shopping cart, checkout and pay using our secure payment service, and the instructions are provided for download immediately.

Why do customers need this support service?

• This service can be used to request downloads from orders more than 6 months old.
• This service can also help customers who require after-purchase support to help them use our templates for their particular project, or to recover their files.
• It may be required where a customer is a) unsure of elements in the business area, or b) unsure of some basic editing features in the software being used.
• In the vast majority of purchases, this additional support is not required.

Email Support does not include:-

1. Telephone support.
2. Video call support.
3. Any communication method outside of email.
4. Support beyond the time allocation provided.
5. Training support.
6. Teaching support.

FAQs:

Q: How do I use this email support service?
A: Simply email us on the address provided in the downloaded instructions, and the service begins.

Q: How much support will this give me?
A: It depends on the details in your questions entirely. Not more than 2 emails, and not more than 30 minutes of our support teams’ time. Aim for 1-3 questions, and be clear about the template and section you are asking about.

Q: If I don’t know how to use the software well enough, will you teach me how?
A: We will make reasonable endeavours, within the allocated time, to help you.
If you don’t know how to use the software, we may provide links to online resources to help.

Q: If I don’t know the business subject matter, will you teach me about it?
A: We will make reasonable endeavours, within the allocated time, to help you.
If you don’t know about the business area, we may provide links to online resources to help if we can.

Q: How quickly do you respond to email support requests?
A: Typically we respond within 1 business day, and we take reasonable endeavours to respond within 3 business days. Depending on your location in the world, it might be a full business day before we see your email request. We are based in the UK.

Q: What if I find a fault with the product?
A: This is excluded from this process and in the unlikely event of there being an issue we will deal directly with you to resolve outside of this process.

Q: What if I need longer than 30 minutes?
A: You are welcome to purchase more 30 minute units.