Providing with technical support

We do understand that Cart-Power group of companies software as well as CS-Cart software represents a complicated program which is not easy to configure. That is the reason we make a detailed documentation for our products. Besides, each our product has a separate discussion thread on CS-Cart forum where the client can ask for free help.

If these sources of information are not enough we offer to make use of Cart-Power technical support services.

Cart-Power technical support serves to help our clients with solving different types of questions which will be described more detailed below. Please, note that  there are categories of questions which are beyond technical support service competence. Such kind of questions can be referred to Cart-Power department of custom development.

Errors which are fixed for free

There are categories of errors which Cart-Power fixes for free for a customer. These are errors connected to:

  • Internet-store security.

  • Cart-Power software compatibility to each other.

Cart-Power is not in charge of software compatibility with third-party modules and modifications.

How to interact with technical support

Technical support is performed only with the help of Cart-Power client support system. On skype and by the phone technical support is not rendered.

What time is technical support rendered

Technical support is rendered in Cart-Power working hours.

How is the technical support work priced

In customer’s help system you can see your status of technical support credit balance. You can replenish the balance on the next page. Please pay attention to the fact that the technical support specialist will be able to answer your questions which is potentially priced at credits only if your balance has enough amount of credits.

Any request entering technical support department is priced at credits. Amount of credit required to answer depends on question category.

There the following categories of questions:

  • Explanation of software standard functionality setting. Priced at 5 credits.

  • Questions connected with the wrong setting of software functionality. Standard functionality setting by a technical support specialist. Consultations on architecture and software changes. Priced at 10 credits.

  • Installation of Cart-Power theme or add-on. Priced at 20 credits.
  • Studying of problems connected with server settings, code changes and wrong data in database. Priced at 20 credits.

  • Complicated modifications are priced by a technical support specialist on his own and is agreed with a client. Pricing starts from 20 credits. In case problem solution by a technical support specialist is impossible, it is referred in the department of custom development.  

  • Updating Cart-Power modules. Priced at 40 credits. Please note that for this it is needed to have active updated subscribing.

  • Store update within two patch-versions. Priced at 20 credits. Each next update is priced at 5 credits. For example, update from 4.4.1 to 4.4.4 is priced at 25 credits.

While answering your request the technical support specialist will price the answer at credits and this amount of credits will be taken from your balance.

In case you need to learn the request price before processing it, then first write note to a specialist. In this case the request price can be increased depending on time required for its preliminary pricing. Technical support specialist may change the price if in the process of studying of a problem new details appeared and problem solution required more time.

Credit pricing and buying

Technical support credits are sold in packages. You can purchase them on the following page.

Price of technical support credits packages:

25 credits - USD 30.
50 credits - USD 45.
100 credits - USD 80.
200 credits - USD 150.

 

 
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