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Overview and Definitions

  • Greenrain offers two types of customer support: Premium Support and Standard Support.

  • “Working day” refers to any day, not a weekend or public holiday, when the support team can provide services from 9 AM to 5 PM.

  • “Non-working day“ is a day that is not a working day. It includes weekends and public holidays.

  • By default, all our customers get Standard Support.

  • You can purchase Premium Support. This support is valid for one year and costs 30% of the product or service you purchase from us.

  • Greenrain does not provide on-site assistance in technical support and user training.

Premium Support

  • Greenrain provides technical support by email, phone, WhatsApp and Telegram.

  • Once you purchase the Premium Support, we will share the support contact number.

  • Premium Support is provided for working and non-working days between 9 AM and 5 PM.

  • Standard Support is also included in the Premium Support.

  • Customers of Premium Support can also request custom features for the product from time to time. We do not promise we can always implement it free of charge, but we will try to develop it for free or for a reasonable cost.

Standard Support

IMPORTANT: When you contact help@greenrain.online, DO NOT include anybody else from Greenrain for your support request. It will add confusion and take longer to execute the request.

Greenrain provides technical support by email only using the following workflow:

  • Send an email to help@greenrain.online. Explain the issue and attach all related screenshots and files to help us troubleshoot your problem faster.

  • The support team will try to reply within less than 24 hours during a working day.

  • Standard Support does not cover non-working days.

  • If the support team has not replied to the request within 24 hours during the working days, you can send a reminder to help@greenrain.online.

  • If the support team has not replied to the request within 48 hours during the working days, you can send the escalation email to escalate@greenrain.online.

  • Standard Support does not include technical support over the phone or chat. You can consider Premium Support if you require it.

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