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Purchasing a SP-CART license entitles you to 30 calendar days of free technical support or 40 credits (at your choice). The SP-CART team will help you to set the initial configuration of the store, remove any possible problems and assist your understanding of the functionality of a feature. Each additional license (starting from the second one) comes only with 20 credits.
Support periods
The technical support period starts with your first request to our support service. And once within the period you can request us to suspend provision of services for an indefinite period of time.
Issue based support (credits)
Issue based support is a way of providing technical support when consultations of our technical support specialists are assessed in credits that are deducted from your credit account. Credits are used up depending on the work required to answer your question, resolve the issue and have no time limit.
Each request is assessed for its complexity and, based on this assessment, assigned to one of the following categories:
- Explanation of setting up some standard SP-CART functionality. General questions about setting up SP-CART (not problems); (5 credits)
- Resolving problems caused by incorrect settings of SP-CART functionality. Setting up some standard SP-CART functionality. Consultations on SP-CART architecture and basic customization; (10 credits)
- Investigating problems caused by some server settings or/and modified files. (20 credits)
If you agree in advance with the possible assessment of your request (it can be specified when creating a ticket), our engineer answers your message, assigns the request to one of the three categories given above and the corresponding number of credits is deducted from your account.
In case you want to know the cost of the request beforehand, first you will receive a notification of the category to which the request was assigned and the number of credits to be deducted. And the request is answered only after your confirmation of the assessment. In this instance, the total amount of time necessary to resolve your issue can be increased by the time required for assessment and confirmation.
If during the investigation we find out that the issue requires a more detailed analysis or some new facts emerge, we can change the category of the ticket. And the number of credits charged for this ticket will be changed accordingly.
Credits are charged for a whole ticket and only one issue is to be discussed in the ticket. If you ask a question that does not relate to the theme of the current ticket or relates to it indirectly, a technical support engineer will create a separate ticket for this question.
When both types of technical support are available in your Help Desk account, you have the option to choose which one will be applied to your request.
Technical support service is provided through the Customer Help Desk system. Please do not forward your requests to our support specialists by e-mail or via the contact us form on this website if you are a SP-CART license owner.
If you want to know more about SP-CART, but do not have the registered access to the Customer Help Desk system, please use the Contact Us Form. At the moment technical support is provided only during the day at GMT+3. Please remember this and the corresponding time difference, when sending a request to the technical support team.
Technical support service includes
- Consultations on SP-CART functionality
- Assistance in configuring your SP-CART
- Resolving issues occurring during the software operation or issues that arise with functionality if they are not the result of your code changes
- Performing minor and technically simple modifications of SP-CART, which do not require complex actions
Technical support does not include the addition of new functions or changes to the standard functionality. In this case you can use our custom development service. Error correction
We guarantee to correct all errors found in the program and caused by bugs in the source code absolutely for free.
Please note that this rule does not apply to errors arising from standard code modifications made by you or any third party. SP-CART does not guarantee error recovery if there is no technical capability to correct it in this particular case (incompatible server settings, impossible remote access to server, etc.).
Service renewal
When a support period is expired or all the credits are used, it is possible to renew the technical support subscription via our Customer Help Desk system.
Support periods are available at the following pricing:
| Period |
Price (for one license) |
Extra charge (for each additional license)* |
| 1 month |
$50 |
$10 |
| 3 months |
$140 |
$30 |
| 6 months |
$270 |
$50 |
| 1 year |
$530 |
$100 |
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*) In case you have two or more licenses the cost of the support period increases depending on the number of your licenses.
If you buy a technical support period and your previous one is not over yet, these periods are summed and not a single day is lost. And this purchased period starts not immediately after termination of the previous one, but on the day of your next request.
The following credit packages are available for SP-CART license holders:
| Number of credits |
Price |
| 25 credits |
$35 |
| 50 credits |
$70 |
| 100 credits |
$135 |
| 200 credits |
$270 |
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Note that the paid technical support applies to all licenses, no matter how many you have.
Additional assistance
We understand that SP-CART is technically complex software in terms of the number of features, functions and modules it includes. That is why we have created detailed instructions on SP-CART operation and configuration, documentation on the template system used in the software and descriptions of additional modules.
We have also created Community forum for the SP-CART users, where online store owners can communicate, helping each other in questions of SP-CART operation and anything related to ecommerce.
Registration on the forum is available only for registered SP-CART users and presupposes the access to the Customer Help Desk system. Unregistered users can view many forums but can send messages only to the forum "Why SP-CART?".
Please do not use SP-CART forums or contact forms of this site in order to contact us if you are a registered SP-CART user! Instead use our Customer Help Desk system.
Documentation
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