AMC (Support and Maintenance) Policy

At MobiCommerce we take pride in the level of customer service we provide to our customers. Support requests 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.

Eligibility

We offer 6 months of free support & app maintenance to all our customers from the date of purchase. Post which you can extend your support period by paying applicable cost, check our available support packages. Kindly note that the AMC or support package subscription would be based with respect to the Product License purchased(Professional/Enterprise).

Reactivation Fees

You have to pay extra 200 USD to reactivate your support contract, if your support contract has been expired more than a month ago.

Support Channels

We recommend you to use the Helpdesk for registering any support requests for timely response. Support requests logged in via website will be given priority over support requests raised over Call, Skype or email. Just submit a ticket using the Helpdesk to take the 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. We don’t encourage the use screen-share or Skype screen-share to fix the issues. To get the other details, refer to our Knowledge base centre and frequently answered questions (or “FAQs”) which consists of the commonly asked question& answers and can help you out in discovering relevant answers to your questions.

Support Service Covers

  • Free MobiCommerce Upgrades.
  • Technical support and assistance relevant to MobiCommerce deliverables.
  • Compatibility issue fixing relevant to newly launched Android and iOS versions.
  • Complete assistance towards MobiCommerce’s Product installations, configuration and its use.
Our Support Service covers MobiCommerce Mobile App License sold by official Resellers.

Support Service Does Not Cover

We provide support relevant to our products & for purchased mobile apps only and not for all the mobile apps created for your web store. Support is limited to MobiCommerce’s deliverables and its pre-designed functions & features, and does not include:
  • Assistance excluding the End User License Agreement shared with MobiCommerce deliverables.
  • Assistance on issues relevant to 3rd party plugins and custom codes implemented on your website.
  • Assistance on customizations or any alterations implemented inthe software product source code by any means.
  • Assistance on any bugs or issues encountered post support period.
  • Assistance on third-party applications, extensions or custom codes applied in conjunction with MobiCommerce deliverables.
  • Assistance relevant to migration and configuration.
  • At times, we might ask for access to your FTP / admin panel without which the support is not feasible to be provided.
  • Assistance relevant to add-on services (excluding icon, logo and splash screen) offered such as publishing app on market places.
  • We do not provide the particular platform related compatibility. This may be taken care under our future version releases/enhancements.
  • Any offers provided would only be applicable within the time frame mentioned in the email or any other communicating media.

Support Hours

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

Support Response Time

Our standard response time is 2 working days.

Refunds

AMC purchased from our website or any other media are Non- Refundable.

Acceptance of Policy

Familiarize yourself with this AMC (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.