At BridalLive, we love helping our customers make the most of their investments. We strive to provide the best customer support in the industry.
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What are BridalLive's support hours?
- Support is available Monday through Friday, 8:00 am—5:00 pm Eastern Time. There is a 24-hour response window for regular support issues during business hours.
- Emergency support for after-hours and weekends is available if you cannot access your BridalLive software.
- Emergency assistance for BridalLive Pay terminals is available through Fullsteam for after-hours and weekend support. If you encounter any terminal issues, you have several alternatives: you can process manual payments, send payment requests via BridalLive, or utilize the MerchantTrack Virtual Terminal.
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What items are included in the BridalLive support plan?
- Setup guidance for the BridalLive application
- An onboarding/training call with the owner or manager to assist with the initial setup
- Assistance with using the BridalLive system to its fullest potential
- Access to instructional videos, webinars, and the Help Center
- Resolution of any technical bugs within the BridalLive system
Note: Requests for assistance outside of the above list require approval and, if approved, will be billed at an hourly rate of $299, with a minimum of one hour billed. For inquiries, please contact help@bridallive.com.
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What is not included in the BridalLive support plan?
- Support for 3rd party applications integrated with BridalLive (covered by the 3rd Party Application Support Policy)
- API support, including programming guidance and technical discussions
- Training new owners (this should occur as part of the ownership transition process)
- Training new team members
- Ongoing maintenance or updates to email templates
- Re-implementation of web forms and marketing tools after website redesigns
- Accounting advice or analysis of accounting processes
- Assistance with or installation of marketing tracking tools, such as Facebook Pixel.