Product Support
When the product purchased doesn't work as advertised or doesn't work at all please do the following:
Use Your Brain: If there is a screenshot, and for example there is an error saying "disable safe boot", then tell the customer to do so and how. Sometimes the customer just asks before thinking.
Check Documentation: Check if the issue is known on the docs. If it is, send them the fix.
Check Product Status: Verify that the products status is operational (find this on the docs), if not, send the statuspage to the customer and inform them that their time is frozen and will not run out during the maintenance.
Check Compatibility: Confirm that the user's Windows version and CPU meet the product requirements. IF they are unsure how to check their specific Windows version ask them do to "win + r", search "winver" and send a screenshot of the popup.
Standard Troubleshooting: Ensure all instructions are followed and verify that things such as antivirus, Safe Boot, TPM, and Core Isolation are disabled. Additionally you should make sure that the customer downloads the newest runtimes via our docs.
Escalation: If, after all these steps, the customer is still having the issue, you can send them an invite to the discord server of the product to get support from their official team.
In the case of a customer asking for a refund, please refer to Refunds
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