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Old 01-31-2017, 09:11 AM
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Default 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)
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Old 01-31-2017, 09:18 AM
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Default 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.
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Old 01-31-2017, 09:24 AM
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Default Re: XC5 Helpdesk delay

cflsystems,
Thanks for the quick reply.

So, much like the movie martian - will have to wait between transmissions.
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Old 01-31-2017, 09:35 AM
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Default Re: XC5 Helpdesk delay

The signal travels about 10,000 km to XC HQ
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Old 02-01-2017, 11:59 AM
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Default Re: XC5 Helpdesk delay

Quote:
Originally Posted by Don@Core
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)


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.
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Old 02-01-2017, 12:06 PM
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Default Re: XC5 Helpdesk delay

Quote:
Originally Posted by rocky
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


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.
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Old 02-01-2017, 12:19 PM
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Default Re: XC5 Helpdesk delay

Quote:
Originally Posted by cflsystems
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

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.

Quote:
Originally Posted by cflsystems
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.


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 )
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Old 02-06-2017, 02:20 PM
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Default Re: XC5 Helpdesk delay

Alex,
I posted a reply in the help desk 3/19/17 3:19pm. Just an FYI
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Old 02-06-2017, 02:35 PM
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Default Re: XC5 Helpdesk delay

Quote:
Originally Posted by Don@Core
Alex,
I posted a reply in the help desk 3/19/17 3:19pm. Just an FYI

In the future?

You meant January or 2016?
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Old 02-06-2017, 02:38 PM
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Default Re: XC5 Helpdesk delay

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