ONLINE RESOURCES
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ASPDOTNETSTOREFRONT SUPPORT POLICY
Support is provided free of charge for 30 days from the date of purchase. Customers who wish to continue to receive support after this time should purchase an annual support and upgrades contract. These contracts can be added from
Support will be available Monday through Friday between the hours of 9am and
9pm Eastern time. Technicians also monitor our support queue during weekends
and are on call to resolve customer issues and emergencies.
Issues that have already been resolved in current builds and cannot be easily
patched in older versions may require an upgrade to the latest build. Our
support department cannot provide custom bug fixes for obsolete builds. Our
annual support and upgrades contract provides access to the latest releases.
HOW TO RECEIVE SUPPORT
Customer wishing to submit a support issue should go to https://support.aspdotnetstorefront.com
and submit a trouble ticket. Typical response time is 2-4 hours during normal
business hours, and all tickets are responded to with 24 hours.
On-demand telephone support is not available at this time. If you have an
emergency (you have a live, production website that is down and unable to take
orders), for the fastest response please submit a ticket through
https://support.aspdotnetstorefront.com
and a technician will be paged. Live sites that are down are given priority over
other support issues. Development sites are not eligible for priority support.
Support issues 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.
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. We
also have a network of qualified developer partners HERE that can assist
with your customization requirements.
Support tickets submitted for assistance with custom development will be
directed to the forums.
If you are performing customization and run into errors with your software,
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).
IS EDITION CUSTOMERS
AspDotNetStorefront provides support for the Interprise Suite web module
only. Support questions in regards to installation, operation, maintenance, or
troubleshooting the Interprise Suite client or server components should be
directed to the Interprise Solutions support team for your region. We also do
not provide any "accounting related or general ledger related" advice
whatsoever. Please contact your own CPA for such advice.
ML/DNN (DOTNETNUKE) EDITION CUSTOMERS
Our technical support is limited to assistance with the AspDotNetStorefront
modules only. We are unable to provide assistance with installing,
troubleshooting, or operation of the core Dot Net Nuke product itself.
Customers should fully install their DotNetNuke website before installing the
AspDotNetStorefront modules. Customers experiencing issues not directly related
to the AspDotNetStorefront modules should contact Dot Net Nuke (http://www.dotnetnuke.com
or
http://forums.dotnetnuke.com) for available support options on the
DotNetNuke platform directly.
AspDotNetStorefront will not be providing installation services for ML/DNN
Edition sites. We apologize for this inconvenience, however DNN installations
can vary widely based on the intended environment and literally hundreds of
other modules and DNN settings. If you require assistance in deploying your Dot
Net Nuke-based portal we recommend contacting an experienced DNN consultant.
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
configuring 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 advice on the
configuration of the storefront parameters which are related to storefront
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
extremely important when using a dedicated server that it be managed properly to
prevent potential reliability and security problems over time, and all dedicated
servers require regular maintenance, patches, upgrades, and backups to continue
to function reliably over time.
PURCHASING VIA RESELLERS
Customers who purchased the software through an AspDotNetStorefront Reseller
should contact the reseller directly for support. Should the reseller 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 are also not guarantee 24/7 response. It is
extremely rare for our software to crash a production site, when proper IT
and DB maintenance tasks are being performed.
- We STRONGLY recommend that you also work with a professional qualified
IT 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).
- 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 certification if
required.
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