Technical Support Offerings
From Shopp Documentation
Priority Support Credits are available in limited quantity now!
Contents |
Foreword
We are pleased to announce Priority Support (beta). We will be introducing a Priority Support Credit. Support Credits will be available in limited quantity daily to ensure the quality of this new service. For pricing and to purchase your Priority Support (beta) support credit, visit our Priority Support Store.
Be aware that you must agree to the Priority Support Terms Of Service when purchasing and using your Priority Support Credit.
How a Support Credit Works
When you purchase a Priority Support Credit, you will be able to help support the success of the project, improving the support availability for everyone in the long term, as well as get support that is prioritized over regular free support channels that might be offered. When you enter a new issue at the HelpDesk, you will be able to apply your Priority Support Credit toward a single support incident, and get faster initial and ongoing response from the Support Team to find resolution for your issue.
The Support Team will do an initial inspection of your issue to determine whether the incident you have applied the credit to is something that is covered under the Priority Support Terms Of Service. If it does, your priority issue will be accepted and work will immediately begin to resolve it. If not, you will have the opportunity to use that credit for a different issue, or receive a full refund within the first 60 days your credit was purchased.
Supported Products
We support the latest unmodified release of the full list of Shopp-related products that are sold by Ingenesis Limited at the Shopp Store, including:
- Shopp ('Shopp Core') plugin for WordPress
- Shopp Authorize.Net payment gateway add-on
- Shopp eWay Payments payment gateway add-on
- Shopp FirstData payment gateway add-on
- Shopp HSBC ePayments payment gateway add-on
- Shopp iDEAL Mollie payment gateway add-on
- Shopp PayJunction payment gateway add-on
- Shopp PayPal Website Payments Pro payment gateway add-on
- Shopp Payson payment gateway add-on
- Shopp Canada Post shipping rates add-on
- Shopp Fedex Rates shipping rates add-on
- Shopp UPS Service shipping rates add-on
- Shopp USPS Rates shipping rates add-on
Hours of Operations
Support operates during business days (Monday - Friday) from 9AM - 5PM EST (Eastern Standard Time). Support hours exclude all United States Federal Holidays, as well as the day following days: the day after Thanksgiving, Christmas Eve, day after Christmas (2nd day of Christmas), New Years Eve, and Good Friday (Friday before Easter). These exclusions are subject to change. Changes to Hours of Operations will be posted here, at least 30 days prior to the new exclusion.
Support Services
Priority Support Credits
Priority Support Approval
Priority Support Credits must be applied to a new topic at the Help Desk, and must be approved before Support Services will be offered. When a Priority Support Credit is applied to a new topic, it will be accepted or denied based on the Priority Support Terms Of Service and also based on criteria listed in this document. Approval (or Denial) will take place within the initial response time listed below. Once approved, support response will be ongoing as described below until Incident resolution as defined in Priority Support Terms Of Service. Issues containing more than one distinct Incident as defined in Priority Support Terms Of Service will be automatically subject to denial.
Denied Credits will be immediately applicable to another Incident, or should the Customer choose, the Credit may be refunded for the first 60 days from the time of purchase. Support representatives will inform you of the reason of the denial in the Help Desk thread.
Response Times
Response times are limited to the Hours of Operations described above, response times for Priority Support are as follows:
- Initial: Within the next business day (includes approval or denial of credit)
- Ongoing: After the initial support response, if approved, ongoing response will occur at least once during each business day.
Support Guidelines
Support requests are approved or denied based on the Priority Support Terms Of Service, and these guidelines:
Priority Support generally provides support for:
- Installation assistance and activation problems
- Problem/bug diagnosis, fixing, and bug-patching
- Product best practice / usage questions – excluding how-to or development/customization consulting
Priority Support will be denied for reasons including, but not limited to, the following:
- We can not confirm the customer's purchase of the Supported Product or Priority Support Credit.
- The Supported Product is modified/customized by the you or a third-party you've hired
- How-to or development/customization questions regarding the Supported Product
- Software development or web site design
- Deployment in an unsupported hosting configuration or operating environment
- Problems caused by third-party plugins, plugins that are not Supported Products, themes, or WordPress modifications/customizations
- Use of a WordPress version that is newer than the publicly released stable version
- Use of a WordPress version that is older than the Support Product requires (stated or unstated).
- Design or styling troubleshooting
- Shopp/WordPress administrative interface problems with any particular web browser or version of a web browser
- Shopp frontend (store-front) bugs for Supported Products in unsupported web browsers or unsupported versions of web browsers
- Limited access to the customer's site
- Uncooperative, unprofessional, or abusive conduct by the customer.
Once Support Services are provided, if for any reason subject to the Priority Support Terms Of Service or this document, the Support Incident is found to be unsupported, it will be resolved with an option for a pro-rated refund. Pro-rated refunds are issued based on time spent investigating the incident and/or any work performed by Ingenesis Limited's representative. It is the customer's responsibility to be reasonably aware of unsupported issues.
Escalated Priority Support Credits
These are very scarce Support Credits that are identical to Priority Support Credits in every way, except that you will get initial and ongoing response from Jonathan Davis, the original author of the Shopp ecommerce plugin for WordPress. This will give you the benefit of having the man himself's attention.
If for any reason, Jonathan is unavailable to supply support, at the Customer's option, the Escalated Support Credit may be used as a normal Priority Support Credit, and we will refund you the difference upon resolution of the issue (within 60 days of the purchase).
