Support Trouble Ticket (30 Mins)
Product Information
Storesprite Trouble Tickets give you priority access to technical support for issues and queries relating to installation, configuration and usage of the main storesprite product for up to 30 minutes per ticket during office hours.
Trouble Ticket Support
You will be given access to our email ticket system, each ticket can be used for a single incident/query of up to 30 minutes support time per ticket. Multiple queries will require multiple tickets and if 30 mins is not enough you will be invoiced for any additional time pro rata (this will be agreed in advance of any additional work taking place.
What Is Covered?
We will provide email technical assistance for the following types of enquiry;
- Storesprite Installation
- Storesprite Usage
- Supported Payment Gateway Setup
- Storesprite Control Panel Usage
What Is NOT Covered?
We will NOT provide technical assistance for the following types of enquiry;
- Code Development (php/js/xhtml/css etc)
- Development Support
- Performance enchancements
- Custom Modules
- Custom Configurations
- Storesprite Upgrades & Patches
- Data Import/Export/Manipulation
Support Product FAQ
- I am having trouble installing storesprite, can you help?
- I am using a third party module or customised installation, is this covered?
- I have added my own functions and something has gone wrong, can you help?
- Will you upgrade my installation to the latest release or apply a patch?
- Can you help me get my payment gateway setup?
- How long will it take to get a response?
- Are there any circumstances where you will not offer to help?
I am having trouble installing storesprite, can you help?
Yes, we will help with queries relating to the installation of the current unmodified storesprite release on supported operating systems.
I am using a third party module or customised installation, is this covered?
No, we can only provide help with the current unmodified release. We might be able to provide assistance on a consulting basis - please contact us for details.
I have added my own functions and something has gone wrong, can you help?
No, we can only help with the unmodified storesprite release.
Will you upgrade my installation to the latest release or apply a patch?
Upgrades and patches are dealt with on a case by case basis and are not provided via standard support products. Please contact us for details.
Can you help me get my payment gateway setup?
We can provide help with supported payment gateway setup information.
How long will it take to get a response?
Monday to Thursday expect to hear back from us within 24 hours. On Fridays and at the weekend be prepared to wait up to between 48 and 72 hours.
Are there any circumstances where you will not offer to help?
We won't be able to offer support in the following circumstances:
- If your installation is modified or includes third party functionality
- Hardware and Operating System issues
- Use not inline with intended functionality
- Use on unsupported Operating Systems or software versions
- Legacy versions of storesprite / deprecated software environments