Support Options
AspDotNetStorefront Support
ONLINE RESOURCES
PRODUCT DOWNLOADS
AspDotNetStorefront offers a variety of support resources to fit customers’ needs and budgets. Customers can choose from email support, priority phone support (available for AspDotNetStorefront ML and ML/64), or free community forums support.
All customers also have access to our comprehensive self-support resources, such as an online knowledgebase, manual, and developer guides for creating skins, XML packages, and more.
On initial purchase, we provide 5 free email support incidents with every license.
Customers who wish to purchase additional email or priority phone support incidents from AspDotNetStorefront will enjoy:
- Support on all AspDotNetStorefront features. Customers can discuss questions live over the phone with a U.S.-based support engineer, or take advantage of our world-wide email support also monitored during off-peak hours and on weekends.
- Immediate escalation during business hours should you ever have a “live site down” incident.
- Real-time incident tracking through our web-based support portal.
Developer Training Options
We also can offer developer level training options, to help jumpstart your development team if you are doing a custom or larger project. Contact sales for more information on how to schedule developer training sessions.
Support Options
Community Support Forums FREE
Online Knowledgebase FREE
Technical Documentation FREE
Minor Software Updates FREE
Email Support (single incident) $90
Email Support (5 incidents) $375 (save 15% per incident)
Priority Phone Support (single incident) $175
Priority Phone Support (5 incidents) $750 (save $25 per incident)
Developer Training and Support $195/hour
Detailed Support Policies
Our detailed support policies can be found at http://www.aspdotnetstorefront.com/t-support.aspx.
Hours of Operation
Email support requests can be submitted 24 hours a day, 7 days a week by emailing support@aspdotnetstorefront.com or going to https://support.aspdotnetstorefront.com. Email support hours of operation are from 9am to 12 midnight Eastern Time, Monday through Friday (excluding U.S. observed holidays), as well as limited hours during weekends.
Priority phone support is available from 9am to 5pm Eastern Time, Monday through Friday (excluding U.S. observed holidays). Incidents submitted outside of business hours will be addressed by our first-available support engineer the following business day. Be sure to include your hours of availability and time zone so we know when and how to reach you.
Frequently Asked Questions
Q: When I purchase AspDotNetStorefront, does it come with any free support incidents?
A: Yes. AspDotNetStorefront provides 5 free email support incidents with each license purchase that you may use within 1 year of purchase to get you started with your new e-commerce storefront. You can also purchase additional email or phone support incidents if you need, which expire one year from date of purchase.
Q: I currently have a support and upgrades contract purchased prior to 5/19/2008. How do these changes impact my support offerings?
A: Customers who have a current support and upgrades contract will be unaffected by these changes. Your contract entitles you to unlimited email/web-based support during the period of your support contract. When your contract expires, you will have the option to continue receiving support on an email or phone based per-incident manner.
Q: Does my support and upgrades contract purchased prior to 5/19/2008 entitle me to priority phone support?
A: No. Priority phone support is an entirely new support option we are just now making available starting June 2008. If you wish to receive priority phone support you would need to purchase separate priority phone support incidents.
Q: What is the response time for support incidents?
A: Your support request will be answered by our first-available support engineer. If an engineer is available at the time of your call or email, it will be answered immediately. Otherwise, it will be answered as soon as an engineer is available. For more details, see our Guaranteed Response Time FAQ.
Q: Does AspDotNetStorefront offer guaranteed response time?
A: Yes. We believe that offering quality service is what sets us apart from our competitors. AspDotNetStorefront guarantees an eight business hour† response for customers who have purchased support incidents. While every incident cannot be closed during this time period, rest assured that our support engineers will evaluate and respond to your request within eight business hours, or the incident is on us. Compare this to many companies offering “premium” support with typical response times of one to two days!
Q: How does priority phone support work?
A: When you call for priority phone support, one of our customer service representatives will take your call and verify your account information. If you have unused priority phone support incidents, your call will be transferred directly to a support engineer if one is available. Otherwise, a support engineer will contact you back as soon as possible. If you do not currently have unused support incidents, you may purchase incidents when you call.
Q: Can support incidents be used for assistance with development and customization?
A: While our support engineers can assist with basic questions regarding development or customization, they won’t be able to assist with writing or debugging custom code. If you require assistance with custom development, we recommend utilizing our developer training services. Contact sales for more information on Developer Training.
Q: If my support incident can be resolved by a specific patch or update, am I still required to pay for the incident?
A: No. If your incident can be addressed with a patch or software update, you will either be credited for the incident or you can elect to receive a refund if the incident was purchased at the time of the call.
Q: What is considered a support incident?
A: An incident is considered a specific line of questioning related to a feature or specific problem. For example, if you require assistance learning how to use image resizing, that would be considered one incident. If during the same call or email thread, you also require assistance with importing products from Excel it would be considered a separate support incident.
Q: Can an instance consist of multiple calls or emails?
A: Yes, within reason. Not every incident can be addressed with a single call or email. In some situations we may need to escalate the incident or do research and contact you back with more information. That would still be considered a single incident. AspDotNetStorefront support retains the right to determine what will be considered a single support incident.
Q: Is there a time limitation on a support incident?
A: Incidents are limited to 1.5 hours of support time each. If your incident requires more time than that to resolve, it may be considered a separate instance.
Q: I didn’t receive an email or call within eight business hours. What should I do?
A: In the vast majority of cases, responses are not received because a SPAM filter prevented you from receiving our emails. First, log into your support account at https://support.aspdotnetstorefront.com and check for updates on your incident. Sometimes SPAM filters catch our automated emails, or perhaps we couldn’t reach you by phone. AspDotNetStorefront is not responsible if we cannot reach you by normal means within eight hours due to external SPAM filters, phone problems, or invalid email addresses or phone numbers.
If there are no updates to your ticket in the support system and it has been more than eight business hours, contact one of our customer service representatives at customerservice@aspdotnetstorefront.com or (602) 490-0243 for assistance.
Q: Do support incidents expire?
A: FREE Support incidents included with a license purchase expire 1 year from the date the license was purchased. Paid support incidents (either purchased with the license, or separately) expire 12 months from date of purchase.
Q: Do support incidents apply to obsolete/outdated versions of AspDotNetStorefront?
A: Support incidents can be used for any version of the software released within the last 12 months. Be aware that you may be required to apply minor updates to that version if features or functionality was updated in your version. Versions release more than 12 months prior to the incident will require an upgrade to a more current version before support can be offered. The reason for this is very simple, AspDotNetStorefront has interfaces to literally 50+ different vendor and partner systems, from payment gateways, to shipping services, to fraud detection services, etc. Those vendors update their interfaces constantly, and AspDotNetStorefront provides product updates that allow you to stay fully up to date. Support on older versions therefore is sometimes not possible, except to update to the latest AspDotNetStorefront version. Support engineers can advise when any incident is opened.
Q: Do support incidents include upgrades to my software?
A: No. Product updates can be purchased from our site on your licenses/downloads page directly. See our Product Updates section for more information.
† Eight business hour guarantee is in relation to standard hours of operation for AspDotNetStorefront support. For example, an email incident submitted at 11pm Friday will be answered by 4pm the following Monday.
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