24/7 Production Technical Support

What is the difference between Standard Care and Premium Care plans?

Both plans cover the same set of services with the exception of phone and chat live support, which is a service offered to Premium Care users. Premium Care plan requests will be our top priority, with an average response time of 30 minutes.

What is included with the packages?

Both Premium Care and Standard Care include the following set of services:

• X-Cart software installation and configuration.
• Add-ons and extensions setup.
• Online store setup assistance (We can help set up payment methods, shipping methods, taxes, etc.)
• Support for all standard apps made by X-Cart Team.
• Consultations on how to use Template Tweaker to customize your storefront. In these consultations, we will teach you how to:
  • Manage Layout Editor in order to
    • Add custom images
    • Edit text labels
    • Modify page layout
    • Change store logo and favicon
  • Make custom CSS/JS updates in order to
    • Change color
    • Update font
  • Use Template Editor to
    • Change template
    • Modify existing template
• Log analysis.
• Assistance with JS snippets such as Google Adwords, Bing Ad, Facebook Pixel, GTM, etc.
• Assistance with the CSV import/export tool.
• General troubleshooting (If anything goes wrong with your X-Cart store, we’ll dig into the issue, find the root cause, and fix it where it’s possible.)
• Moving your store from one server to another.
• Assistance with X-Cart related cron tasks.
• Help with translating individual text labels.
• X-Cart 4 modules installation.
• X-Cart 5 core updates on demand.
• Setting up development copy for customer use.
• Full store backup/restoration from a consistent backup.
• REST API questions and support.
• Initial review for site optimization opportunities.

What’s NOT included?

There are a number of eCommerce services that aren’t included in the Production Technical Support plans, but are available at an additional cost.

• Development support (core review, how to code, custom development questions).
• Building customization to change current store logic.
• Shopping cart migration.
• Support for 3rd party modules and modifications.
• X-Cart 4 branch software updates.
• Template integration (net-new design projects, whole storefront redesign).
• Server configuration tasks (Note: We can not configure 3rd party servers).
• Support and troubleshooting for local development instances.
• Catalog management.

How can I submit an issue?

There are multiple channels through which you can let us know about an issue:

• Email support@x-cart.com
• Chat online with one of our Customer Care Agents^*
• Call 1-800-657-7957^*

What information should I provide in order to get my issue fixed?

The more information you can provide upfront, the easier it will be for us to look into your issue. Please provide:

• A detailed description of the problem with screenshots or a short video
• Steps to reproduce the issue (or how you arrived there)

To reduce troubleshooting time, we would also appreciate it if you grant us access to the server where X‑Cart is hosted and access to your X-Cart admin dashboard, so that our engineers can check X-Cart files and store configuration if it’s necessary. For sharing the access information you should use a special secure form in the “Post access info” section of your HelpDesk account.

What if I have an issue that’s not mentioned in the support packages’ scope?

Let us know anyway! Just fill out this simple form to discuss your request with a Success Manager, and we’ll make sure we find an adequate solution.