Difference between revisions of "Technical support services"

From X-Cart 4 Classic
Jump to: navigation, search
(→‎How do I subscribe for Qualiteam's technical support services?)
 
(17 intermediate revisions by 4 users not shown)
Line 1: Line 1:
−
==Technical support service==
 
−
 
−
===What are Qualiteam's technical support services?===
 
−
 
−
<i>GENERAL SUPPORT SERVICES OVERVIEW</i>
 
−
 
−
The technical support services are provided on the basis of commercial[http://www.qtmsoft.com/support/incident-based-support.html incident-based support system] and evaluated with [[Qualiteam_professional_services_FAQ#What_are_support_points.3F | "support points"]].
 
−
 
−
To be subscribed for the support services, you should have support points in your balance. Support points can be purchased in the [https://secure.qtmsoft.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand&subject=19 'Buy products/services']section of your HelpDesk account.
 
−
 
−
It is recommended to replenish your support points balance beforehand, and keep it positive to ensure the service continuity. The recommended balance is 120 points, it is usually enough to troubleshoot 2 incidents or 4 configuration issues; or 1 incident or 2 configuration issues in[[Qualiteam_professional_services_FAQ#What_is_HotRush_service.3F | "hot-rush"]] mode.
 
−
 
−
If the investigation reveals that the problem you report to our support team is a bug in the X-Cart software, no points will be taken from your account for the issue investigation, and you will receive a patch[[Qualiteam_professional_services_FAQ#Does_Qualiteam_provide_bug-fixes_.28patches.29_for_free.3F |for free]].
 
−
 
−
The points remaining in your account can be used for your following support request in the future, or [[Qualiteam_professional_services_FAQ#Can_I_refund_my_support_points.3F | refunded]] according to our [http://www.qtmsoft.com/moneyback_policy.html money-back policy].
 
−
 
−
<i>X-CART HOSTING SUPPORT</i>
 
−
 
−
All technical issues related to the X-Cart hosting are solved for free by our hosting team. However, issues related to your X-Cart installation (for example, X-Cart configuration assistance, X-Cart usage and simple code modification advices, various problems/incidents solving, etc.) are under consideration of our X-Cart support team (see <i>General Support Services Overview</i>).
 
−
 
−
<i>SUPPORT SERVICES WARRANTIES</i>
 
−
 
−
If it turns out that the issue reported is related/caused by the work previously done by our support engineers and which you paid for, the issue will be resolved free of charge for you, and no points will be taken from you account for such issue troubleshooting.
 
−
 
−
<i>CUSTOM DEVELOPMENT BASIC SUPPORT & WARRANTIES</i>
 
−
 
−
As for the basic support and warranties related to the Software Modifications implemented by our company developers, please read here:
 
−
 
−
* [http://www.qtmsoft.com/custom_development_agreement.html#a4 Qualiteam.com: Customization Agreement. 4. Support]
 
−
* [http://www.qtmsoft.com/custom_development_agreement.html#a5 Qualiteam.com: Customization Agreement. 5. Representations and warranties of the developer]
 
−
 
−
If you find any issue related to the Software Modifications implemented by our company developers, feel free to contact our project managers directly in the corresponding project's ticket. If the modification is still under warranty, the issue will be resolved for free. You will be also provided with basic support related to the modification during the warranty period.
 
−
 
−
See also:
 
−
 
−
* [http://www.qtmsoft.com/support.html Qualiteam.com: Support overview]
 
−
* [http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
 
−
* [http://www.qtmsoft.com/support/bug-fixing-policy.html Qualiteam.com: Bug-fixing policy]
 
−
* [[Qualiteam_professional_services_FAQ#What_is_Qualiteam.27s_bug-fixing_policy.3F | What is Qualiteam's bug-fixing policy?]]
 
−
 
 
===How do I subscribe for Qualiteam's technical support services?===
 
===How do I subscribe for Qualiteam's technical support services?===
  
−
You can subscribe for the support services in the [https://secure.qtmsoft.com/customer.php?area=purchase_services&target=our_products 'Buy products/services'] section of your HelpDesk account. For more information about the support services please refer to[[Qualiteam_professional_services_FAQ#What_are_Qualiteam.27s_technical_support_services.3F | this section]].
+
You can subscribe for the tech support services in the [https://secure.x-cart.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand 'Buy products/services'] section of your {{QA}}.
  
