Technical support services

How do I subscribe for Qualiteam's technical support services?

You can subscribe for the tech support services in the 'Buy products/services' section of your HelpDesk account.

Can Qualiteam staff resolve my issues?

Read about Qualiteam support services at:

• Qualiteam.com: Support overview
• Qualiteam.com: Subscription-based tech support services

What are Technical Support Service Terms of Use?

See: Qualiteam.com: Technical Support Service Terms of Use.

Why do I have no support services for my X-Cart license?

The technical support services are provided on the basis of commercial subscriptions-based support system.

When purchasing an X-Cart license, customers can choose whether to subscribe for the technical support services, or get a discounted price by purchasing a Developer License, which does not have the technical support services included.

If you are a newbie with the X-Cart software, you may need assistance with setting up your first X-Cart-based store. In this case, we recommend our customers to subscribe for the technical support services. Our qualified and skilled support engineers are always ready to help.

If an X-Cart Developer License is purchased, the technical support services are not available. Hence, all your further tech support requests will require subscription for the technical support services, or purchasing one-indecent support package.

To enable the technical support services for your account, you are welcome to purchase the corresponding support services in the 'Buy products/services' section of your HelpDesk account.

You are also welcome to use our publicly available on-line resources:

• Search for the information on our Knowledge Base.
• Join the X-Cart community forum and get help from existing X-Cart users.
• Use our public Issue Tracker for bug registration and monitoring.

See also:

• Qualiteam.com: Subscription-based tech support services.
• Qualiteam's Technical Support Service Terms of Use.

How to contact tech support engineers?

To contact Qualiteam staff, use 'Communication center' section of your Qualiteam account. All your tickets and our replies are organized and stored for future reference. For detailed help please refer to Using your Qualiteam Account page.

What is turnaround time for my ticket?

Standard support queries are guaranteed to be processed in 1 business day turnaround period. HotRush requests are processed out of turn. You may also expedite resolving of an issue reported as a standard support ticket or learn about its progress by contacting us (via the Helpdesk or by phone).

What is support team's working time?

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.

See also:

• Qualiteam.com: Support overview

What is HotRush service?

See: Support Services: Hotrush

How do I withdraw my HotRush request?

In the "Ticket properties" section, click "HotRush request withdrawal" link.

Note: The right to withdraw HotRush request is limited - you can do it maximum 3 times.

See also: Support Services: Hotrush

What is LiveChat service?

See: Support Services: Hotrush

What are warranties for the X-Cart software?

See: X-Cart Software license agreement.

What is Qualiteam's bug-fixing policy?

We provide bug-fixes (patches) for free, and do not charge customers for the task to investigate and reveal a bug. However, customers are supposed to be able to install patches themselves - either using the build-in patch utility, or do it manually using the instructions provided in our Knowledge Base:

• X-Cart FAQs: How to install patches
• X-Cart manual: Applying patches

Basically patches can be easily installed via X-Cart admin back-end, as described in the Knowledge base. However in some cases patches require manual installation. For example:

• Your X-Cart files differ from default ones, as they were modified in some way, for example:
  • you have some custom modification in your X-Cart store (since X-Cart is an open-source software, each customer can modify the software to meet his/her personal needs).
  • you have some other patches manually applied in the past.
• The patch released for a specific issue is created for the software, in which some other (previous) patches need to be applied first to fix other non-related issues.
• File permissions set for your X-Cart installation files do not allow to apply patches via X-Cart admin back-end.

In the above cases, patches would require manual installation, and it would be a time consuming task. Thus, if you need us to apply a patch to your store, it's treated as a separate task for extra fees or may require subscription for the tech support services. Besides you can apply patches manually by yourself using the instructions provided in the Knowledge base.

Please also note that according to the X-Cart Software license agreement:

5. WARRANTIES, DISCLAIMERS AND EXCLUSIVE REMEDIES
...
5.2 This Agreement does not obligate the Author to perform the installation of any corrections, bug fixes, patches or
other updates to the Software licensed hereunder that is installed on your server.

As an alternative to applying separate patches (bug-fixes), you can wait for the next software release, and then upgrade your X-Cart store. All the patches relevant to the previous software version and fixed in the latest release are included into corresponding upgrade packs.

See also:

• What is 'bug'?
• How to report bug?
• Upgrading
• X-Cart 4.4 License Agreement

What is a 'bug'?

