On April 18 we will introduce a new service – Technical Support. It will be available as a subscription service or single incident support (pay-per-incident). The cost of a monthly Subscription will be $279, a single incident will cost $99. Free consulting will also be available.
Subscription for Technical Support will include
- Free add-on installation service
- Finding issues; identifying causes of issues
- Fixing issues related to the store performance
- Logs and settings analysis
- Assistance with settings configuration*
- Adaptation of Simtech Development add-ons to the store without making any changes to the third-party add-ons already installed
- Add-on customization (up to 4 hours)**
- Unlimited number of service requests
- Consulting, analysis and estimation within 24 hours
- Response time 24 hours
- Technical Support extends to all modules by Simtech Development
- 3% discount on add-ons during the subscription (does not stack with other active discounts. The highest discount will apply).
Pay-per-incident service will include
- Resolving one issue
- Fixing an issue related to the store performance
- Logs and settings analysis
- Assistance with settings configuration*
- Adaptation of Simtech Development add-ons to the store without making any changes to the third-party add-ons already installed
- Consulting and analysis within 24 hours after the purchase
- Technical Support extends to all modules by Simtech Development.
*Please note that the support subscription plan does not cover add-ons configuration for additional integration services such as payment gateways (additional access permissions to the integration systems and confidential client’s settings are required).
**You can request the add-on customization service only if you have the support subscription. The estimated time for the customization work should not be more than four hours. All our customization services come with a warranty that expires the same day the support subscription period ends. The task for the requested customization service can be scheduled either in the current sprint or the next one, depending on the workload of the developers.
Thus, we create separate services – requests for free consultations, and requests for investigation (as part of Technical Support service). Ticket of Technical Support will be processed with the highest priority and will have a separate queue.
Free queries for consultation include
- Advisory questions on add-ons that do not require individual verification at the customer’s store
- Response to the inquiry within 7 business days
- Documentation, instructions, and descriptions for the add-ons
If you report a bug
- Add a full description of the misconduct, screenshots and step-by-step explanation of how it can be recreated on default software
- Creating a service request for verification, 3-5 days
- If the problem is reproduced on the default installation, a task is created in the backlog, for investigation. All improvements are made according to prioritization rules.
- If the problem can’t be recreated, an additional customer’s store check will be required. This will be done as part of an incident or subscription to Technical Support.
If you have questions regarding new Technical Support Service, feel free to drop us a line.