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Info & resources
Our highly qualified technical support team is at your disposal 24x7 and always ready to help with professional advice and if necessary to resolve the most challenging issues. Free technical support offered with each software license guarantees successful project launching. We design our software to minimize the need for technical support but free technical support is a warranty card that should keep you confident.
Technical support is provided through web based Help Desk system only. You can also contact us by the phone for some general questions such as license management or HelpDesk account information.
Free support
Our products are equipped with free technical support. The below table represents amounts of support points included when you purchase single or multiple licenses. For example, if you purchase Gold+X-Affiliate+X-Configurator, you will get 260 free support points.
| Product | 1st license | Additional licenses | ||
|---|---|---|---|---|
| 1 copy | 1 copy | 10 copies | 50 copies | |
| X-Cart Gold | 200 points | - | 450 points | 2000 points |
| X-Cart PRO | 350 points | 100 points | 450 points | - |
| X-Cart Gold -> Pro upgrade | 150 points | - | - | - |
| Add-on: X-Affiliate | 30 points | - | - | - |
| Add-on: X-Configurator | 30 points | - | - | - |
From our experience, majority of our customers manage to sucessfully install and launch their X-Cart stores having free block of 200 support points as initial tech support resource. When your technical support subscription is over, it can be renewed as a paid service.
Technical support issues
We estimated how much time is usually devoted to different issues and classified them by categories. Depending on the issue category, each ticket costs certain amount of techsupport points. The approximate list of categories and their price is following:
| Issue category | Points | Description |
|---|---|---|
| Issues related to default functionality: | ||
| Level 0 | 0 | General questions: explanations of our policies (such as support-point system basics, ticket processing rules, etc), description of our services, help on HelpDesk and forum usage, and others. |
| Level 1 | 10 | Consultation on software functionalities: explanation of already-existing functionalities and features |
| Level 2 | 25 | Problem-solving which involves investigation on client's store |
| Level 3 | 40 | Problem-solving which involves investigation on client's store and server |
| Level 4 | 80 | Problem-solving which involves code debugging and protracted debug data monitoring |
| Product waranty issues | 0 | Bugs revealing and further providing of patches |
| Issues related to custom functionality: | ||
| Small mods | 25 | Consultation on small modifications of the software: possible if the required changes take about 30 minutes to describe |
| Medium mods | 50 | Consultation on medium modifications of the software: possible if the required changes take about an hour to describe |
| Installation service for points | 150 | Installation tasks fulfilled within tech support service |
| Installation of modules | 60 | Installation of X-Cart/LiteCommerce modules |
| Other issues | Upon request | Additional services costing more than the other tasks or not included into original tech support duties |
The issue costs are approximate, as the ticket rate may change during the problem solving.
