Free Technical Support and Maintenance Policy
At MobiCommerce we take pride in the level of customer service we provide to our customers. Support requests are answered quickly and accurately. Customers are often surprised by the speed and quality of the technical support they receive from us and often express their satisfaction with the level of customer service they experienced (see some customer testimonials).
We offer 6 months, from the date of purchase, free technical support to all customers.
We recommend using the Helpdesk to register any support request for timely response. Support requests logged on support website will be given priority over support requests made over the telephone, skype and / or through mail
You need to submit a ticket using the Helpdesk to take advantage of our Support Service and bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.
Our Knowledge base center and frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
Our Support Service includes assistance with Product installations, configuration and the use of the MobiCommerce deliverables. Our Support Service also covers MobiCommerce Mobile App License sold by official Resellers as well.
Support Service Does Not Cover
We only support our Products and provide Free Technical Support for purchased mobiles apps not all created mobile apps for your web store. Technical support is limited to MobiCommerce deliverables and its designed functions & features, and does not include:
- Assistance on outside MobiCommerce Mobile App License deliverables stated in our End User License Agreement.
- Assistance on issue identified due to conflict with not officially supported 3rd party plugins, custom code done your website.
- Assistance on issue or support ticket not directly related with our software products designed features, functionalities and MobiCommerce Mobile App License deliverables, or seems like product improvements or enhancements.
- Assistance on customizations that you may apply or have already applied to the software product source code by any means.
- Assistance on third-party applications, extensions, custom code used in conjunction with MobiCommerce.
- Assistance for updating or upgrading MobiCommerce to a new version.
- Assistance with issues that have been resolved in a later version. If an issue in the version of MobiCommerce that you are currently using has been addressed in a new version, you will be asked to update or upgrade to that version. If you do not wish to do this, for any reason, you may purchase ad-hoc support to have our team review and address the issue on the current release, assuming this is technically possible (in some cases it is not).
- We may refuse providing support on your development, staging server.
- Assistance on server transfer or changing hosting service provider.
- Assistance in regards of add on services offered or packaged with the products license such as assistance for app publishing on market places.
- Replacing apps icon, splash screen and logo for mobile apps. It will be treated as add on services, stated in our End User License Agreement, as we recommend to upload finalized graphic while creating mobiles apps or supplied these finalized graphic before you request for final deliverable or publishing apps on market places.
Support services will be provided Monday through Friday between 10:00 and 19:00 (IST).
Problem Response Time
Our response time is 2 working days.
Acceptance of this Policy
It is your responsibility to familiarize yourself with this Free Technical Support and Maintenance policy. By placing an order for any of our products or services or by using any part of the website or providing personal information to us, you indicate that you have read this policy and that you agree with and fully accept the terms of this policy.
If you do not agree with or fully accept the terms of this policy, we ask that you do not place an order with us and do not use our website.
Please contact us, if you have any questions regarding our Free Technical Support and Maintenance policy.