Have a question (or 10)? We’ve got the answer. Choose from single-incident support or a subscription plan (valid for a single store/URL only).
|Support requests included||1||1||Unlimited||Unlimited|
|Store setup consultation and assistance. Troubleshooting.|
|Diagnosis and resolution of PHP, MySQL, HTML, CSS errors|
|Consulting on minor adjustments|
|Patch application by support team|
|Hotrush 2-hour response||-|
|Security patches audit||Request email@example.com for quote|
|X-Cart installation*||Purchase separately|
X-Pedient SupportLanguages: English & Russian
|Location||Monday - Friday||Saturday - Sunday||Time zone||UTC offset|
|Moscow (Russia)||06:00 - 01:00||10:00 - 18:00||MSK||UTC+3|
|Sydney (Australia)||14:00 - 09:00||18:00 - 02:00||AEDT||UTC+11|
|London (UK)||03:00 - 22:00||07:00 - 15:00||GMT||UTC|
|New York (USA)||23:00 - 18:00||03:00 - 11:00||EDT||UTC-4|
|San Francisco (USA)||20:00 - 15:00||24:00 - 8:00||PDT||UTC-7|
Normal, single-incident process:
Actual response time depends on the amount of support tickets in the queue. Guaranteed response time is one business day. Inquiries should be submitted via our web-based HelpDesk or emailed to firstname.lastname@example.org.
In case of HotRush ticket the response time is 2 hours. 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.
Note: Please use the special, x-tra efficient Issue Tracker system for bug registration.
- Can be used for Hotrush requests only
- Available at 9:00-17:00 GMT+3 (Mon-Fri)
- Limited by 1 hour per incident
Services Not Covered By Support**
- Data migration
- Custom development
- SEO optimization
- Web design
- Template integration
- Development support
- Support for 3rd party modifications
- Software upgrades
- Performance issues
* Certain tasks are not included into the regular Installation Service price and may involve extra charges.
** Services which are not covered by a support subscription are available for an additional fee.