Technical Support Subscription

General Info

The support services are provided on the subscription basis (fair use policy applies). A subscription is valid for a single store (determined by URL). Each additional store requires purchasing additional subscription.

As an alternative to the subscription-based support service, you can use another type of service - One-Incident Support.

Pricing for Subscription

Subscription period Subscription price * Additional info
Technical support subscription, 1 year USD 899.00
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Support Service Scope

X-Cart installation included

Technical support subscription, 6 months USD 569.00
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Support Service Scope

X-Cart installation included

Technical support subscription, 3 months USD 345.00
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Support Service Scope

X-Cart installation included

Notes:

* Payment is made for the whole subscription period at once.


One-Incident Support

Service Price Additional info
Consulting & assistance (one support incident) File:Support hotrush.gif
Urgent request
USD 139.00
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Support Service Scope
Hotrush Service available
Skype LiveChat / Skype Phone Call available
Consulting & assistance (one support incident) File:Support normal.gif
Normal request
USD 99.00
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Support Service Scope

Need more options? View all support services or Contact us!

How does it work?

When you initiate a support request, your support ticket is queued, and our support team will do their best to reply to you within one business day. The actual response time depends on the amount of support tickets in the queue.

Inquiries should be submitted via our web-based HelpDesk system, or emailed to support@qtmsoft.com. Languages: English & Russian.

Engineers availability: 9:00-24:00 GMT+4 (Mon-Fri), 10:00-18:00 GMT+4 (Sat-Sun).

Note: Please use the special 'Issue Tracker' system for bug registration.

Installation service

X-Cart installation is included into subscription system.

Note: Certain tasks are not included into the regular Installation Service price and may involve extra charges.

Support Service Scope

The below Service Scope applies both to the subscription-based support and one-incident service:

  • Consulting and assistance on store setup
  • Consulting and assistance on shipping, payment, tax and language configuration
  • Consulting on customer conversion
  • Diagnosis and resolution of PHP and MySQL errors
  • Diagnosis and resolution of HTML and CSS related problems
  • Consulting on minor design adjustments in templates/CSS files
  • Consulting on minor adjustments in PHP code
  • Bugfixes and security patches
  • Troubleshooting

Not included:

  • Data migration
  • Custom development
  • Web design
  • Template integration
  • Development support
  • Support for 3rd party modifications
  • Software upgrades other than by means of automated tools
  • Performance tuning
  • Custom SEO

The services listed under "Not included" are provided for additional fee.

Note: Support for custom mods made by Qualiteam is provided according to the Customization Agreement

Read more about our additional services at http://www.qtmsoft.com/services.html, and feel free to contact us to get a quote.

Which service choose - subscription-based support or one-incident service?

See the features list below and choose the service which fits your business in the best way.

The Subscription-Based Support Service features:

  • unlimited number of support inquiries during the subscription period (fair use policy applies)
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush support service is available (on customer's demand)
  • guaranteed reply time during 2 hours for Hotrush requests
  • Skype LiveChat / Skype Phone Call are available (for 6-month and 12-month subscriptions only, on customer's demand)

The One-Incident Support Service (Normal Request) features:

  • resolution of a complex problem/issue is guaranteed
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush / Skype LiveChat / Skype phone call are NOT available

The One-Incident Support Service (Urgent Request) features:

  • resolution of a complex problem/issue is guaranteed
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush support service is available (on customer's demand)
  • guaranteed reply time during 2 hours for Hotrush requests
  • Skype LiveChat / Skype Phone Call are available (on customer's demand)

Contact Info

Technical Support Customer Service Sales department

Available via HelpDesk system only
E-mail: support@qtmsoft.com
Working hours:
9:00-24:00 GMT+4 (Mon-Fri)
10:00-18:00 GMT+4 (Sat-Sun)

US toll-free: 1-877-212-9725
UK toll-free: +44 207-019-6344
International: +7 842 279-4038
E-mail: helpdesk@qtmsoft.com

US toll-free: 1-800-657-7957
UK toll-free: +44 207-019-6344
International: +7 842 279-4038
E-mail: sales@qtmsoft.com

Skype LiveChat / Skype Phone Call : Terms of Use

To initiate LiveChat or Phone Call please provide us with your Skipe ID and specify preferable communication session time in the corresponding support ticket. We will arrange the time for your LiveChat / Phone Call with a support engineer available in accordance to our working hours and your preferences.

Important:
  • LiveChat / Phone Call can be used for Hotrush requests only
  • LiveChat / Phone Call are available at 9:00-17:00 GMT+4 (Mon-Fri)
  • LiveChat / Phone Call are limited by 1 hour per incident


Other Products and Pricing

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See also