 
===Can Qualiteam staff resolve my issues?===
 
===Can Qualiteam staff resolve my issues?===
Line 47: Line 7:
 
Read about Qualiteam support services at:
 
Read about Qualiteam support services at:
  
−
* [http://www.qtmsoft.com/support.html Qualiteam.com: Support overview]
+
* [https://www.qtmsoft.com/support.html Qualiteam.com: Support overview]
−
* [http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
+
* [https://www.qtmsoft.com/support/subscription-based-support.html Qualiteam.com: Subscription-based tech support services]
−
* [[Qualiteam_professional_services_FAQ#What_are_Qualiteam.27s_technical_support_services.3F | What are Qualiteam's technical support services?]]
 
  
 
===What are Technical Support Service Terms of Use?===
 
===What are Technical Support Service Terms of Use?===
  
−
See: [[Using_your_Qualiteam_Account#Qualiteam.27s_Technical_Support_Service_Terms_of_Use |Qualiteam's Technical Support Service Terms of Use]].
+
See: [https://www.qtmsoft.com/support/terms-of-use.html  Qualiteam.com: Technical Support Service Terms of Use].
  
 
===Why do I have no support services for my X-Cart license?===
 
===Why do I have no support services for my X-Cart license?===
  
−
The technical support services are provided on the basis of commercial[http://www.qtmsoft.com/support/incident-based-support.html incident-based support system] and evaluated with "support points".
+
The technical support services are provided on the basis of commercial [https://www.qtmsoft.com/support/subscription-based-support.html subscriptions-based support system].
  
−
When purchasing an X-Cart license, customers can choose whether to subscribe for support services (purchase license including support points) or get a discounted price, which does not have the technical support services (support points) included.
+
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.
  
−
Here is the detailed information on our pricing:
+
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.
  
−
* [https://secure.qtmsoft.com/customer.php?area=purchase_services&target=customerproductselectQualiteam's products and services]
+
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.
  
−
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 support services. Our qualified and skilled support engineers are always ready to help.
+
To enable the technical support services for your account, you are welcome to purchase the corresponding support services in the [https://secure.x-cart.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand 'Buy products/services'] section of your HelpDesk account.
−
 
 
−
If an X-Cart license is purchased without support points included, the technical support services are not available. All your further tech support requests will require purchasing support points.
 
−
 
 
−
To enable the technical support services for your account, feel free to replenish your support points balance in the [https://secure.qtmsoft.com/customer.php?type=T%252CP&area=purchase_services&target=products_by_brand&subject=19 'Buy products/services']section of your HelpDesk account.
 
  
 
You are also welcome to use our publicly available on-line resources:
 
You are also welcome to use our publicly available on-line resources:
  
−
* Search for the information on our [http://help.qtmsoft.com/ Help portal].
+
* Search for the information on our [https://help.qtmsoft.com/ Knowledge Base].
−
* Join the [http://forum.x-cart.com X-Cart community forum] and get help from existing X-Cart users.
+
* Join the [https://forum.x-cart.com X-Cart community forum] and get help from existing X-Cart users.
 
* Use our public [https://bugtracker.qtmsoft.com/ Issue Tracker] for bug registration and monitoring.
 
* Use our public [https://bugtracker.qtmsoft.com/ Issue Tracker] for bug registration and monitoring.
  
 
See also:
 
See also:
  
−
* [http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
+
* [https://www.qtmsoft.com/support/subscription-based-support.html Qualiteam.com: Subscription-based tech support services].
−
* [[Qualiteam_professional_services_FAQ#What_are_Qualiteam.27s_technical_support_services.3F | What are Qualiteam's technical support services?]]
 
 
* [[Using_your_Qualiteam_Account#Qualiteam.27s_Technical_Support_Service_Terms_of_Use | Qualiteam's Technical Support Service Terms of Use]].
 
* [[Using_your_Qualiteam_Account#Qualiteam.27s_Technical_Support_Service_Terms_of_Use | Qualiteam's Technical Support Service Terms of Use]].
−
 
−
===What are support points?===
 
−
 
−
See: [http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
 
−
 
−
===Can I refund my support points?===
 
−
 
−
See: [http://www.qtmsoft.com/moneyback_policy.html Qualiteam.com: Moneyback policy]
 
−
 
−
===Do my support points expire?===
 
−
 
−
Your points will expire if not spent during 2 years.
 
