At MobiCommerce, we take pride in the level of customer service we provide to our customers. All the support requests that we receive, are addressed on the go. We ensure that all your requests are dealt with precision. Our customers are often surprised by the speed and quality of the support they receive from us and often express their satisfaction with the level of customer service they experience (see what our customers say about us). The below support policy is effective from 1st May 2017.
The warranty period starts from the date of delivery. During the warranty period, we provide free support limited to issues or bugs a client encounter in our delivered solutions or services. Post warranty period, you can buy our support and maintenance service by paying an applicable cost, check our available support packages for more details.
We provide support for purchased products & development services during the warranty period. Warranty is limited to MobiCommerce’s deliverables and its pre-designed functions & features only, it does not include:
We recommend you to use the Helpdesk for registering any support requests for a timely response. Support requests logged in via website will be given priority over support requests raised over Call or Email. Just submit a ticket using the Helpdesk to take advantage of our Support Service. While submitting support requests, send us the required login details like FTP and platform admin login details to get the issues fixed.
|Severity||Description||Response Time||Resolution time|
Production server or system is down and no workaround is immediately available.
|2 Hours||Cause of reported issue will be analysed and resolution timeframe will be communicated to you.|
Major functionality is severely impaired.
|4 Hours||Cause of reported issue will be analyzed and resolution timeframe will be communicated to you.|
Partial, non-critical loss of functionality of the system.
|8 Hours||1-3 days|
Cosmetic issues, including errors in the UI/labels/messages/formatting etc…
|8 Hours||2 days|
Monday to Friday between 10:00 to 19:00 (IST).
Support service purchased from our website or any other media is Non- Refundable.
Familiarize yourself with this Support and Maintenance Policy. By placing an order for any of our products or services or by using any other part of the website or by sharing any personal information to us, we will consider that you have you read this policy thoroughly and thereby accept the terms and conditions of this policy. Kindly contact us, if you have any doubts regarding our Support and Maintenance policy.
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