TECHNICAL SUPPORT POLICY
The Technical Support Policy is an agreement between Cart-Power LLP (hereinafter referred to as the Administration) and any individual or entity (hereinafter referred to as the User) who has consented to the terms set forth in this Policy by using cart-power.com, store.cart-power.com, hd.cart-power.com, marketplace.cs-cart.com (hereinafter individually and collectively referred to as Service).
Performing actions aimed at the direct use of the Service is considered unconditional acceptance of this Agreement. The Technical Support Policy is an open and publicly accessible document permanently published at cart-power.com/legal-documentations/technical-support-policy. If the User does not agree with any of the terms, the User must stop using the Service.
This Policy may be amended by the Administration at any time without prior notice to Users.
By agreeing to the terms of this Policy, the User agrees to receive informational and/or promotional messages about services and events provided/conducted by the Administration and/or its partners (counterparties) within the scope of this Policy. These messages are sent to the User’s email provided by the User for registration purposes.
Main provisions of the Technical Support Policy
The Technical support service is intended to provide assistance with the default software developed by the Administration, AlexBranding, Energothemes and CS-Cart.
Questions beyond the scope of Technical support are forwarded to the Custom development department of the Administration.
The default functionality of the software developed by the Administration, AlexBranding, Energothemes and CS-Cart is explained in the documentation provided. Additional information is available on the community forms at https://forum.cs-cart.com/. The User may take advantage of the Technical support service provided by the Administration if the information in the documentation and on the forums is insufficient to resolve their issue.
Requests are reviewed by Technical support in the order in which they are received.
For most urgent requests, the Administration does not guarantee an immediate resolution but uses all available resources to expedite the resolution.
Contacting Technical Support
Ways of contacting Technical support:
- Submitting a request for technical support through one of contact forms on the websites of the Administration.
- Submitting a request for technical support by email at [email protected].
- Getting registered or authorized in the Customer HelpDesk system hd.cart-power.com and submitting a ticket.
With a request submitted through contact forms or by email, a ticket is automatically created in the HelpDesk system provided the User is already registered in HelpDesk; an account and a ticket are automatically created in the HelpDesk system provided the User is not yet registered in HelpDesk.
A response from Technical support is always sent to the ticket and by email simultaneously.
A request for technical support may be submitted by the User at any time. The Technical support specialists process the requests during business hours of the Administration: 09.00 am — 18.00 pm (UTS+4), Monday—Friday, except for national holidays.
Technical support is not provided by phone, on online chat or messaging apps.
Scope of Technical Support
Tasks related to ready-made solutions by Administration, AlexBranding, Energothemes and CS-Cart, that are handled within the Technical support service:
- Explanation of the default functionality of add-ons and design themes,
- Configuration of the default add-ons and design themes,
- Diagnostics of an issue,
- Investigation of an issue,
- Investigation of conflicts between add-ons, add-ons and design themes,
- General technical questions about the CS-Cart platform and ecommerce,
- Minor modifications not requiring deep analysis and specifications.
Issues solved within the Technical support service free of charge:
- Security breaches caused by the add-ons developed by the Administration,
- Issues caused by conflicts between the add-ons developed by the Administration,
- Issues caused by conflicts between the add-ons developed by the Administration and design themes developed by AlexBranding,
- Bugs of the add-ons developed by the Administration.
Issues that are not acknowledged as bugs of the add-ons developed by the Administration:
- Issues caused by the CS-Cart software.
- Lack of functionality in an add–on by the Administration when this functionality is not designed and stated in the add-on description.
- Performance issues (server configuration, server limitations, software and hardware versions, excessively large catalogs).
- Issues due to installation of incompatible software.
- Incorrect upgrade of the add-ons.
- Incorrect settings of the add-ons.
- Conflicts between the add-ons developed by the Administration with 3d-party add-ons with the exception for the add-ons included in the UniTheme2 and YOUPI packages by AlexBranding.
- Conflicts between the add-ons developed by the Administration with 3d-party design themes with the exception for the UniTheme2 and YOUPI themes AlexBranding.
Technical Support Credits
A technical support credit is a time unit for tracking technical support service provided.
Technical support credits are offered in packages:
- 80 credits,
- 160 credits,
- 320 credits.
