Support Policy - SureCart

Support Policy

Introduction

Thank you for choosing SureCart as your trusted e-commerce solution. SureCart provides an all-in-one e-commerce platform that enables you to build an online store, manage your products, and process payments. We are truly honored to have you join our community. We are committed to providing exceptional support and assistance to ensure your seamless and rewarding experience with us.

We would like to introduce our Customer Delight Support Policy to set expectations and foster a transparent relationship. This policy describes the level of service you can anticipate from our dedicated support team.

Please do not hesitate to contact us should you have any questions or require clarification regarding this policy. Our team is always available and eager to help you make the most of your SureCart experience.

What Our Support Covers:

We are committed to providing exceptional support for our products and want to ensure you are aware of the assistance available. Our support covers the following areas:

  1. General Assistance: We are glad to help with any questions about our products installation and usage.
  2. Knowledge Base: We strongly recommend consulting our knowledge base for answers to your queries before submitting a support ticket, as your question may have already been addressed.
  3. Active Licenses: We are delighted to support customers with active licenses and kindly ask that you maintain the most recent version of our products.
  4. Bug Fixes: Our support includes resolving reported bugs as quickly as possible. Sometimes, we may offer a temporary solution until a permanent fix is implemented in a scheduled update.
  5. Troubleshooting: If you encounter a bug or issue, please follow our troubleshooting steps before opening a support ticket. We will likely request that you complete these steps before submitting a bug report to our developers. To expedite resolution, we may also ask you to detail the steps required to reproduce the issue.

In Summary, Our Support Services Covers:

  • Assistance with using SureCart Inc. products
  • Answers to technical questions about built-in features
  • Help to locate features or functionality using existing documentation, screenshots, screencasts, and other methods
  • Support for reported bugs and fixes related to our products

What Our Support Doesn’t Cover:

While we strive to provide exceptional support for our SureCart products, certain areas are beyond our assistance scope. Our support does not cover the following:

  1. Third-party Services and Plugins: We cannot provide support for third-party services, plugins, or the setup of parent page builders used in conjunction with our plugins.
  2. Full-fledged Support for WordPress and CRMs: Although we are glad to address basic queries related to WordPress, CRMs, and our products, we cannot offer comprehensive support for these platforms or any customizations.
  3. Product Customizations: We cannot assist with customizing our products, including custom work, custom CSS, or JavaScript. For customization needs, we recommend hiring a freelancer or developer or consulting our user community for guidance.
  4. Compatibility Testing: While our plugins adhere to WordPress coding standards and generally function well with other page builders and themes, it is not feasible for us to continuously test compatibility with all configurations. We encourage you to test our products in your local environment and report any issues for our assistance.
  5. Not Available for Support over AnyDesk or Similar Software: We would like to inform our customers that we do not offer support over AnyDesk or similar software. This is due to security and privacy concerns, as allowing remote access to our systems can compromise the safety of our network and confidential data. To receive support from us, please use our designated channels such as email, phone, or chat support. Our team will be happy to assist you and provide any necessary guidance.

In summary, our support scope excludes:

  • Custom modification requests or assistance with altering plugin code
  • Support for third-party plugins or services
  • Server-related queries should be directed to your hosting provider
  • Debugging issues arising from third-party plugins
  • Our Knowledge Base offers documentation on website debugging, but our support team may be limited to directing you to these resources for assistance.
  • Support over AnyDesk or similar software due to security and privacy concerns. Customers are advised to use the company’s designated channels such as email, phone, or chat support to receive assistance from the company’s team.

What We Cover:

  • Assistance with using our products
  • Answering technical queries about built-in features and functionality of our plugins
  • Support for bugs or issues originating from our products
  • Help to locate features or functionality using existing documentation, screenshots, or screencasts

What We Do Not Cover:

  • Assistance with using third-party plugins or page builders
  • Answering queries related to server features or conflicts
  • Custom requests for changes or help in modifying the code of our plugins
  • Support for features or functionality of third-party plugins or features

How Do We Offer Support?

To provide you with efficient and practical support for our SureCart Inc. products, we have implemented a variety of support channels and guidelines. Here is an overview of how we offer support:

  1. Support Portal: We provide support through our dedicated Support Portal on our website. To open a support ticket, please visit: https://surecart.com/support/open-a-ticket
  2. Timely Support: Our dedicated support team is committed to responding to your queries promptly and professionally, and we will do everything in our power to resolve your issues as quickly as possible.
  3. Active Licenses: Please note that a valid and active license is required for us to offer premium support.
  4. Limited Channels: We do not offer phone or teleconference support, nor do we provide official support through our blogs or social media channels such as Facebook, YouTube, and Twitter.
  5. Data Security: We prioritize the safety and security of our users’ data. All ticket information is accessible only to the user and our Customer Delight team. If we require access to your website, it will be limited to your staging environment – our Support team will not request access to your live (production) website.
  6. Ticket Best Practices: To ensure efficient responses, we encourage users to provide detailed information in their queries and limit each ticket to a maximum of two queries. For additional questions, please open separate tickets with relevant subjects.
  7. Community Support: Our SureCrafted Facebook community and forum communities are driven by users and moderated by our team. We encourage you to join these communities for quick help and support in addition to the assistance provided by our documentation and support team.

Support Availability

Our dedicated Customer Delight team is committed to providing exceptional support for our licensed users. Here is an overview of our support availability and response times:

  1. Support Availability: We offer round-the-clock support, 24/7/365, to ensure you receive assistance whenever needed.
  2. Response Times: Our passionate team of experts endeavors to respond to your queries within 4-5 hours. For licensed users, we aim to address tickets within 48 hours on weekdays and 72 hours on weekends.

Please note that you agree to our support policy by using any of our SureCart Inc. products. We reserve the right to modify or update this policy without prior notice at any time. We encourage you to periodically review the policy for any changes.

If you have any questions or concerns, please do not hesitate to contact our dedicated support team.

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