Difference between revisions of "Technical Support Subscription"

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==General Info==
 
==General Info==
  
−
The support services are provided on the subscription basis (fair use policy applies). A subscription is valid for a single store (determined by URL). Each additional store requires purchasing additional subscription.
+
The support services are provided on the [[#Pricing_for_subscription | subscription basis]] (fair use policy applies). A subscription is valid for a single store (determined by URL). Each additional store requires purchasing additional subscription.
  
−
Inquiries should be submitted via our web-based [http://www.qtmsoft.com/support/helpdesk.html HelpDesk system], or emailed to [mailto:support@qtmsoft.com?Subject=Need%20Support support@qtmsoft.com]. Languages: English & Russian.
+
As an alternative to the subscription-based support service, you can use another type of service - [[#One-Incident_Support | One-Incident Support]].
 +
 
 +
==Pricing for Subscription==
 +
 
 +
{| class="wikitable" border="1" style="width: 100%;"
 +
! style="width: 30%; text-align: center;" | '''Subscription period'''  !! style="width: 18%; text-align: center;" | '''Subscription price *''' !! style="width: 52%; text-align: center;" | '''Additional info'''
 +
|-
 +
| Technical support subscription, 1 year || style="text-align: right;" | USD 990.00<br />[https://secure.x-cart.com/customer.php?area=purchase_services&target=generate_invoice&product_1073742000=1&action=buy Buy now] || style="text-align: left;" | [[#Support_Service_Scope | Support Service Scope]]<br />
 +
X-Cart installation included
 +
|-
 +
| Technical support subscription, 1 month || style="text-align: right;" | USD 149.00<br />[https://secure.x-cart.com/customer.php?area=purchase_services&target=generate_invoice&product_1073741985=1&action=buy Buy now] || style="text-align: left;" | [[#Support_Service_Scope | Support Service Scope]]<br />
 +
X-Cart installation included
 +
|}
 +
 
 +
{{Note1 | '''Notes:'''
 +
 
 +
<nowiki>*</nowiki> Payment is made for the whole subscription period at once.
 +
}}
 +
 
 +
== One-Incident Support ==
 +
 
 +
{| class="wikitable" border="1" style="width: 100%;"
 +
! style="width: 40%; text-align: center;" | '''Service'''  !! style="width: 20%; text-align: center;" | '''Price''' !! style="width: 40%; text-align: center;" | '''Additional info'''
 +
|-
 +
| Consulting & assistance (one support incident) [[File:Support hotrush.gif]]<br />Urgent request || style="text-align: right;" | USD 139.00<br />[https://secure.x-cart.com/customer.php?area=purchase_services&target=generate_invoice&product_345=1&action=buy Buy now] || style="text-align: left;" | [[#Support_Service_Scope | Support Service Scope]]<br />[[Support_Services:_Hotrush | Hotrush Service]] available<br />[[#Skype_LiveChat_.2F_Skype_Phone_Call_:_Terms_of_Use | Skype LiveChat / Skype Phone Call]] available
 +
|-
 +
| Consulting & assistance (one support incident) [[File:Support normal.gif]]<br />Normal request || style="text-align: right;" | USD 99.00<br />[https://secure.x-cart.com/customer.php?area=purchase_services&target=generate_invoice&product_1073741950=1&action=buy Buy now] || style="text-align: left;" | [[#Support_Service_Scope | Support Service Scope]]
 +
|}
 +
 
 +
'''Need more options? [https://secure.qtmsoft.com/customer.php?type=T%252CP%252CI&area=purchase_services&target=products_by_brand View all support services] or [http://www.qtmsoft.com/contact_us.html?subject=Technical+support+services Contact us!]'''
 +
 
 +
==How does it work?==
  
 
When you initiate a support request, your support ticket is queued, and our support team will do their best to reply to you within one business day. The actual response time depends on the amount of support tickets in the queue.
 
When you initiate a support request, your support ticket is queued, and our support team will do their best to reply to you within one business day. The actual response time depends on the amount of support tickets in the queue.
  
−
Engineers availability: 9:00-24:00 GMT+4 (Mon-Fri), 10:00-18:00 GMT+4 (Sat-Sun).
+
Inquiries should be submitted via our web-based HelpDesk available via your {{QA}}. Languages: English & Russian.
  
