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ASPDOTNETSTOREFRONT SUPPORT POLICIES
All AspDotNetStorefront customers receive FREE web and email support for their AspDotNetStorefront license provided the conditions for receiving support have been met. Customers wishing to determine eligibility can review their information through their My Licenses page or by contacting AspDotNetStorefront Customer Service at: 602-490-0243 option 1.
Web/Email support requests may be submitted 24 hours a day at https://support.aspdotnetstorefront.com. Hours of operation for web/email support are Monday through Friday, 9am to 12 midnight Eastern time (excluding U.S. observed holidays). Technicians also monitor our support queue during weekends and are on call to resolve customer emergencies.
CONDITIONS FOR RECEIVING SUPPORT
In order to provide the greatest level of customer service and support to our customers, AspDotNetStorefront must remain focused on our best build (current release) and collaborate with our customers to ensure we have the best version possible. For these reasons, in order to receive support a customer must:
- • Be running the latest (newest) version that AspDotNetStorefront has available
- • Have an up-to-date and current upgrade protection contract for the license
SUPPORT FOR OUTDATED VERSIONS
Our support department cannot provide custom bug fixes for obsolete builds or customized deployments. Only the latest version of AspDotNetStorefront will be eligible for support. Our Continuously Available Upgrades Plan provides access to the latest releases and to support when you’ve upgraded to the latest release, and may be added when you purchase your AspDotNetStorefront license or separately via your My Licenses page. Older versions are eligible for community support via AspDotNetStorefront forums. Individual groups have been established for the different versions here in our forums.
HOW TO RECEIVE SUPPORT
Web/email support incidents may be submitted by going to https://support.aspdotnetstorefront.com or by emailing support@aspdotnetstorefront.com.
Support incidents MUST be submitted through the proper channels. Support issues submitted directly to our staff members or sales dept. may not receive a response. We apologize for this inconvenience, however it is impossible for us to track and manage support issues through our personal email accounts or phone extensions.
IMPORTANT: CUSTOMIZATIONS
AspDotNetStorefront support staff is unable to provide assistance with performing customization to your software, debugging/troubleshooting any code that has been customized, or providing guidance on where in our product to make modifications. It is impossible to account for the complex needs of every individual business in any software product. We recognize this, and offer source code so that a qualified developer can make the modifications desired for your environment. Determining how to make these modifications is the sole responsibility of the developer, and if you require additional guidance our forums are available at http://forums.aspdotnetstorefront.com. If you wish to purchase developer-level consulting services, contact AspDotNetStorefront sales at sales@aspdotnetstorefront.com or call (602) 490-0243. We also have a network of qualified developer partners HERE that can assist with your customization requirements. Web/Email incidents cannot be used for assistance with customization-related questions or concerns.
If you have modified your software and are encountering errors, please be sure that the issue also occurs in an UNMODIFIED copy of AspDotNetStorefront. If our support team determines a reported issue is caused by modification, any time spent troubleshooting the problem will be billed to the customer at $150 per hour (minimum one hour).
DEDICATED SERVERS
AspDotNetStorefront does not provide IT (Information Technology) services such as server setup, configuration, mail server setup, database setup, firewall setup & maintenance, server maintenance, etc. If you require assistance installing or configuring Windows, IIS, SQL Server, the Microsoft .NET Framework, or resolving configuration errors on a dedicated server you must contact a qualified IT Professional or the hosting company for assistance. Our support department cannot assist with these types of problems except for providing advice directly related to AspDotNetStorefront setup and operation. If you do not have access to this type of expertise and require a dedicated server, please consider signing up for fully managed hosting. It is critical that dedicated servers be properly managed to continue operating reliably and securely over time.
PURCHASING VIA RESELLERS OR OEM PARTNERS
Customers who purchased the software through an AspDotNetStorefront Reseller or OEM partner should contact the reseller or OEM directly for support. Should the reseller or partner need assistance, they will contact us for 2nd level support.
NOTES:
- If you are using a fully dedicated server, remember that it will require ongoing operational IT, database, and support & maintenance procedures, and we do not provide that service. Your hosting company "may" provide them with your dedicated server, check with their sales dept.
- Our technical support is limited to questions and issues specifically relating to the storefront software itself, it's setup and operation, questions on how to utilize it's features, and any issues you may be encountering with the actual software.
- We do not provide support or advice for IT (information technology) related issues, nor do we get involved in the actual installation or setup of SQL server itself, or the installation and setup of IIS (Internet Information Services). We also do not guarantee 24/7 response. It is extremely rare for our software to crash a production site when proper Server and database maintenance tasks are being performed.
- We STRONGLY recommend that you work with a qualified IT professional consultant or firm who can help you perform any ongoing operations and maintenance support tasks that are required to keep your server operational for your business (e.g. database maintenance plans, backups, server redundancy, server maintenance, etc) if you do not have this type of expertise in-house.
- We do not provide SSL certificates. To obtain SSL certificates for your site, it is recommended that you contact your hosting company directly, and they will obtain the certificate (for a fee of course) and install it on your site. We can then assist with how the storefront knows about the certificate if required.