Technical support credits can be found at https://store.cart-power.ru/support, https://store.cart-power.com/support. Purchased support credits are deposited into account balance in HelpDesk.
Every paid add-on by the Administration is provided with 20 free support credits. Add-on packages by the Administration are provided with 10 free support credits per add-on in the package. These support credits are deposited into account balance in HelpDesk.
Free support credits are not provided with free add-ons by the Administration.
Paid and free support credits are accumulated in the User’s HelpDesk account and never expire. The HelpDesk profile contains information on the current balance and the history of support credits.
Paid technical support credits are not subject to refund.
Use of technical support credits
The User can spend available support credits on technical assistance with the default ready-made solutions by the Administration, AlexBranding, Energothemes and CS-Cart.
The User may submit a support request even without support credits available on his balance. Depending on the type of the request, the User may be asked to replenish his support balance before technical support can be provided.
Minor modifications that do not require specifications may be implemented within the Technical support service and paid for with support credits.
Minor modifications are implemented only after the required number of support credits is added to the support balance.
If an issue is acknowledged as a bug of an add-on developed by the Administration, the issue is resolved free of charge, and no support credits are deducted.
If an issue is acknowledged as a bug of a 3d-party add-on, the issue is resolved for support credits provided the 3d-party add–on code is not encrypted.
If an issue is acknowledged as a bug of 3d-party software or customization, and issue resolving lies beyond the scope of Technical support, the issue is forwarded to the custom development department. Support credits are deducted for the investigation according to the time spent on the troubleshooting.
If an issue is not a bug of an add-on developed by the Administration, support credits are deducted according to the time spent on the troubleshooting. If the User’s support balance is lower than required for the investigation, the balance goes negative and is to be replenished by the User before his next request for technical support.
The number of support credits deducted for a request depends on the time Tech. support needs for issue investigating and/or resolving.
| Time spent on issue investigating/resolving | Support credits deducted |
|---|---|
| 15 minutes | 10 |
| 30 minutes | 20 |
| 45 minutes | 30 |
| 60 minutes | 40 |
If an issue requires more than 40 support credits, the Tech. support specialist notifies the user of this beforehand.
If issue investigation has already taken 60 minutes but more time for issue investigation/resolving is needed, the Tech. support specialist notifies the user that the support balance has to be replenished.
Complicated time- and resource-consuming issues, add-on modifications, issues caused by 3d-party software are forwarded to the Custom development department.
Technical support packages
Premium technical support
The terms and conditions are described in this Policy as well as on the web-site https://store.cart-power.com/premium-support.html.
Premium technical support is activated for a certain project (domain) for a period of 1, 3, 6 or 12 months.
During the premium tech. support subscription, communication with Tech. support is held in HelpDesk and by email ([email protected]).
Premium technical support is not subject to a refund after any work has been started or completed.
Incident
The terms and conditions are described in this Policy as well as on the web-site https://store.cart-power.com/incident.html.
The support package Incident is activated for one tech. support request taking not more than 2 hours of support specialist’s work.
Communication with Tech. support is held in HelpDesk and by email ([email protected]).
The support package Incident is not subject to a refund after any work has been started or completed.
Examination
The terms and conditions are described in this Policy as well as on the web-site https://store.cart-power.com/examination.html.
The support package Examination is activated for one tech. support request taking not more than 2 hours of support specialist’s work.
Communication with Tech. support is held in HelpDesk and by email ([email protected]).
The support package Examination is not subject to a refund after any work has been started or completed.
Amendments to Policy terms
The Administration reserves the right to change the terms of the Policy. Any revisions of the Policy are published by the Administration in this section on the website. By continuing using the service provided by the Administration, the User accepts the new terms of the Policy.
Disputes
Any disputes in connection to the Policy are to be submitted at the email address of the Administration [email protected] and are reviewed by the Administration during 1-2 business days. Applications from unidentified or anonymous Users are not accepted.
Administrative details
Cart-Power LLP
Stoney Works, 8 Stoney Lane, London, United Kingdom, SE19 3BD
Email: [email protected]
Website: cart-power.com, store.cart-power.com, hd.cart-power.com, marketplace.cs-cart.com