−
{{Note1|'''Note''': Please use the special [https://bugtracker.qtmsoft.com/ 'Issue Tracker'] system for bug registration.}}
+
Engineers availability: 6:00-01:00 GMT+3 (Mon-Fri), 10:00-18:00 GMT+3 (Sat-Sun).
 +
 
 +
{{Note1|'''Note''': Please use our {{BT}} system for bug registration.}}
 +
 
 +
==Installation service==
 +
 
 +
X-Cart installation is included into subscription system.
 +
 
 +
{{Note|[[Advanced_installation_services|Certain tasks]] are not included into the regular Installation Service price and may involve extra charges.}}
  
 
==Support Service Scope==
 
==Support Service Scope==
 +
 +
The below '''Service Scope''' applies both to the subscription-based support and one-incident service:
 +
 
* Consulting and assistance on store setup
 
* Consulting and assistance on store setup
 
* Consulting and assistance on shipping, payment, tax and language configuration
 
* Consulting and assistance on shipping, payment, tax and language configuration
Line 21: Line 63:
 
* Bugfixes and security patches
 
* Bugfixes and security patches
 
* Troubleshooting
 
* Troubleshooting
−
* Support for custom mods made by Qualiteam
 
  
 
'''<u>Not included:</u>'''
 
'''<u>Not included:</u>'''
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* Custom SEO
 
* Custom SEO
  
−
The above services are provided for additional fee.
+
The services listed under "Not included" are provided for additional fee.
 +
 
 +
{{Note1 | '''Note:''' Support for custom mods made by Qualiteam is provided according to the [http://www.x-cart.com/custom_development_agreement.html Customization Agreement] }}
  
−
Read more about our additional services at http://www.qtmsoft.com/services.html, and feel free to contact us to [http://www.qtmsoft.com/request_quote.html get a quote].
+
Read more about our additional services at http://www.x-cart.com/services.html, and feel free to contact us to [http://www.x-cart.com/contact-us.html get a quote].
  
−
The terms above also apply to [[#One-Incident_Support | one-incident support service]].
+
== Which service choose - subscription-based support or one-incident service? ==
  
−
==Pricing for Subscription==
+
See the features list below and choose the service which fits your business in the best way.
  
−
{| class="wikitable" border="1" style="width: 100%;"
+
The <b>Subscription-Based Support Service</b> features:
−
! style="width: 30%;" | '''Subscription period'''  !! style="width: 18%;" | '''Subscription price *''' !! style="width: 52%;" | '''Additional info'''
+
* unlimited number of support inquiries during the subscription period (fair use policy applies)
−
|-
+
* guaranteed email reply during 1 business day (for common inquiries)
−
| Technical support subscription, 1 year || style="text-align: right;" | USD 899.00<br />[https://secure.qtmsoft.com/customer.php?type=T&area=purchase_services&target=products_by_brand Buy now] || style="text-align: left;" | Monthly recurring payments: [http://www.qtmsoft.com/contact_us.html?subject=Technical+subscription:+monthly+recurring+payments Contact us!] to get more information **
+
* [[Support_Services:_Hotrush | Hotrush]] support service is available (on customer's demand)
−
|-
+
* guaranteed reply time during 2 hours for [[Support_Services:_Hotrush | Hotrush]] requests
−
| Technical support subscription, 6 months || style="text-align: right;" | USD 569.00<br />[https://secure.qtmsoft.com/customer.php?type=T&area=purchase_services&target=products_by_brand Buy now] || style="text-align: left;" |
+
* [[#Skype_LiveChat_.2F_Skype_Phone_Call_:_Terms_of_Use | Skype LiveChat / Skype Phone Call]] are available (for 1-month and 1-year subscriptions only, on customer's demand)
−
|-
 
−
| Technical support subscription, 3 months || style="text-align: right;" | USD 345.00<br />[https://secure.qtmsoft.com/customer.php?type=T&area=purchase_services&target=products_by_brand Buy now] || style="text-align: left;" |
 
−
|}
 
  
−
{{Note1 | '''Notes:'''
+
The <b>One-Incident Support Service (Normal Request)</b> features:
−
<nowiki>*</nowiki> Payment is made for the whole subscription period at once.
+
* resolution of a complex problem/issue is guaranteed
−
<nowiki>**</nowiki> '''Coming soon!''' Monthly recurring payments will be only available for 1-year subscription commitment. See also: [[#Subscription_with_Monthly_Recurring_Payments:_Terms_of_Use | Terms of Use]].}}
+
* guaranteed email reply during 1 business day (for common inquiries)
 +
* Hotrush / Skype LiveChat / Skype phone call are <b>NOT</b> available
  
−
'''[http://www.qtmsoft.com/contact_us.html?subject=Technical+support+subscription:+monthly+recurring+payments Contact us]''' to get more info about monthly recurring payments.
+
The <b>One-Incident Support Service (Urgent Request)</b> features:
 +
* resolution of a complex problem/issue is guaranteed
 +
* guaranteed email reply during 1 business day (for common inquiries)
 +
* [[Support_Services:_Hotrush | Hotrush]] support service is available (on customer's demand)
 +
* guaranteed reply time during 2 hours for [[Support_Services:_Hotrush | Hotrush]] requests
 +
* [[#Skype_LiveChat_.2F_Skype_Phone_Call_:_Terms_of_Use | Skype LiveChat / Skype Phone Call]] are available (on customer's demand)
  
