Incident-based support
Our technical support system is incident-based.
An incident is a single issue, problem or question related to our software – regardless the volume of correspondence required to solve it. Support incidents are used to cover such topics as software usage, configuration and installation.
Technical support is provided via web-based HelpDesk system available 24 hours a day, 7 days a week. When you initiate a support incident, our support team responds within one business day.
Incident support is sold through a points system. Technical support query (issue) is evaluated with "support points".
Support points cost
Note: Unused support points automatically expire after 2 years from the day of purchase.
Support issues cost
We estimated how much time is usually devoted to different issues and classified them by categories. Depending on the issue category, each ticket costs certain amount of techsupport points. The approximate list of categories and their price is following:
| Issue category | Points |
|---|
| General assistance |
|---|
| General questions | 0 |
| Technical support consulting & assistance |
|---|
| Consultation on Software features | 10 |
| Consultation on simple modification | 25 |
| Incident Solving | 40 |
| Incident Solving with protracted debugging | 80 |
| Product waranty issues | 0 |
| Other issues | upon request |
| Installation services |
|---|
| Installation service for points | 150 |
| Installation of 3rd-party web-software | from 120 |
| Installation of SSL certificate | 150 |
| Installation of server applications | from 250 |
| Installation of X-Cart SEO enchancements | 60-2040 |
| Google Analytics setup | 60 / hour |
| Transfer services |
|---|
| Transfer of X-Cart store | 150 |
| Transfer of heavily customized X-Cart store | from 150 |
| Optimization services |
|---|
| X-Cart performance optimization | from 180 |
| Optimization of server applications performance | from 180 |
| SEO analysis | from 100 |
Website security audit
| from 180 |
NOTE: the issue costs are approximate, as the ticket rate may change during the problem solving.
While the problem is being solved, the initial ticket price may be changed. For example, if additional investigation is required, the rate will be increased. But if a problem turns out to be a software bug, the points will be all returned. We are ready to reconsider the ticket cost if you think you were charged incorrectly.
All the points management is displayed in your HelpDesk account, 'Communication center'->'Technical support points'. Please check:
- The top part (The list of balance modifications) shows where the points came from.
- The middle part (The list of processed tickets for which points are captured) shows which tickets are in progress and how much they generally cost.
- The bottom part (The list of resolved tickets for which points were deducted) shows which solutions have already been provided and how many points have been taken irrevocably at the end of those tickets' processing.
See also:
Support requests processing
Bug fixing policy
Support HelpDesk system
|
