Support Services: Hotrush

Taking into account that sometimes X-Cart users encounter such issues that require immediate 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, for example:

• Your X-Cart store / webs-site is down
• Payment processing has stopped working in your X-Cart store
• Shipping rates calculation has stopped working in your X-Cart store
• Customers can not checkout in your X-Cart store for any reason
• You can not log in to your X-Cart admin back-end

On submitting a support ticket you will be offered to mark your inquiry as urgent (using a special check-box "HotRush"), i.e. to be processed right after the request is posted.

When you create a hot-rush ticket during our working hours, it is processed immediately, our support engineers are obliged to respond within 1 hour. If the hot-rush issue is created during non-working hours of the support department, it is processed in the beginning of the next working day, within an hour as well.

Note: Usually, it takes about 1 hour to respond to hot-rush tickets. However, the response time also depends on the replication process between our servers, which usually takes 15-30 minutes.

Our working time is 9:00-24:00 (Monday-Friday), 10:00-18:00 (Saturday-Sunday) by our local time. Our local time is GMT+4 in summer and GMT+3 in winter.

Note: The HotRush support service is available only when your technical support subscription is active or you have at least 120 support points in your Helpdesk account, or have one-incident support service purchased.

You can uncheck the "HotRush" check-box while the ticket has status 'Submitted' (before the ticket's status is changed to 'Assigned'). Also you have the right to withdraw your HotRush request (maximum 3 times) for any reasons while the ticket has status 'Assigned' or 'In progress' (before the ticket's status is changed to 'Closed').

Note: The service is available for requests to the Technical support department alone. So, we remove off the Hotrush 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.

Besides, we remove off the Hotrush status from the support tickets of the following kind:

• consultation about X-Cart code/architecture
• consultation on "how-to" questions about minor modifications of the X-Cart code
• consultation on minor modifications of your X-Cart store's design
• consultation and assistance on your X-Cart store setup
• consultation and assistance on shipping, taxes, language configuration in your X-Cart store

If you need to get as faster reply as possible on the support tickets of such kind, please use the 'Priority' select-box when creating a new support ticket.