−
 
−
===How many points are charged for a support issue (incident)?===
 
−
 
−
{{:Support_issues_cost}}
 
−
 
−
See also:
 
−
 
−
* [http://www.qtmsoft.com/support/incident-based-support.html#issues Qualiteam.com: Support issues cost]
 
−
* [http://www.qtmsoft.com/support/bug-fixing-policy.html Qualiteam.com: Bug fixing policy]
 
−
 
−
===What are issue categories?===
 
−
 
−
{| class="wikitable" border="1"
 
−
! Issue category  !! Description
 
−
|-
 
−
| General questions || General questions: explanations of our policies such as support-point system basics, ticket processing rules, etc; description of our services, assistance on HelpDesk and forum usage, and so on.
 
−
|-
 
−
| Product warranty issues || Product waranty issues: bugs revealing and further providing of patches.
 
−
|-
 
−
| Consultation on Software features || Advice on basic usage of X-Cart/LiteCommerce features.
 
−
|-
 
−
| Assistance on configuration/modification || Assistance/consultation on software configuration issues or basic features/design modification. Available if the changes take less than 30 minutes to elaborate. Does not involve any changes on client's server.
 
−
|-
 
−
| Incident solving || Troubleshooting involving investigation on client's store and/or server.
 
−
|-
 
−
| Incident solving with protracted debugging || Troubleshooting involving investigation on client's server, code debugging and protracted debug data monitoring.
 
−
|-
 
−
| Other issues || Additional services not included into the list. Usually cost more that the specified tasks, therefore discussed with clients first.
 
−
|}
 
  
 
===How to contact tech support engineers?===
 
===How to contact tech support engineers?===
  
−
To contact Qualiteam staff, use 'Communication center' section of your [https://secure.qtmsoft.comQualiteam 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.
+
To contact Qualiteam staff, use 'Communication center' section of your {{QA}}. 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?===
 
===What is turnaround time for my ticket?===
Line 134: Line 47:
 
===What is support team's working time?===
 
===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.
+
Our working time is 8:00-24:00 (Monday-Friday), 10:00-18:00 (Saturday-Sunday) by our local time. Our local time is GMT+4.
  
 
See also:
 
See also:
  
−
* [http://www.qtmsoft.com/support.html Qualiteam.com: Support overview]
+
* [https://www.qtmsoft.com/support.html Qualiteam.com: Support overview]
−
* [http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
 
  
 
===What is HotRush service?===
 
===What is HotRush service?===
  
−
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[[Using_your_Qualiteam_Account#.22HotRush.22_checkbox |"HotrRush"]]), i.e. to be processed right after the request is posted.
+
See: [[:Support_Services:_Hotrush | Support Services: Hotrush]]
−
 
 
−
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.
 
−
 
 
−
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 [[Using_your_Qualiteam_Account#.22HotRush.22_checkbox |"HotRush"]] check-box while the ticket has status <i>'Submitted'</i> (before the ticket's status is changed to<i>'Assigned'</i>). Also you have the right to withdraw your HotRush request (maximum 3 times) for any reasons while the ticket has status <i>'Assigned'</i> or <i>'In progress'</i> (before the ticket's status is changed to <i>'Closed'</i>).
 
−
 
 
−
{{note|The service is available for requests to the Technical support department alone. We remove off the high priority 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.}}
 
−
 
 
−
See also:
 
−
 
 
−
*[http://www.qtmsoft.com/support/hotrush.html Qualiteam.com: HotRush service]
 
  
 
===How do I withdraw my HotRush request?===
 
===How do I withdraw my HotRush request?===
Line 171: Line 63:
 
{{note|The right to withdraw HotRush request is limited - you can do it maximum 3 times.}}
 
{{note|The right to withdraw HotRush request is limited - you can do it maximum 3 times.}}
  
−
 
+
See also: [[:Support_Services:_Hotrush | Support Services: Hotrush]]
−
 
 
−
 
 
  
 
===What is LiveChat service?===
 
===What is LiveChat service?===
  
−
See: [http://www.qtmsoft.com/support/hotrush.html Qualiteam.com: HotRush service]
+
See: [[:Support_Services:_Hotrush | Support Services: Hotrush]]
  
