support
Shining Brow Support

The Shining Brow Support Team is based in Milwaukee, Wisconson in the Central Time Zone (US & Canada) (UTC-6:00)

Support@ShiningBrow.com

Telephone 414.258.3400

Shining Brow Care Plans

Several care plans are available to meet the needs of new and experienced customers. The plans offer combinations of upgrades, maintenance and technical support defined as follows:

Upgrades and Maintenance:

The Shining Brow development is continuously engaged in developing new features, adapting to new technology, and maintaining integrations to companion solutions like Microsoft Office, MapPoint, or ERP/accounting systems. All of the Shining Brow care plan offerings include upgrades to all major Service Manager version releases, updates, service packs, and new drivers.

Technical support:

Whether you would like to learn how to use a feature in a Shining Brow Software product or have encountered an unexpected problem, our support representatives are here to help. The support team uses state-of-the-art remote support software to connect directly to your computer and see firsthand exactly what you are experiencing. This approach significantly reduces diagnostic time leading to faster and more efficient issue resolution. Our Technical Support is included in several of the Shining Brow Care Plans described below. Technical support is designed to help you with:

  • Answers to questions related to software installation
  • Software errors or issues
  • Help with features
  • Upgrades, service packs, and new drivers
  • General questions regarding the product

 

Note: Technical support does not include installation services, training, customization, and customer data work (example: maintenance, conversion & migration). These services are available from our Professional Services team and are billed separately.

 

Shining Brow Foundation Care Plan

The Foundation Care Plan provides you with product updates, upgrades and access to the Shining Brow Customer Portal, but does not include support. Reap the benefits of having the latest version of your solution, to keep your business equipped with all the latest features.

Benefits of the Foundation Care Plan:

  • All major version releases, updates, service packs, and new drivers for The Service Manager
  • 24/7 access to Techknowledge, our  online support database where you can find helpful tips and tricks and research commonly asked questions
  • Access to the Shining Brow Customer Portal
  • Opportunities to provide feedback about existing Shining Brow products and influence future product enhancements
  • Ability to purchase  individual support calls

 

Shining Brow Preferred Care Plan
Maximize your investment in our software by working with The Shining Brow support team. Whether you need to learn how to use a feature or have experienced an unexpected problem, our support representatives are here to help. The support team uses state-of-the-art remote support software to connect directly to your computer and see exactly what you are experiencing. This approach significantly reduces diagnostic time leading to faster and more efficient issue resolution.

The Preferred Care plan provides for 5 phone and web support incidents for your Shining Brow software.  This plan is great for existing customers who are fairly comfortable with their solution and want the convenience of available support calls as a safety net. 

Benefits of the Preferred Care Plan:

  • All the benefits of the Foundation Care Plan plus…
  • 5 support incidents
  • With a mission-critical system, having a knowledgeable and responsive support team can be reassuring
    24/7 access to Techknowledge, our  online support database where you can find helpful tips and tricks and research commonly asked questions
  • Access to the Shining Brow Support Team for assistance with installation & setup.
  • Access to the Shining Brow Support Team for help with features or issues.
  • Ability to report incidents electronically or by telephone.

 

Shining Brow Premier Care Plan
The Premier Care Plan provides for unlimited phone and Web support for your Shining Brow software.  This plan is great for new, rapidly changing, or customers with complex needs such as many users or multiple branch locations. Customers who choose this unlimited call plan may call as often as needed.

Benefits of the Premier Care Plan:

  • All the benefits of the Preferred Care Plan plus…
  • Unlimited support incidents.

Per Incident Support Option
Per Incident Support Call Packs - This plan offers an ala carte style of service. Each incident is responded to using the complete array of support tools used by our support team. You can purchase individual support incidents as needed or in packs of five for a discounted price.  Unused support incidents expire one year after purchase.

Lapsed Care Plans
Continued coverage is vital to your success - Make sure to keep your service plan coverage current so that your company doesn't experience a lapse in having the latest version of your solution, Updates to keep your business equipped with all the latest features, Customer Portal and other vital service plan benefits.

Reinstate Lapsed Coverage - You can re-enroll a lapsed care plan as follows:
1)Pay the plan fees from the date the lapsed plan expired to the date of re-enrollment.
2)PLUS - Purchase a new one year care plan.
3)PLUS - Pay a 3% reinstatement fee -or- waive the lapse fee by purchasing a new two year care plan.

(For example: If you renew  a $1,000 plan 18 months after it expires, the re-enroll fee would be $1,500 (to bring the expired plan up to date) + $1,000 (one new plan year) + $30 (reinstatement fee).  Please call Shining Brow for re-enrollment Quote.

Terms and Conditions | Care Plans
  • Technical support is only available to registered users of Shining Brow Software and only on supported versions of the software. All support terms and conditions, including support features, pricing and availability of support resources are subject to change without notice.
  • Hours of support may vary occasionally due to observed United States holidays, company events, maintenance, downtime of our servers, or events outside of our control.
  • Shining Brow Software reserves the right to limit a support incident to a single issue or one hour of time. An incident is defined as a product usage question or a single question/issue concerning the software. The support representative reserves the right to determine the number of issues contained in a reported problem.
  • Issues determined by the support representative to be caused by a defect in the software will not be charged as an incident.
  • Standard support department hours are Monday - Friday 9AM to 5PM CST.
  • Support incidents cannot be used in place of training. However, you can use a support incident to get an explanation for an individual feature of the product.
  • Support incidents cannot be used for any customization services such as importing data or report customization.
  • Support is limited to products produced by Shining Brow Software. Network issues or other 3rd party products are the responsibility of the appropriate resources.