Support Policy

Effective Date: 09/07/2025

At VideoProspect, we are committed to helping you get the most out of our platform. This Support Policy outlines the scope of our support services, including how you can reach us, what we do (and don’t) support, and how we prioritize requests.

Support Channels

We offer support through the following methods:

  • Email: 📧 support@videoprospect.com
  • Documentation & FAQs: Available on our website
  • Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT+5)

We aim to respond to all support requests within 24–48 business hours.

What We Support

Our support covers issues related to

  • Setting up your account
  • Uploading videos and CSV files correctly
  • Generating prospecting videos
  • Using features like page scrolling, video overlay, or integration
  • Connecting to supported integrations (WordPress, Amazon S3)
  • General questions about pricing, usage, and billing

What We Don’t Support

We do not provide support for:

  • Custom video editing or modifications outside the tool’s built-in capabilities
  • Troubleshooting unrelated third-party tools or custom plugins/themes
  • Configuring hosting servers or environments outside our compatibility scope
  • Extensive support for outdated browsers or unsupported devices
  • Fixing issues caused by misuse, incorrect inputs, or violation of our terms

Support for Paid Plans

All users receive email-based support. Customers on paid plans may receive priority support, depending on their plan tier. Premium support benefits (if applicable) will be outlined on the [Pricing] page.

Support Best Practices

To help us assist you effectively, please:

  • Include your account email in support requests
  • Clearly describe the issue or question
  • Let us know what steps you’ve already taken

Service Availability

While we strive for high availability, we do not guarantee 100% uptime. In the event of downtime, bugs, or system-wide issues, we will communicate promptly via email or our status page (if applicable).

Abuse or Misuse of Support

We reserve the right to limit or refuse support to users who:

  • Use abusive or inappropriate language toward our team
  • Repeatedly misuse the product against its intended purpose
  • Submit fraudulent or excessive requests that disrupt normal support operations

Policy Updates

We may update this Support Policy at any time. The revised policy will be posted on this page with an updated effective date. Your continued use of our services constitutes acceptance of the updated terms.

Contact Us

If you have any questions or need help, please reach out to our team:

support@videoprospect.com