−
== One-Incident Support ==
+
==Contact Info==
  
 
{| class="wikitable" border="1" style="width: 100%;"
 
{| class="wikitable" border="1" style="width: 100%;"
−
! scope="row" colspan="3" | Need [[One-Incident_Support_Service | one-incident support service]]? Check the option below:
+
! style="width: 33%; text-align: center;" | '''Technical Support'''  !! style="width: 33%; text-align: center;" | '''Customer Service''' !! style="width: 33%; text-align: center;" | '''Sales department'''
−
|-
 
−
! style="width: 40%;" | '''Service'''  !! style="width: 20%;" | '''Price''' !! style="width: 40%;" | '''Additional info'''
 
 
|-
 
|-
−
| Consulting & assistance (one support incident) || style="text-align: right;" | USD 139.00<br />[https://secure.qtmsoft.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand&subject=19 Buy now] || style="text-align: left;" | See also: [[Technical_Support_Subscription#Support_Service_Scope | Support Service Scope]]
+
| style="text-align: left;" |
 +
Available via [https://secure.x-cart.com/ HelpDesk] system only<br />
 +
E-mail: [mailto:support@x-cart.com support@x-cart.com]<br />
 +
Working hours:<br />6:00-01:00 GMT+3 (Mon-Fri)<br />
 +
10:00-18:00 GMT+3 (Sat-Sun)
 +
| style="text-align: left;" |
 +
US toll-free: 1-800-657-7957<br />
 +
UK toll-free: 44-800-048-8862<br />
 +
International: +7 (499) 608-8900<br />
 +
E-mail: helpdesk@x-cart.com
 +
| style="text-align: left;" |
 +
US toll-free: 1-800-657-7957<br />
 +
UK toll-free: 44-800-048-8862<br />
 +
International: +7 (499) 608-8900<br />
 +
E-mail: sales@x-cart.com
 
|}
 
|}
  
−
'''Need more options? [https://secure.qtmsoft.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand View all support services] or [http://www.qtmsoft.com/contact_us.html?subject=Technical+support+services Contact us!]'''
+
==Skype LiveChat / Skype Phone Call : Terms of Use==
 +
 
 +
To initiate LiveChat or Phone Call please provide us with your Skipe ID and specify preferable communication session time in the corresponding support ticket. We will arrange the time for your LiveChat / Phone Call with a support engineer available in accordance to our working hours and your preferences.
 +
 
 +
{{Note1|'''Important''':
 +
* LiveChat / Phone Call can be used for [[Support_Services:_Hotrush | Hotrush requests]] only
 +
* LiveChat / Phone Call are available at 9:00-17:00 GMT+3 (Mon-Fri)
 +
* LiveChat / Phone Call are limited by 1 hour per incident
 +
}}
 +
 
  
 
== Other Products and Pricing ==
 
== Other Products and Pricing ==
  
 
{| class="wikitable" border="1" style="width: 100%;"
 
{| class="wikitable" border="1" style="width: 100%;"
−
! scope="row" | Do not have any X-Cart license yet?<br />'''[http://www.x-cart.com/buy.html Buy it now!]''' || Need reliable hosting for X-Cart?<br/>'''[http://www.x-cart.com/hosting.html Check the option below!]'''
+
! scope="row" style="text-align: center;" | Do not have any X-Cart license yet?<br />'''[http://www.x-cart.com/software_pricing.html Buy it now!]''' || style="text-align: center;" | Need reliable hosting for X-Cart?<br/>'''[http://www.x-cart.com/hosting.html Check the option below!]'''
 
|}
 
|}
−
 
−
==Subscription with Monthly Recurring Payments: Terms of Use==
 
−
 
−
1. When purchasing subscription with monthly recurring payments, you undertake to pay the whole subscription period with monthly payments in equal parts.
 
−
 
−
2. If one or more monthly payments are missed, the support service provision is suspended until all the missing and current payments are made.
 
−
 
−
3. You are not allowed to purchase another subscription with monthly recurring payments until the current one is paid in full (for the whole subscription period).
 
−
 
−
4. The rest subscription period can be paid by purchasing 3, 6 or 12 month subscriptions.
 
  
 
==See also==
 
==See also==
−
* [http://www.qtmsoft.com/support/terms-of-use.html Technical Support Service Terms of Use]
+
* [http://www.x-cart.com/support-terms-of-use.html Technical Support Service Terms of Use]
−
* [http://www.qtmsoft.com/moneyback_policy.html Legal notices]
+
* [http://www.x-cart.com/moneyback_policy.html Legal notices]

Latest revision as of 12:58, 28 January 2016

General Info

The support services are provided on the subscription basis (fair use policy applies). A subscription is valid for a single store (determined by URL). Each additional store requires purchasing additional subscription.

