Support policy of Qualiteam Software changed: Farewell, technical support points - Hello, technical support subscription!
Qualiteam Software announces a new subscription-based support system. It replaces the old incident-based support system that was in use since December 2004.
After February 1st 2012, technical support services are provided on the subscription basis (fair use policy applies). 3-month, 6-month and 1-year subscriptions are available for purchase. One support subscription can be used towards one X-Cart or LiteCommerce store. Additional web shops require additional subscriptions.
Support subscription includes:
- Consulting on store setup
- Consulting 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
- Bug-fixes and security patches
- Troubleshooting
- Support for custom mods made by Qualiteam Software
Optionally, customers can purchase one-time support service for resolving one support incident.
“The purpose of this change is improving satisfaction of our customers. We quit old issue-based support policy because it is not the way to make our customers happy. Within old policy X-Cart merchants had to pay for every single issue and question addressed to our support team. Such approach irritated our customers and decreased their satisfaction” — said Sergey Fomin, Head of Technical support team of Qualiteam.
“The new support policy removes the need to pay for each single question and issue. If you are developing a new X-Cart or LiteCommerce store, you receive continuous consulting and assistance from our expert support team on different aspects of the store development, setup and configuring.” — continued Sergey — “When your store is live and running, you can plan your expenses on its support and maintenance by choosing one of the pre-defined subscription plans (3-, 6- or 12-months), and do not think about unexpected (per-incident) expenses. Our support team will be at your disposal during the subscription period, and will help you promptly if a problem arises, or when you need an advice or consultation on various range of questions related to your X-Cart or LiteCommerce based store.”
“At the same time, if your store is all OK, you can still use one-incident support package instead of paying monthly fees.” — added Alex Mulin, Head of Sales team.
Old technical support points do not expire immediately with this change. They can be used within old incident-based support system till March the 31st 2012. After that unused points can be converted to technical support subscription basing on their price. E.g. 60 technical support points are equal to USD $34.50, 120 TS points - USD $68.50, etc.
More about the new subscription-based support system and pricing can be found at: http://www.qtmsoft.com/support/subscription-based-support.html
About Qualiteam Software
Established in 1998, Qualiteam Software is now one of the world?s leading providers of e-Commerce software solutions. Software created by Qualiteam powers tens of thousands of online stores and e-Commerce websites in 111 countries all over the world. Qualiteam is focused on delivering products that create a solid infrastructure for e-business and have both B2C and B2B value. Ongoing support, integration services and consultations are provided to make sure customers derive maximum benefit when using Qualiteam products. Qualiteam Software is headquartered in Limassol, Cyprus, with partner company offices in Ulyanovsk, Russia. For more information, visit http://www.qtmsoft.com
Media contact:
Alex Mulin
Customer Relations department
promo@qtmsoft.com
Feb 1, 2012
