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". While buying the first software license, each new customer gets a certain amount of technical support points for free.
Support points cost
| Subscription | Price |
|---|
| Technical support subscription, 60 points | USD 34.50 | | Technical support subscription, 120 points | USD 68.50 | | Technical support subscription, 300 points | USD 169.50 | | Technical support subscription, 1200 points | USD 673.33 |
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 |
|---|
| Issues related to default functionality |
|---|
| Level 0: General questions | 0 |
| Level 1: Consultation on software functionalities | 10 |
| Level 2: Problem-solving on client's store | 25 |
| Level 3: Problem-solving on client's store and server | 40 |
| Level 4: Code debugging and debug data monitoring | 80 |
| Product waranty issues | 0 |
| Consultation on small modifications |
|---|
| Small mods | 25 |
| Medium mods | 50 |
| Patch application | 40 |
| Other issues | Upon request |
| Installation services |
|---|
| Installation service for points | 150 |
| Installation of 3rd-party web-software | from 100 |
| Installation of SSL certificate | 150 |
| Installation of server applications | from 150 |
| Transfer services |
|---|
| Transfer of X-Cart/LiteCommerce store | 150 |
| Transfer of heavily customized X-Cart store | from 150 |
| Transfer of Sales-n-Stats | 80-100 |
| Transfer of LiteCommece ASPE | 120 + N*60 |
| Optimization services |
|---|
| X-Cart performance optimization | from 80 |
| Optimization of server applications performance | from 120 |
| SEF analysis | 60 |
Website security audit
| 150 + X*60 |
N - the number of deployed stores,
X - the number of additional stores on the same server.
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.
NOTE: for our new customers each license comes with some amount of free technical support points. Usually that's enough for quick software installation and some consulting for the problems occurring at the very start. Be sure to check the link to find out some detailed information.
See also:
Support requests processing
Free technical support
Support HelpDesk system
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