We take pride in supporting users to the best of our ability, but there are several things we'd like to call out as it relates to how we support customers.
Website Support Policy
- Initial installation: While we do provide documentation on how to install Privy on your website or platform of choice, we do not get involved in your site code, and will defer you to your website platform's support channel for specific questions about your site code.
Integrated Vendor Policy
- Related vendor products: Privy integrates with a number of different platforms and services. With respect to any services that are being used in conjunction with Privy, we do not provide troubleshooting for those integrations. In many cases all platforms that we integrate with provide their own support documentation that can be referenced should an issue arise. Privy will offer support around those integrations only as it relates to Privy specific functionality.
Please note that our official turnaround time for a support inquiry related to a free account is one business day. Customers on paid plans will always receive priority support.
Interacting with the Privy support team
- When providing an initial inquiry please provide as detailed an explanation as possible. We do our best to provide clear and concise resolutions to inquiries that we receive. Having as much information as possible allows us to provide you with an efficient answer and expedient resolution.
- We at Privy do not tolerate abusive language of any kind. Users found to be engaging in abusive behavior will be permanently blocked from all support channels.
As always, we’re here to assist you. Kindly reach out to our support staff if you have any questions or concerns.