Priority Support

Smith Consulting strives to deliver top notch support for our products and services. We provide a number of free online resources that you can use as well as premium support options.

If you have a pre-sales or questions about setting up a new gateway or merchant account please go to our contact page and our sales team will be happy to assist.

Support We Offer

• Product QuickStart and User Manuals - Click here
• Community Support Available Free - Community Forums
• Priority Support Credits Available for Purchase below

Types of Support Credits

Support credits come in 3 different packages; Standard, Premium and Enterprise. With each type of package, you will be granted access to our Support Ticketing System and direct access to support personnel.

Support Packages offer the same benefits and level of support - the only difference is the amount of support time and cost:

• One Support Credit = 30 Minutes of Support
• No credits are charged for sales questions.
• We do not charge for answering a quick question by phone or email.
• If the issue is determined to be a bug in the current release of the software no support credits will be charged.
• The number of support credits charged will correspond to the time it takes to solve the issue.

Priority Support Credit Pricing

Support Offerings

	Community	Standard	Premium	Enterprise
Forum Support	Yes	Yes	Yes	Yes
Priority Email Support	No	Yes	Yes	Yes
Telephone Access	No	Critical Queries*	Yes	Yes
Priority Response	No	No	Yes	Yes
24x7 phone support	No	No	Critical Queries*	Critical Queries*
Access to Priority Support Ticketing System	No	Yes	Yes	Yes
Direct Access to Development Team	No	Yes	Yes	Yes
Assistance in walkthroughs, installation and setup of modules, training and consulting	No	Yes	Yes	Yes
Hands on troubleshooting issues on your portal	No	Yes	Yes	Yes

* Standard Support contract holders are entitled to telephone access for critical support queries during normal standard support hours.  Premium and Enterprise contract holders are entitled to telephone access for critical support queries on a 24x7 basis.

The Fine Print

• Response time for priority support is within 24 hours depending on the time submitted.
• A minimum of 1 support credit will be charged for any non bug related support query.
• Hands on work - Any work or support requests are billed in half hour increments. This includes time for discovery, consulting, design, programming and general hosting assistance.
• If you discover a bug in an earlier release support will be charged to fix. We release new versions to rectify bugs in prior releases. We recommend that you upgrade to the latest version to ensure your store is as up to date as possible.
• If you do not have enough support credits remaining to cover a query, a support credit quote will be sent to you prior to us issuing a response.
• Large issues will be quoted prior to commencement.
• Support credits are non-refundable and cannot be exchanged for other goods or services from Smith Consulting.
• Support Credits are valid for 1 Year from Date of Purchase
   

To request a customization on one of our modules click here