Support Your Way

General Support

Basic Support

This level of support is for the client that is just looking to have questions answered on a case by case basis. There are no bug fixes or enhancements with this support, this is educational and informational support package. Access to the client system is not necessary for this level of support, unless required to resolve a question or education.

Includes:

  • Email Support
  • Common Knowledgebase Access
  • General Support Questions
  • Business Guidance Questions

Does not Include:

  • Bug Fixes or Enhancements
  • Critical Outage Support
  • SLA Level Support

Software Support

Requested Support

This level of support is for clients who are looking to have general bug fixes completed, or new features added to their site. This is Time and Materials (T&M) support, and subject to availability.

Includes:

  • Everything in General Support
  • Private Ticketing Portal
  • Knowledgebase Access
  • Types or Requests:
    • General Bug Fixes
    • New Feature Requests
    • Education and Training Requests

Does not include:

  • No Critical Outage Support
  • No SLA Level Support

Retained Support

This level of support is for clients who are looking to have a comprehensive support plan that includes SLA level support and critical outage failure support.

Includes:

  • Everything in Requested Support
  • Private Ticketing Portal
  • Private Knowledgebase Access
  • SLA Level Support
  • Critical Outage Support
  • Types or Requests:
    • General Bug Fixes
    • Critical Bug Fixes
    • New Feature Requests
    • Education and Training Requests

Disaster Recovery Support

Disaster Recovery Plans

In this world of software and e-commerce disasters happen. They can be related directly to your software, or completely out of your control (such as with a 3rd-party integration). It is important for you to have a plan for when these disasters occur. Every hour your business is down you are losing money.

What is Disaster Recovery in Commerce

In the context of a commerce ecosystem, disaster recovery plans (DRPs) are strategic frameworks designed to ensure the continuity and quick restoration of business operations after a disruptive event. These plans are critical for minimizing downtime, preserving data integrity, and maintaining customer trust.

Aspects of a Disaster Recover Plan

  • Discovery of Connected Services
  • Enumeration of Necessary Contacts
  • Risk Assessment and Business Impact Analysis
  • Data Backup and Recovery Processes Developed
  • Software Recovery Processes Developed
  • Emergency Response Procedures Defined
  • Testing and Maintenance Annually
  • Company-wide Education and Training