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. On submitting a support ticket you will be offered to mark your inquiry as urgent (using a special check-box "HotrRush"), 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.
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.
The rate of the urgent tickets is doubled. The service is available only when your technical support balance is positive (above zero).
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').
- 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.