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.

The dispatchers assign the ticket to a support engineer who proceeds, immediately if the issue is inquired in our working hours or in the beginning of a working day if the issue is inquired in non-working hours of the support department.

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.