06 Sep 2010 
Support Center » Knowledgebase » General Support and Service Guidelines
 General Support and Service Guidelines
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General Support and Service Guidelines


All customers receive technical support and service.  Please follow the steps below to gain the best support possible if
you require technical support:

  • Call our support line between the hours of 10AM - 7PM EST time, 617-934-0822 press 2.
  • If a representative is available, we will service your request directly. Otherwise leave a voice mail, and also open a ticket at our Help Desk.

Note: All support requests, outside of questions may require additional time to resolve and we do not guarantee that we can fix or solve your problem immediately and may request that we open a ticket and assign it to a support rep. If the issue or problem  requires a call-back, we will return a phone call to you and work with you directly.

General Support Issues which are handled and resolved by our staff as a part of your service:

  • Anything related to sales being blocked or not able to be process orders in your shopping cart or back-office system
  • Setup and installation issues of our products and the synchronization process (BizSync)
  • Upgrade and installation issues
  • Hosting and server related issues, downtime, performance and network related problems
  • Issues, problems or questions related to our products (BizSync, Visibility, ChannelBrain etc.)
  • Shipping and tax related issues or setup of shipping and taxes
  • DNS related issues (if we host your DNS)

What is not handled by technical support and could be "billable time" based on Professional Services:

  • Site updates, changes to design, HTML or functionality of your site
  • X-Cart changes or programming issues
  • SEO related issues
  • Discounts or pricing issues that are caused or not caused from MOM or BizSync


Please see our Emergency Support Policies and Procedures







Article Details
Article ID: 6
Created On: 16 Apr 2009 06:59 AM

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