 
===What are warranties for the X-Cart software?===
 
===What are warranties for the X-Cart software?===
  
−
See: [http://www.x-cart.com/software_license_agreement.html X-Cart Software license agreement] and[[Qualiteam_professional_services_FAQ#Is_Product_Warranty_limited.3F | Is Product Warranty limited?]]
+
See: [https://www.x-cart.com/license-agreement.html X-Cart Software license agreement].
−
 
 
−
===Is Product Warranty limited?===
 
−
 
 
−
Product warranty is limited and lasts for 1 (one) year since the last purchase of any product or service from our company.
 
−
 
 
−
{{Note1|Note: No warranty is provided under the terms of the[http://www.x-cart.com/software_license_agreement.html Evaluation license].}}
 
−
 
 
−
===Does Qualiteam provide bug-fixes (patches) for free?===
 
−
 
 
−
Bug-fixes (patches) are provided free of charge during a[[Qualiteam_professional_services_FAQ#Is_Product_Warranty_limited.3F | limited product warranty period]], which lasts for one year since the last purchase of any product or service from our company. When the limited product warranty period is over, all issues are resolved within the bounds of the regular prepaid [http://www.qtmsoft.com/support/incident-based-support.html support services].
 
−
 
 
−
{{Note1|Note: No warranty is provided under the terms of the[http://www.x-cart.com/software_license_agreement.html Evaluation license].}}
 
−
 
 
−
See also:
 
−
 
 
−
* [[Qualiteam_professional_services_FAQ#Is_Product_Warranty_limited.3F | Is Product Warranty limited?]]
 
−
* [[Qualiteam_professional_services_FAQ#What_is_Qualiteam.27s_bug-fixing_policy.3F | What is Qualiteam's bug-fixing policy?]]
 
−
* [http://www.x-cart.com/software_license_agreement.html Qualiteam.com: X-Cart License Agreement]
 
  
 
===What is Qualiteam's bug-fixing policy?===
 
===What is Qualiteam's bug-fixing policy?===
  
−
We provide bug-fixes (patches)[[Qualiteam_professional_services_FAQ#Does_Qualiteam_provide_bug-fixes_.28patches.29_for_free.3F |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:
+
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.3F | How to install patches]]
+
* [[X-Cart:FAQs#How_to_install_patches.3F | X-Cart FAQs: How to install patches]]
−
* [[X-Cart:Applying_Patches | Applying patches]]
+
* [[X-Cart:Applying_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:
 
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:
Line 216: Line 88:
 
* File permissions set for your X-Cart installation files do not allow to apply patches via X-Cart admin back-end.
 
* 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 support points. Besides you can apply patches manually by yourself using the instructions provided in the Knowledge base.
+
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 [http://www.x-cart.com/software_license_agreement.htmlX-Cart Software license agreement]:
+
Please also note that according to the [https://www.x-cart.com/license-agreement.html X-Cart Software license agreement]:
  
 
<pre>
 
<pre>
Line 227: Line 99:
 
</pre>
 
</pre>
  
−
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 are included into the next release.
+
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:
 
See also:
 
*[[Qualiteam_professional_services_FAQ#What_is_.27bug.27.3F | What is 'bug'?]]
 
*[[Qualiteam_professional_services_FAQ#What_is_.27bug.27.3F | What is 'bug'?]]
−
*[http://www.qtmsoft.com/support/bug-fixing-policy.html Qualiteam.com: Bug-fixing policy]
+
*[[Technical_support_services#How_to_report_bug.3F | How to report bug?]]
−
*[http://www.qtmsoft.com/support/incident-based-support.html Qualiteam.com: Incident-based support]
+
*[https://help.qtmsoft.com/index.php?title=X-Cart:Upgrading Upgrading]
−
*[http://www.x-cart.com/software_license_agreement.html X-Cart 4.4 License Agreement]
+
*[https://www.x-cart.com/license-agreement.html X-Cart 4.4 License Agreement]
−
*[http://help.qtmsoft.com/index.php?title=X-Cart:Upgrading Upgrading]
 
  
−
===What is 'bug'?===
+
===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.
 
