2BrightSparks Technical Support Policy
Self-Service Support Options
Program Help File
Email Support (for current commercial licensed users)
Email support is not available for freeware users. We also do not support previous versions of our software (for example SyncBackSE/Pro V8). Use our self-service options if this applies to you.
How to Request for Technical Support
You can use one of the following methods to contact our Support Team:
Support Form - Fill in the support form with your subject, issue description and your email. File attachments are supported. The same form can also be found under the 'Contact Support' link on our Knowledge Base (right side).
Direct Email - Send an email directly to our support email. Remember to include your product name, product version, product serial number (if available) and Windows version.
Send email from SyncBack - You can also submit your support request directly from SyncBack. From the program, go to Help menu, and select 'Email a Support Ticket'. SyncBack will open your mail client and pre-fill the recipient and subject field with the required information. You only need to describe your issue in the email body.
Please refer to this article for the type of information to provide us when requesting for technical support.
Software Upgrades (Free for Upgrade Assurance subscribers)
Subscribers of Upgrade Assurance will also get free upgrades to future SyncBackPro or SE major version releases while staying subscribed. There will be no upgrade fees. When a new major version is released, Upgrade Assurance subscribers can simply download and install it to enjoy the latest SyncBackSE/Pro features, at no additional charges! Please visit our Upgrade Assurance article for more information.
Scope of Coverage
2BrightSparks Pte Ltd Support will cover common software related issues such as: Feature questions, basic setup questions, and software errors.
Support will not cover: non-software related issues, operating system specific issues (including specific FTP configuration, cloud service configuration), freeware issues. We cannot provide support for services, hardware and software that are not our own.
In addition, we do not provide support for 2BrightSparks software installed on pre-release Windows versions (for example, Alpha, Beta, Insider Builds, etc). We also do not provide support for software installed on versions of Windows that are no longer supported by Microsoft (end of extended support, etc). Refer to the following link to find out which Windows client versions are currently supported:
Email support is available Monday to Friday. Support is not available for the following days:
Weekends and Public Holidays
New Years Day
Chinese New Year
Easter Weekend (Good Friday through Easter Monday)
We usually respond within 24 hours (Monday to Friday). Tickets posted during the weekend will receive a response on Monday.
Unsupported Support Methods
Support via phone, remote access or chat are not available. To ensure that support requests are logged and tracked properly, we will only respond to requests submitted through our Contact Form page or via our support email address.
Non-2BrightSparks products, or non-software related issues
We do not provide support for products not related to our software, or non-software related issues.
Abusive behaviours when requesting for support
At 2BrightSparks, we are committed to identify and prevent abusive behaviours of our support representatives. Any abusive actions will result in a caution, and support privileges will be removed if the abuse continues.
Excessive and Unreasonable support requests
Support is not unlimited. We reserve the right to deny support if we consider it to be excessive and/or unreasonable.
Every effort will be made to resolve the issue at the time of response. Note that we cannot guarantee a resolution of all support issues, nor can we guarantee their resolution within a certain time frame.