X-Cart Support

Technical support scheme for X-Cart is issue based. Technical support query (issue) is evaluated with "support points". This system has a substantial advantage over periodical support service. It allows adequately assessing the technical assistance.

When you first purchase X-Cart (new customers) from AlterMarket, you are given 200 of Free Technical Support Points. Usually that's enough for quick software installation and some consulting for the problems occurring at the very start.

You can get support using our Online Support System or by phone (+30-210-9565421). Please note that phone support costs double points.

Support Issues Cost

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 X-Cart	150	X-Cart Installation
Installation of modules	60	Installation of X-Cart modules
Patch application	40	Application of a patch fixing a bug in X-Cart store (patches themselves are provided for free)
Other issues	Upon request	Additional services costing more than the other tasks or not included into original tech support duties

Note: The issue costs are approximate, as the ticket rate may change during the problem solving.

While the problem is being solved, the initial ticket price may be changed. For example, if additional investigation is required, the rate will be increased. But if a problem turns out to be a software bug, the points will be all returned. We are ready to reconsider the ticket cost if you think you were charged incorrectly.

All the points management is displayed in your HelpDesk account.

 

Support points cost

Subscription	Price
X-Cart Technical support subscription, 60 points	50 Euros
X-Cart Technical support subscription, 120 points	95 Euros
X-Cart Technical support subscription, 300 points	275 Euros

(Prices do not include VAT, if applicable)

Note: Unused support points expire after 1 year from the day of purchase.