Support issues cost - Revision history

Mouse at 13:55, 22 July 2020

2020-07-22T13:55:51Z

Dohtur at 10:22, 18 January 2016

2016-01-18T10:22:50Z

Dohtur at 09:04, 18 January 2016

2016-01-18T09:04:17Z

Seyfin at 12:09, 13 March 2012

2012-03-13T12:09:10Z

Seyfin at 13:08, 1 February 2012

2012-02-01T13:08:33Z

Seyfin at 13:07, 1 February 2012

2012-02-01T13:07:36Z

Seyfin at 11:33, 20 October 2011

2011-10-20T11:33:34Z

Seyfin at 11:28, 20 October 2011

2011-10-20T11:28:34Z

Seyfin: Created page with '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 tech sup…'

2011-10-08T04:00:49Z

Created page with '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 tech sup…'

New page

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 tech support points. The approximate list of categories and their price is following:

{| class="wikitable" border="1"
! Issue category !! Points
|-
| General questions || 0
|-
| Product warranty issues || 0
|-
| Consultation on Software features || 0
|-
| Assistance on configuration/modification || 30
|-
| Incident solving || 60
|-
| Incident solving with protracted debugging || 120
|-
| Other issues || Upon request
|}

{{Note1|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, no points will charged for the support ticket according to our[[Qualiteam_professional_services_FAQ#What_is_Qualiteam.27s_bug-fixing_policy.3F | bug-fixing policy]].

If you think you were charged incorrectly, we are ready to reconsider the ticket cost.}}

{{Note1|NOTE: The cost of [[Qualiteam_professional_services_FAQ#What_is_HotRush_service.3F |HotRush]] issues is doubled.}}

← Older revision		Revision as of 13:55, 22 July 2020
Line 1:		Line 1:
−	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [~~http~~://www.x-cart.com/technical-support.html subscription-based support system]}}	+	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [https://www.x-cart.com/technical-support.html subscription-based support system]}}

	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 tech support points. The approximate list of categories and their price is following:		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 tech support points. The approximate list of categories and their price is following:

← Older revision		Revision as of 10:22, 18 January 2016
Line 1:		Line 1:
−	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [http://~~pluton/qualiteam/support~~/~~subscription-based~~-support.html subscription-based support system]}}	+	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [http://www.x-cart.com/technical-support.html subscription-based support system]}}

	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 tech support points. The approximate list of categories and their price is following:		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 tech support points. The approximate list of categories and their price is following:

← Older revision		Revision as of 09:04, 18 January 2016
Line 1:		Line 1:
−	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [http://pluton/qualiteam/support/subscription-based-support.html subscription-~~bases~~ support system]}}	+	{{Note\|The information below is related to the old incident-based support system which is currently replaced with the new [http://pluton/qualiteam/support/subscription-based-support.html subscription-based support system]}}

	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 tech support points. The approximate list of categories and their price is following:		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 tech support points. The approximate list of categories and their price is following:

← Older revision		Revision as of 12:09, 13 March 2012
Line 49:		Line 49:
	If you think you were charged incorrectly, we are ready to reconsider the ticket cost.}}		If you think you were charged incorrectly, we are ready to reconsider the ticket cost.}}

−	{{Note\|The cost of [[~~Qualiteam_professional_services_FAQ#What_is_HotRush_service.3F~~ \|HotRush]] issues is doubled.}}	+	{{Note\|The cost of [[Support_Services:_Hotrush \|HotRush]] issues is doubled.}}