As an alternative to the subscription-based support service, you can use another type of service - One-Incident Support.

Pricing for Subscription

Subscription period Subscription price * Additional info
Technical support subscription, 1 year USD 990.00
Buy now		 Support Service Scope

X-Cart installation included

Technical support subscription, 1 month USD 149.00
Buy now		 Support Service Scope

X-Cart installation included

Notes:

* Payment is made for the whole subscription period at once.

One-Incident Support

Service Price Additional info
Consulting & assistance (one support incident) Support hotrush.gif
Urgent request		 USD 139.00
Buy now		 Support Service Scope
Hotrush Service available
Skype LiveChat / Skype Phone Call available
Consulting & assistance (one support incident) Support normal.gif
Normal request		 USD 99.00
Buy now		 Support Service Scope

Need more options? View all support services or Contact us!

How does it work?

When you initiate a support request, your support ticket is queued, and our support team will do their best to reply to you within one business day. The actual response time depends on the amount of support tickets in the queue.

Inquiries should be submitted via our web-based HelpDesk available via your X-Cart Account. Languages: English & Russian.

Engineers availability: 6:00-01:00 GMT+3 (Mon-Fri), 10:00-18:00 GMT+3 (Sat-Sun).

Note: Please use our Issue tracker system for bug registration.

Installation service

X-Cart installation is included into subscription system.

Note: Certain tasks are not included into the regular Installation Service price and may involve extra charges.

Support Service Scope

The below Service Scope applies both to the subscription-based support and one-incident service:

  • Consulting and assistance on store setup
  • Consulting and assistance on shipping, payment, tax and language configuration
  • Consulting on customer conversion
  • Diagnosis and resolution of PHP and MySQL errors
  • Diagnosis and resolution of HTML and CSS related problems
  • Consulting on minor design adjustments in templates/CSS files
  • Consulting on minor adjustments in PHP code
  • Bugfixes and security patches
  • Troubleshooting

Not included:

  • Data migration
  • Custom development
  • Web design
  • Template integration
  • Development support
  • Support for 3rd party modifications
  • Software upgrades other than by means of automated tools
  • Performance tuning
  • Custom SEO

The services listed under "Not included" are provided for additional fee.

Note: Support for custom mods made by Qualiteam is provided according to the Customization Agreement

Read more about our additional services at http://www.x-cart.com/services.html, and feel free to contact us to get a quote.

Which service choose - subscription-based support or one-incident service?

See the features list below and choose the service which fits your business in the best way.

The Subscription-Based Support Service features:

  • unlimited number of support inquiries during the subscription period (fair use policy applies)
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush support service is available (on customer's demand)
  • guaranteed reply time during 2 hours for Hotrush requests
  • Skype LiveChat / Skype Phone Call are available (for 1-month and 1-year subscriptions only, on customer's demand)

The One-Incident Support Service (Normal Request) features:

  • resolution of a complex problem/issue is guaranteed
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush / Skype LiveChat / Skype phone call are NOT available

The One-Incident Support Service (Urgent Request) features:

  • resolution of a complex problem/issue is guaranteed
  • guaranteed email reply during 1 business day (for common inquiries)
  • Hotrush support service is available (on customer's demand)
  • guaranteed reply time during 2 hours for Hotrush requests
  • Skype LiveChat / Skype Phone Call are available (on customer's demand)

Contact Info

Technical Support Customer Service Sales department

Available via HelpDesk system only
E-mail: support@x-cart.com
Working hours:
6:00-01:00 GMT+3 (Mon-Fri)
10:00-18:00 GMT+3 (Sat-Sun)

US toll-free: 1-800-657-7957
UK toll-free: 44-800-048-8862
International: +7 (499) 608-8900
E-mail: helpdesk@x-cart.com

US toll-free: 1-800-657-7957
UK toll-free: 44-800-048-8862
International: +7 (499) 608-8900
E-mail: sales@x-cart.com

Skype LiveChat / Skype Phone Call : Terms of Use

To initiate LiveChat or Phone Call please provide us with your Skipe ID and specify preferable communication session time in the corresponding support ticket. We will arrange the time for your LiveChat / Phone Call with a support engineer available in accordance to our working hours and your preferences.

Important:
  • LiveChat / Phone Call can be used for Hotrush requests only
  • LiveChat / Phone Call are available at 9:00-17:00 GMT+3 (Mon-Fri)
  • LiveChat / Phone Call are limited by 1 hour per incident


Other Products and Pricing

Do not have any X-Cart license yet?
Buy it now!		 Need reliable hosting for X-Cart?
Check the option below!

See also

Retrieved from "https://help.x-cart.com/index.php?title=Technical_Support_Subscription&oldid=14459"