XC5 Helpdesk delay
 

Has anyone else had/have delay/none response from helpdesk?
Starting to get nervous that after waiting they will respond with a "pay for service" solution.

Just checking to make sure its not just me.

(did not put this in the rant and rave section because me being a noob to XC might be the reason im put on the back burner)

Re: XC5 Helpdesk delay
 

From personal experience and from what other clients reported to me - you usually will get one reply per day, 2 if you are very lucky.
The XC helpdesk is located in Russia and with time difference here in the States the window for both parties to be online at the same time is very narrow.

And yes in general you will get an automated response to pay for the service first. If your request requires to get a quote first you will talk to a real person but again - payment comes first before any service.

Re: XC5 Helpdesk delay
 

cflsystems,
Thanks for the quick reply.

So, much like the movie martian - will have to wait between transmissions.
:-):-):-)

Re: XC5 Helpdesk delay
 

The signal travels about 10,000 km to XC HQ :)

Re: XC5 Helpdesk delay
 

My name is Alex Dyachkov, I'm the Head of Support at X-Cart.

First of all, please accept my apologies for the delay in answering to you. Ideally, we all want our questions to be answered immediately, that's understandable. Let me shed some light on why there was a delay.

The thing is that our technical support is commercial based. Frankly speaking it always has been so. X-Cart 5 Business license doesn't include any support at all. You can subscribe to it separately though:

https://www.x-cart.com/technical-support.html

It's only $82.5/mo in case of the annual subscription. I reckon it's a fair price for the unlimited number of support requests during the whole year.


However, we answer all requests no matter whether a client has got an active support subscription or not. All the requests without active support are placed into so-called limited free support queue. Needless to say that it has a lower priority in comparison to the paid support. Sometimes, this queue might be overloaded with requests which explains the delay you've got. Within this service we try to provide a possible solution for the problem troubleshooting. In case there is a thorough investigation required we offer to purchase the support service.

Now speaking of the time frames. Steve mentioned a reply within 1 business day. It seems that Steve hasn't dealt with X-Cart customers for a very long time now )

We intensively working on keeping up with the latest tendencies in e-commerce industry and I'm proud to say that we achieved the following figures for the average response time in January:

Support - 4.72 hours
Limited free support - 10.15 hours

I also noticed that you're hosted with us. Thus, the following figure will be also interesting for you:

Average response time of X-Cart Hosting engineers on server related topics - 3.29 hours.

Moreover, the Enterprise hosting plan includes the premium customer care service. All the support tickets of these clients are marked as HotRush with a response time of several minutes.


P.S.: As for the ticket you posted, one of our support engineers has already contacted you in HelpDesk

Thank you.

Re: XC5 Helpdesk delay
 

Steve didn't have any clients lately to turn away from XC support.
I don't know if this is due to XC users base shrinking or you guys just got better :)

Anyway - 10 hrs response time is roughly 1 response per day for US based client. They contact you, they get a response within 10 hrs but it is already night so by the time they respond to you and so forth it is already next day... So yes 1-2 responses per day.
I know this is not 24/7 support. Just saying what they should expect.
I am sure for local to you (or close by) clients you have better response numbers.

Re: XC5 Helpdesk delay
 

I choose the second option )

I know though that some clients prefer local developers no matter how good we are, so I do really wish you some good and interesting clients soon. I also noticed a bunch of good modules for XC5 from you, that's really appreciated.



There is even nothing to argue about that 10 hours is a figure which can be definitely improved and we are working hard on it. However, you took the worst figure possible from our conversation and projected it to all x-cart customer base.
Why haven't you taken the best one - several minutes? ) just kidding.

As for the 24/7, the future is closer than you think )

Re: XC5 Helpdesk delay
 

Alex,
I posted a reply in the help desk 3/19/17 3:19pm. Just an FYI

Re: XC5 Helpdesk delay
 

In the future? :)

You meant January or 2016?

Re: XC5 Helpdesk delay
 

ugh.... my bad 2/6/17 3:19pm.

Re: XC5 Helpdesk delay
 

so i did receive my response today.
In a nutshell it was a link to an info page (nothing of use to me) and pay for service.

I believe the 24/7 support alex mentioned might be a/the paid service.

Told I’m only allowed 5 free requests.
The paid options they gave me are $149 per month or $990 per year or 1 month $199

Now i do understand they need to make money, but, the responses i have received have been useless. They must of just counted them and not read them. The only good help has been from this forum. Just feeling bad asking all these good people for help all the time.

starting to feel x-cart has put me in a corner and now the only way out is to through more money at it and hope they give good info… ugh

Re: XC5 Helpdesk delay
 

this makes me sad... I had the same experience with very slow and often unhelpful support with a few upgrades during 2015 and early 2016.

I was just visiting the forum to see if anything had changed... It appears you are the same issues I had back then. I'm in Australia so also a very different timezone.

I've been an x-cart developer for over 12 years now, X-cart used to be soooo easy to work with and also easy to get support.


Generally, every piece of software with a licence fee I have ever purchased comes with a period of support included... but not X-cart :(


Is the monthly support fee per domain/install or per account?

Re: XC5 Helpdesk delay
 

This is per domain/install. We've got a reseller program, though. So, if you consider it for several stores/installations please contact us and we will come up with an offer.

Thank you.

Re: XC5 Helpdesk delay
 

Ok, if you take a look you will see I already am a reseller...

Re: XC5 Helpdesk delay
 

Great, I sent you PM in HelpDesk.