X-Cart forums

[wins]

Taking into account that often X-Cart/LiteCommerce users encounter such issues that require undelayable assistance and one business day reply might not be an option, we are going to introduce another type of tech support Б─⌠ 'Hot rush support'.
This service will be to address urgent problems. On submitting a support ticket you will be able to choose to mark your inquiry as urgent, i.e. to be processed right after the request is posted. The dispatchers assign the ticket to a support engineer who proceeds, immediately if the issue is inquired in our working hours or in the beginning of a working day if the issue is inquired in non-working hours of the support department.
All other support requests will be processed in usual manner - within one business day.

The rate of the urgent tickets will be doubled. The service will be available only when your technical support balance is active.

Despite that such a solution seems to be very simple way to get all your questions processed immediately, we expect you to take a serious approach to requesting the hot rush service.
You will have the right to withdraw such tickets for any reason after the issue is resolved (or in progress). However for the avoidance of misusing this right and possible cheating (for ex., a person simply refuses to pay for the work done) it will be limited.

The service will be available next week, approx on May 4. The Helpdesk system has already been modified but we do not want to launch it before the holidays to avoid possible technical problems with new code.

More detailed information will be provided when the hot rush service is launched.

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The second innovation, which will be introduced next week as well, concerns managing tickets.
In order to facilitate this process, a new ticket status will be added - PRE CLOSED. Putting it briefly, now support tickets will be closed automatically with you tacit consent.
The procedure of communication with the support team will contain the following stages:
1) You submit a support inquiry, it is rated;
2) the issue is processed by a support engineer;
3) if you do not post any comments to the ticket for quite a long time after the engineer's reply, the ticket is set to PRE CLOSED status. You receive the notification about ticket status change;
4) if you do not revert to the ticket in 3 days it is closed and a certain number of support points is deducted from your account;
5) you can reopen the ticket within 14 days after it is closed.
If you consider the issue not resolved you can continue the conversation at any stage above provided that the point #5 applies.

Hope you will like these improvements.

[mffowler]

I just have to say YES! As a business owner, I'll pay anything to keep my stores running. If you can ensure a prompt response for tech. support, I am more than willing to support such a concept and also willing to pay for it.

Thank you for finally addressing this. I had mentioned this is another thread and see that a double charge was my initial suggestion. We are tired of fighting up against the wall and need to work together towards better soltuions for all business and e-commerce developers.

- Mike

[shan]

good idea

[Tuner]

Capital Idea But
How are tickets handled in non-business hours/weekends.

[rrf]

Originally Posted by Tuner

Capital Idea But
How are tickets handled in non-business hours/weekends.

They are handled in the very same way they are handled in business hours:

"Hot rush" status does not guarantee any fixed turnaround time. All it gurantees is that the ticket will be processed with highest possible priority and as soon as possible.

As we do not guarantee technical support on weekends, "hot rush" tickets are not guaranteed to get reply on weekends as well.

But if anyone of the tech. support guys is someone available on weekend (which, though not guaranteed by our company, happens quite often) they will work with "hot rush" tickets in the very same way: they will process them with highest possible priority.

We leave it to our customers to decide whether their issue was addressed promptly or not: it's your choice to pay or not to pay the "hot rush" fee after the "hot rush" ticket is closed.