Difference between revisions of "Technical Support Subscription"
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== One-Incident Support == | == One-Incident Support == | ||
Revision as of 12:24, 18 June 2012
Contents
- 1 General Info
- 2 Pricing for Subscription
- 3 One-Incident Support
- 4 How does it work?
- 5 Installation service
- 6 Support Service Scope
- 7 Which service choose - subscription-based support or one-incident service?
- 8 Contact Info
- 9 Skype LiveChat / Skype Phone Call : Terms of Use
- 10 Subscription with Monthly Recurring Payments: Terms of Use
- 11 Other Products and Pricing
- 12 See also
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 899.00 Buy now |
Support Service Scope X-Cart installation included |
| Technical support subscription, 6 months | USD 569.00 Buy now |
Support Service Scope X-Cart installation included |
| Technical support subscription, 3 months | USD 345.00 Buy now |
Support Service Scope X-Cart installation included |
* Payment is made for the whole subscription period at once.
One-Incident Support
| Service | Price | Additional info |
|---|---|---|
Consulting & assistance (one support incident)  Urgent request |
USD 139.00 Buy now |
Support Service Scope Hotrush Service available Skype LiveChat / Skype Phone Call available |
Consulting & assistance (one support incident)  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 system, or emailed to support@qtmsoft.com. Languages: English & Russian.
Engineers availability: 9:00-24:00 GMT+4 (Mon-Fri), 10:00-18:00 GMT+4 (Sat-Sun).
Installation service
X-Cart installation is included into subscription system.
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.
Read more about our additional services at http://www.qtmsoft.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 6-month and 12-month 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 |
US toll-free: 1-877-212-9725 |
US toll-free: 1-800-657-7957 |
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.
- LiveChat / Phone Call can be used for Hotrush requests only
- LiveChat / Phone Call are available at 9:00-17:00 GMT+4 (Mon-Fri)
- LiveChat / Phone Call are limited by 1 hour per incident
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.
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! |
|---|
