How Burrow Support Works

We are a small, dedicated team providing a service to the world. To ensure every voice is heard despite our size, we have engineered a custom, internal ticket system to manage your correspondence efficiently.

Here is what you need to know when you email us:

1. Our Custom Infrastructure

When you email us, our system immediately assigns your message a Ticket ID and routes it to the correct department (Technical, Legal, or General). We built this system ourselves to ensure that even with minimal staff, your issue is tracked, categorized, and addressed.

2. Security & Verification

Official Correspondence:

Any email from us will ALWAYS come from:

@burrowtv.com address (e.g., support@burrowtv.com).

Personal Information:

We will NEVER ask you for sensitive personal information like passwords, credit card numbers, or social security numbers via email. If you receive a request for this information, it is not from us.

3. Check Your Spam Folder

Because we run our own sovereign email infrastructure, our responses may occasionally land in your Spam or Junk folder.

Action: If you haven't heard back from us, please check your spam folder.

Whitelist Us: To ensure you get our updates, please add @burrowtv.com to your safe senders list.

4. Response Expectations

Our goal is to fix your issue and let you know it's done. You will typically receive an update confirming that a bug is fixed or a question has been answered.

• No Response: While highly unlikely due to our new system, extreme volume may occasionally delay a response.

• Follow Up: If you have not heard back within a reasonable time, please send a follow-up email. This will trigger a new notification in our system and bump your ticket for review.

5. Legal & Serious Inquiries

For legal matters, rights issues, or urgent concerns:

• Please provide all possible contact information (Telephone, Physical Address, etc.) in your initial email.

• If the matter is critical, we may bypass email and contact you directly via telephone or certified mail to ensure proper communication.

Our Mission

We are building this platform to serve the world. We utilize minimal help and maximum efficiency to keep this service running. We appreciate your patience and your support.