If you have questions about this Support Policy or do not agree with it, please contact us before using the website. We may amend this Support Policy from time to time, so please check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 January 2021.
By using any part of the Website or providing personal information to us, you grant your consent to us for processing it as set out in this Support Policy.
We support our Services sold through both PBIVizEdit.com and Microsoft Marketplace (appsource.microsoft.com), collectively referred to as “Channel” or “Channels” in this document. Our Support Service includes assistance with custom visuals generation, configuration, and use. Please first check the documentation and FAQs, your question might have been answered already. If it hasn’t, please submit a support ticket.
Support for retired Products: From time to time, we may stop offering certain Products and retire those. If you have subscribed to any Product that were retired after you purchased or renewed your subscription for the said retired Product, we will continue to support the retired Product until your current subscription period expires. If you spot a fatal error in the code and are using the latest versions of custom visuals provided by us, please submit a ticket at our Helpdesk.
For all support requests related to our Products, you should be using the latest release of our Services.
Pre-created custom visuals- For our pre-created custom visuals (both certified and standard) that are available for direct download from our supported Channels, we will support the latest version of the custom visual that is available on the respective Channel. If you are using an older version of the custom visual, you will be asked to update your custom visual to the latest version as outlined above. You understand and agree to abide by these requests in order for us to support our Services to you. Failure to follow our request would automatically void any support commitment from us regarding any custom visuals that fall within this scenario, until you update the visual to the latest version.
Custom Visual Editor- We do not have access to, or control on custom visuals that are created by you with our PBIVizEdit editor and accessible through our website. Our support in this case is limited to proper functioning of this editor. In the scenarios where you approve and share your custom visual with us through
the support link as directed by our helpdesk, we will be able to provide additional support that may help resolve your issue. However, our support is limited to the functioning of our editor and not for specific customizations you may seek that are not provided in the latest version of the editor. For example, if you intend to create a custom visual property that we do not offer as of that time, this will fall under specific customization and is not covered under support.
Visual Creation Services- We may from time to time provide manual assistance through one of our paid plans for creation of custom visuals on your request. In this scenario, we will fully support any custom visual that we create and you pay for. For support purposes, these visuals would be considered as “Pre-created custom visuals”.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know.
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party Products and Services. We may require you to disable Third Party Products that are installed alongside our Products before we are able to assist you.
Customization
We provide our Products as is. While we may be able to help you increating custom visuals with our editor, we do not have access to youraccount and will need your help to do so. Customizations are any changesto our custom visuals using our editor. If you need customization, we do our best to offer advice and direct you to appropriate resources. But we do not take responsibility or endorse Third Party solutions or service providers for customized Products.
We provide Support Services through our Helpdesk – this can be Live Chat or Email based support. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the Product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
Other support options
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate any forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it. Our Frequently Asked Questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict. The defined terms in the Supplementary Glossary below in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.
“Electronic Communications” means any text, voice, sound, image, or video message sent over an electronic communications network that can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf;
“Product” and “Products” means the Products sold by us through different channels;
“Service” and “Services” means the Services sold by us through different channels;
“Offering” means the Products and Services offered by us through different channels;
“Helpdesk” means the Support Service interface on our Website, accessible at https://pbivizedit.com/contact/;
“Support Policy” means this support policy, as amended from time to time;
“Terms” means the PBIVizEdit Terms and Conditions, located at https://pbivizedit.com/terms-of-service/;