Difference between revisions of "Support issues cost"
(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…') |
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{| class="wikitable" border="1" | {| class="wikitable" border="1" | ||
| − | ! Issue category !! Points | + | ! '''Issue category''' !! '''Points''' !! '''Description''' |
|- | |- | ||
| − | | General | + | | '''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''' |
|- | |- | ||
| − | | | + | | Product warranty issues || 0 || Product waranty issues: bugs revealing and further providing of patches |
|- | |- | ||
| − | | | + | | Consultation on Software features || 0 || Advice on basic usage of X-Cart/LiteCommerce features |
|- | |- | ||
| − | | | + | | 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 |
| + | |- | ||
| + | | Incident solving with protracted debugging || 120 || Troubleshooting involving investigation on client's server, code debugging and protracted debug data monitoring | ||
| + | |- | ||
| + | | 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''' | ||
| + | |- | ||
| + | | CMS support || from 90 || Currently we are supporting the following software: | ||
| + | |||
| + | * WordPress | ||
| + | * Drupal | ||
| + | * Joomla! | ||
| + | |||
| + | 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''' | ||
| + | |- | ||
| + | | SEO analysis || from 100 || Check of an online store's readiness for indexing by major search engines | ||
| + | |- | ||
| + | | Installation of X-Cart SEO enchancements || 60-2040 || X-Cart SEO enchancements: SEO-friendly URLs, custom TITLE and META tags for products, categories and static pages, robots.txt configuration, XML sitemap creation | ||
| + | |- | ||
| + | | Google Analytics setup || 60 / hour || Google Analytics installation service for X-Cart/LiteCommerce stores | ||
|} | |} | ||
Revision as of 15:28, 20 October 2011
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:
| Issue category | Points | Description |
|---|---|---|
| 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 | ||
| Product warranty issues | 0 | Product waranty issues: bugs revealing and further providing of patches |
| Consultation on Software features | 0 | Advice on basic usage of X-Cart/LiteCommerce features |
| 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. |
| Incident solving | 60 | Troubleshooting involving investigation on client's store and/or server |
| Incident solving with protracted debugging | 120 | Troubleshooting involving investigation on client's server, code debugging and protracted debug data monitoring |
| 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 | ||
| CMS support | from 90 | Currently we are supporting the following software:
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 | ||
| SEO analysis | from 100 | Check of an online store's readiness for indexing by major search engines |
| Installation of X-Cart SEO enchancements | 60-2040 | X-Cart SEO enchancements: SEO-friendly URLs, custom TITLE and META tags for products, categories and static pages, robots.txt configuration, XML sitemap creation |
| Google Analytics setup | 60 / hour | Google Analytics installation service for X-Cart/LiteCommerce stores |
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 bug-fixing policy.
If you think you were charged incorrectly, we are ready to reconsider the ticket cost. NOTE: The cost of HotRush issues is doubled.
