Support Maintenance Policy

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.

Warranty

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.

Support Requests That Warranty Covers

Support Requests That Warranty Does Not Cover

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:

Support Channels

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.

Support Service Level Agreement

Severity Description Response Time Resolution time
Critical

Production server or system is down and no workaround is immediately available.

  • All or a substantial portion of your system is down.
  • You have a substantial loss of business.
  • Your business operations have been severely disrupted.
2 Hours Cause of reported issue will be analysed and resolution timeframe will be communicated to you.
High/Major

Major functionality is severely impaired.

  • Operations can continue in a restricted fashion, although long-term productivity or business might be adversely affected.
  • A temporary workaround (as system feature or offline process) is available and business & operation can be carried on.
4 Hours Cause of reported issue will be analyzed and resolution timeframe will be communicated to you.
Medium/Average

Partial, non-critical loss of functionality of the system.

  • Impaired operations of some components, but allows the user to continue using the system.
8 Hours 1-3 days
Low/Minor/Cosmetic

Cosmetic issues, including errors in the UI/labels/messages/formatting etc…

8 Hours 2 days

Support Hours

Monday to Friday between 10:00 to 19:00 (IST).

Refunds

Support service purchased from our website or any other media is Non- Refundable.

Acceptance of Policy

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.

What do our clients say about us?

Only the best! Check it out for yourself:

4.0 / 5.0
for MobiCommerce on
over 28 Google Reviews
4.6 / 5.0
for MobiCommerce on
over 54 Trustpilot Reviews
4.9 / 5.0
for MobiCommerce on
over 5 Clutch Reviews
  • We had access to speak with everyone
    Michael D. Savino
    Total Ink Solutions
  • Their extensive Magento knowledge helped us a lot
    Bharat Patel
    Safari House General Trading Company
  • Federico Bianco
    Cialde Web
  • Sajjad
    Trikart
  • Very Useful and Excellent Application
    Gilbert Daniel
    iBiz Service Provider

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