Need Tech Support?
We provide Mission Critical Technical Support to thousands of companies.
Being enrolled in our Priority Support Plan (PSP) is optional, however on-going technical support is only provided to clients who are enrolled in our Priority Support Plan (PSP) system.
When a client enrolls in our Priority Support Plan (PSP) plan, they are purchasing 6 hours of Priority Support at a cost of $600.00. You can pay online with your visa or mastercard.
The PSP system provides 6 hours of support services, which can be used for general technical support by email or Skype; Zen Cart upgrades; custom software development; add-in modules etc.
We deploy web based Support Tracking Reporting, which allows clients to view their Support history and the balance of Support time remaining on their Priority Support Plan account.
You can view a Sample Support Tracking Report To Date here:
https://docs.google.com/spreadsheet/ccc?key=0AkW823BP_Xa5dFZmby16TjViQlBTVnFkUW5PYkFhVFE&usp=sharing
Column D – PSP Balance shows the remaining amount of Priority Support Plan (PSP) time in minutes.
“What issues are logged to a Priority Support Plan (PSP) account?”
Any issue requiring us to spend time responding to that issue, whether by phone, email or Skype, will be logged to the Priority Support Plan (PSP) and will, therefore, be reflected in the Support Tracking Report – with the exceptions of:
1. Any problems encountered with any of our Zen Cart Modules where such issues arise from a bug in our software. Our modules are always upgraded free of charge.
Any problems arising due to a client having installed other non-Zen Cart Modules will be charged to the Support Tracking Report
2. Any time spent with a client on pre-sales questions – such time spent, whether by phone, email or Skype, will not be allocated to the Support Tracking Report
The next step, if you wish to proceed, would be for you to enroll in our Priority Support Plan (PSP) system.
