Types of Support Credits
Support credits come in 4 different packages; Basic, Business, Professional and Enterprise. With each type of package, you will be granted access to our Support Ticketing System and direct access to support personnel.
Support Packages offer the same benefits and level of support - the only difference is the amount of support time and cost:
- No credits are charged for sales questions
- We do not charge for answering a quick question by phone or email
- If the issue is determined to be a bug in the current release of the software no support credits will be charged for the fix
- The number of support credits charged will correspond to the time it takes to solve the issue
Support Offerings
| | Community | Basic | Business | Professional | Enterprise |
|---|
| Forum Support | Yes | Yes | Yes | Yes | Yes |
| Priority Email Support | No | Yes | Yes | Yes | Yes |
| Telephone Access | No | Critical Queries* | Critical Queries* | Yes | Yes |
| Priority Response | No | No | No | Yes | Yes |
| 24x7 phone support | No | No | No | Critical Queries* | Critical Queries* |
| Access to Priority Support Ticketing System | No | Yes | Yes | Yes | Yes |
| Direct Access to Development Team | No | Yes | Yes | Yes | Yes |
| Assistance in walkthroughs, installation and setup of modules, training and consulting | No | Yes | Yes | Yes | Yes |
| Hands on troubleshooting issues on your portal | No | Yes | Yes | Yes | Yes |
Standard Support contract holders are entitled to telephone access for critical support queries during normal standard support hours. Premium and Enterprise contract holders are entitled to telephone access for critical support queries on a 24x7 basis.
The Fine Print
- Response time for priority support is within 24 hours depending on the time submitted.
- A minimum of 1 support credit will be charged for any non bug related support query.
- Hands on work - Any work or support requests are billed in half hour increments. This includes time for discovery, consulting, design and general hosting assistance.
- If you discover a bug in an earlier release support will be charged to fix. We release new versions to rectify bugs in prior releases. We recommend that you upgrade to the latest version to ensure your store is as up to date as possible.
- If you do not have enough support credits remaining to cover a query, a support credit quote will be sent to you prior to us issuing a response.
- Large issues will be quoted prior to commencement.
- Support credits are non-refundable and cannot be exchanged for other goods or services from Smith Consulting.
- Support Credits are valid for 1 Year from Date of Purchase