A software bug is the common term used to describe an error, flaw, mistake, failure, or fault in a computer program or system that produces an incorrect or unexpected result, or causes it to behave in unintended ways.

Generally, if the Software, running in the environment that meets the Software's System Requirements, does not operate as described in the Software User Manual - it is considered to be a Bug.

See also:

• X-Cart Server Requirements
• LiteCommerce Server Requirements (LC 2.2)
• X-Payments System Requirements
• X-Cart User Manual
• LiteCommerce User Manual
• X-Payments User Manual

How to report a bug?

If you consider the issue found to be a bug in the X-Cart software, please report it in the Issue Tracker.

Before reporting a bug, please take the following actions:

1. Use a stock X-Cart installation of the latest version (with no custom modifications and add-on modules installed) in order to set up the relevant configuration and recreate the possible bug.
2. Double-check the relevant configuration settings in your X-Cart admin back-end, make sure they are configured properly.
3. In your bug report, provide detailed information about the possible bug and relevant software configuration.

Besides, please follow the recommendations provided on the "Report an issue" page in the Issue Tracker. Following all the reconciliations can considerably speed up the possible bug confirmation, troubleshooting and resolution.

You can also find solutions (bug-fixes or patches) for already registered and solved bugs in the Issue Tracker system. Detailed instructions for bug-fixes/patches installation can be found in the Knowledge Base, as well as other useful info such as software manuals and configuration tips, FAQs and troubleshooting articles.

NOTE: If you are using an older version of the X-Cart software (not the latest version), please consider upgrading your store to the latest version in order to eliminate all known and resolved bugs. Both the new releases and the upgrade packs are available for download to registered X-Cart license owners through their personal HelpDesk accounts at https://secure.qtmsoft.com.

Finally, you can take advantage of our commercial Technical Support Services in order to get prompt and qualified assistance from our expert X-Cart's support team in troubleshooting any problems affecting your store (both possible and known software bugs, as well as problems not related to the latter).

See also:

• Read more about the Qualiteam's Technical Support Services
• What is 'bug'?
• Using Qualiteam's Issue Tracker
• Obtaining Upgrade Packs and Database Upgrade Scripts
• Upgrading X-Cart
• Qualiteam's bug-fixing policy

What do 'obsolete' and 'out of guarantee' versions mean?

While creating a support ticket in your 'Communication center', you see 'Obsolete' and 'Out of guarantee' versions of the software on the 'Product version:' drop-down list:

• 'Obsolete' means the version is not the latest one, although it is still supported. So, if you find a bug in an obsolete version, you'll be provided with a free patch for fixing it. As a rule, this is not the latest version of the latest branch.

• 'Out of guarantee' means that if you find a new bug in such version, the only solution are going to have is to upgrade to a newer version of the software. No bug-fixing patches are provided for out-of-guarantee versions. As a rule, this is not the latest version of an earlier branch.

Any version, released earlier than 1 year ago, is considered 'Out of guarantee'.

Nevertheless, we provide support for all versions of the software, so please feel free to contact us via your HelpDesk account, should you require any assistance.

See also:

• Using your Qualiteam Account

Does Qualiteam provide security patches for out-of-guarantee versions?

Generally, all known security issues related to the X-Cart/LiteCommerce software have been addressed in the latest versions of the software. For the older versions, the corresponding security patches are available in the "File Area" section of your personal Helpdesk at the following locations:

• X-Cart -> X-Cart supporting files for prev versions -> {choose your X-Cart version} -> Updates and patches
• LiteCommerce -> LC supporting files for prev versions -> {choose your LiteCommerce version} -> Updates and patches

If a new security issue affecting the X-Cart/LiteCommerce software is found, we will release new security hot-fixes for the latest versions of the software.

Besides, in each case we make a decision on releasing new security patches for every out-of-guarantee version affected by the security issue. Our decision depends on the severity of the security issue found.

In case the security issue found is already addressed in a newer version of the software, the possible solutions are:

• Upgrade to the newer version of the software which has the security issue fixed.
• Apply the corresponding security patch to your specific software version.

Please feel free to contact us via your HelpDesk account, should you require any assistance.

What is Qualiteam's policy about the updates/patches related to changes/bugs in 3rd party APIs/software integrated with the X-Cart software?

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What are support points?

See: Incident-based support: support issues cost

What are issue categories?

See: Incident-based support: support issues cost

Can I refund my support points?

See: Qualiteam.com: Moneyback policy

Do my support points expire?

Your points will expire if not spent during 2 years.