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[http://en.wikipedia.org/wiki/Software_bug Bug].
+
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 [https://en.wikipedia.org/wiki/Software_bug Bug].
  
 
See also:
 
See also:
Line 249: Line 120:
 
* [[LiteCommerce:User_manual_contents | LiteCommerce User Manual]]
 
* [[LiteCommerce:User_manual_contents | LiteCommerce User Manual]]
 
* [[X-Payments:User_manual | X-Payments User Manual]]
 
* [[X-Payments: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 [https://bt.x-cart.com/bug_report_page.php Issue Tracker].
 +
 +
Before reporting a bug, please take the following actions:
 +
 +
# 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.
 +
# Double-check the relevant configuration settings in your X-Cart admin back-end, make sure they are configured properly.
 +
# In your bug report, provide detailed information about the possible bug and relevant software configuration.
 +
 +
Besides, please follow the recommendations provided on the [https://bt.x-cart.com/bug_report_page.php "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 [[X-Cart:Applying_Patches | 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 {{QA}}.
 +
 +
Finally, you can take advantage of our commercial [https://www.x-cart.com/ecommerce-support.html 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 [https://www.x-cart.com/ecommerce-support.html X-Cart Technical Support Services]
 +
* [[Technical_support_services#What_is_.27bug.27.3F | What is 'bug'?]]
 +
* [[Using_bugtracker.qtmsoft.com | Using Qualiteam's Issue Tracker]]
 +
* [[X-Cart:Obtaining_Upgrade_Packs_and_Database_Upgrade_Scripts | Obtaining Upgrade Packs and Database Upgrade Scripts]]
 +
* [[X-Cart:Upgrading | Upgrading X-Cart]]
 +
* [[Technical_support_services#What_is_Qualiteam.27s_bug-fixing_policy.3F | Qualiteam's bug-fixing policy]]
  
 
===What do 'obsolete' and 'out of guarantee' versions mean?===
 
===What do 'obsolete' and 'out of guarantee' versions mean?===
Line 254: Line 151:
 
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:
 
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[[Qualiteam_professional_services_FAQ#Does_Qualiteam_provide_bug-fixes_.28patches.29_for_free.3F |free patch]] for fixing it. As a rule, this is not the latest version of the latest branch.
+
* '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 [[Qualiteam_professional_services_FAQ#Does_Qualiteam_provide_bug-fixes_.28patches.29_for_free.3F | 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.
 
* '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.
Line 280: Line 177:
 
* Upgrade to the newer version of the software which has the security issue fixed.
 
* Upgrade to the newer version of the software which has the security issue fixed.
 
* Apply the corresponding security patch to your specific software version.
 
* Apply the corresponding security patch to your specific software version.
−
 
−
Security patches can be applied in the context of the[http://www.qtmsoft.com/support/incident-based-support.html Technical Support services] for support points, or in the context of the [http://www.qtmsoft.com/custom_development.html Custom web development services].
 
  
 
Please feel free to contact us via your HelpDesk account, should you require any assistance.
 
Please feel free to contact us via your HelpDesk account, should you require any assistance.
Line 288: Line 183:
  
 
Text goes here...
 
Text goes here...
 +
 +
=== What are support points?===
 +
 +
See: [[:Support_issues_cost | Incident-based support: support issues cost]]
 +
 +
===What are issue categories?===
 +
 +
See: [[:Support_issues_cost | Incident-based support: support issues cost]]
 +
 +
=== Can I refund my support points?===
 +
 +
See: [https://www.qtmsoft.com/moneyback_policy.html Qualiteam.com: Moneyback policy]
 +
 +
===Do my support points expire?===
 +
 +
Your points will expire if not spent during 2 years.

Latest revision as of 17:27, 20 July 2020

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 X-Cart Account.

Can Qualiteam staff resolve my issues?

Read about Qualiteam support services at:

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:

See also:

How to contact tech support engineers?

To contact Qualiteam staff, use 'Communication center' section of your X-Cart 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 8:00-24:00 (Monday-Friday), 10:00-18:00 (Saturday-Sunday) by our local time. Our local time is GMT+4.

See also:

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:

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 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:

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 X-Cart Account.

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:

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:

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?

Text goes here...

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.

Retrieved from "https://help.x-cart.com/index.php?title=Technical_support_services&oldid=15397"