Support services: HotRush

Taking into account that sometimes X-Cart users encounter such issues that require undelayable assistance and one business day reply might not be an option, we introduced another type of technical support: HotRush support. This service is to address urgent problems. On submitting a support ticket you will be offered to mark your inquiry as urgent, i.e. to be processed right after the request is posted.

When you create a hot-rush ticket during our working hours, it is processed immediately, our support engineers are obliged to respond within 1 hour. If the hot-rush issue is created during non-working hours of the support department, it is processed in the beginning of the next working day, within an hour as well.

Usually, it takes about 1 hour to respond to hot-rush tickets.

Note:  The response time also depends on the replication process between our servers, it usually takes 15-30 minutes.

You can also post a request for Live Chat with a technical support assistant for urgent issues that will be resolved as Hot Rush tickets. To do it, please specify the following information in your Hot Rush ticket:

• Communication tool (Skype, Google Talk, MSN or Yahoo Messenger) you would like to use for Live Chat session.
• Your communication ID.
• Preferable time for Live Chat session (please take our working hours into account).

Our working time is 9:00-24:00 (Monday-Friday), 10:00-18:00 (Saturday-Sunday) by our local time. Our local time is GMT+4 in summer and GMT+3 in winter.

The rate of the urgent tickets is doubled. The service is available only when your technical support balance is active.

You can uncheck priority checkbox before the ticket is assigned. Also you have the right to withdraw a HotRush request for any reasons after (or in progress) the issue is resolved.

Note:  The service is available for requests to the Technical support department alone. We remove off the high priority status from the ticket in the following cases:

• a question relates to a customization project (the ticket is directed to the Development department);
• a posted issue turns out to be a bug in the default software behavior therefore requires extra time to be solved;
• other general questions concerning work of the company, usage of the HelpDesk accounts and Forums, sales and licensing issues.