@@ Line 1: / Line 1: @@
-{{Note1| NOTE: The information below is related to the old incident-based support system which is currently replaced with the new [http://pluton/qualiteam/support/subscription-based-support.html subscription-bases support system]}}
+{{Note|The information below is related to the old incident-based support system which is currently replaced with the new [http://pluton/qualiteam/support/subscription-based-support.html subscription-bases support system]}}
 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 tech support points. The approximate list of categories and their price is following:
@@ Line 43: / Line 43: @@
 |}
-{{Note1|NOTE: The issue costs are approximate, as the ticket rate may change during the problem solving.
+{{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, no points will charged for the support ticket according to our[[Qualiteam_professional_services_FAQ#What_is_Qualiteam.27s_bug-fixing_policy.3F | bug-fixing policy]].
@@ Line 49: / Line 49: @@
 If you think you were charged incorrectly, we are ready to reconsider the ticket cost.}}
-{{Note1|NOTE: The cost of [[Qualiteam_professional_services_FAQ#What_is_HotRush_service.3F |HotRush]] issues is doubled.}}
+{{Note|The cost of [[Qualiteam_professional_services_FAQ#What_is_HotRush_service.3F |HotRush]] issues is doubled.}}

← Older revision		Revision as of 13:07, 1 February 2012
Line 1:		Line 1:
		+	{{Note1\| NOTE: The information below is related to the old incident-based support system which is currently replaced with the new [http://pluton/qualiteam/support/subscription-based-support.html subscription-bases support system]}}
		+
	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 tech support points. The approximate list of categories and their price is following:		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 tech support points. The approximate list of categories and their price is following:

@@ Line 4: / Line 4: @@
 ! '''Issue category'''  !! '''Points''' !! '''Description'''
 |-
-| '''General assistance'''
+!scope="row" colspan="3"| '''General assistance'''
 |-
 | General questions || 0 || General questions: explanations of our policies such as support-point system basics, ticket processing rules, etc; description of our services, assistance on HelpDesk and forum usage, and so on.
 |-
-| '''Technical support consulting & assistance'''
+!scope="row" colspan="3"| '''Technical support consulting & assistance'''
 |-
 | Product warranty issues || 0 || Product waranty issues: bugs revealing and further providing of patches
@@ Line 22: / Line 22: @@
 | Other issues || Upon request || Additional services not included into the list. Usually cost more that the specified tasks, therefore discussed with clients first.
 |-
-| '''3rd party software'''
+!scope="row" colspan="3"| '''3rd party software'''
 |-
 | CMS support || from 90 || Currently we are supporting the following software:
@@ Line 32: / Line 32: @@
 We will be happy to help you with the installation, assistance on setting them up or troubleshooting. If you need an assistance on open-source 3rd party software (not even CMS), which is not listed above, feel free to contact us anyway. We will do our best to help you. Also, it will help us to understand what else we should add to the list of supporting software.
 |-
-| '''SEO analysis and enchancements'''
+!scope="row" colspan="3"| '''SEO analysis and enchancements'''
 |-
 | SEO analysis || from 100 || Check of an online store's readiness for indexing by major search engines

@@ Line 2: / Line 2: @@
 {| class="wikitable" border="1"
-! Issue category  !! Points
+! '''Issue category'''  !! '''Points''' !! '''Description'''
 |-
-| General questions || 0
+| '''General assistance'''
 |-
-| Product warranty issues || 0
+| General questions || 0 || General questions: explanations of our policies such as support-point system basics, ticket processing rules, etc; description of our services, assistance on HelpDesk and forum usage, and so on.
 |-
-| Consultation on Software features || 0
+| '''Technical support consulting & assistance'''
 |-
-| Assistance on configuration/modification || 30
+| Product warranty issues || 0 || Product waranty issues: bugs revealing and further providing of patches
 |-
-| Incident solving || 60
+| Consultation on Software features || 0 || Advice on basic usage of X-Cart/LiteCommerce features
 |-
-| Incident solving with protracted debugging || 120
+| Assistance on configuration/modification || 30 || Assistance/consultation on software configuration issues or basic features/design modification. Available if the changes take less than 30 minutes to elaborate. Does not involve any changes on client's server.
 |-
-| Other issues || Upon request
+| Incident solving || 60 || Troubleshooting involving investigation on client's store and/or server
 |}