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.

 

Users Guides

We provide detailed PDF user manuals which cover all the features and configurations in our shopping cart and registration software.

 

Click here to access our user guides.

 

Forums

With our online forums, you can post requests, possible bug reports or general questions. The forums are intended mainly as a community resource rather than an official method of contacting support but responses will be given whenever possible. If you have a how-to or customization question, we prefer that you post your question in the forum whenever possible, as it benefits others that may have the same question. It is also a great resource to give you more information on how to make the most out of your shopping cart or registration software.

 

Click here to access the forums.

 

Support Policy

All Smith Cart and Smith Registration licenses include 3 free support incidents. Customers wishing to purchase additional support incidents can do so online by clicking here.

 

Support requests may be submitted 24 hours a day by submitting a support ticket online here. Hours of operation for our helpdesk are Monday through Friday, 9am to 9pm Pacific time excluding holidays. Technicians also monitor our support queue during weekends and are on call to resolve customer emergencies.

 

Premium Support Credits

Our helpdesk is charged via a 'user pays' Support Credit System. This means that rather than losing support after 12 months when a support contract expires, which is typical of other software companies, you will have lifetime support, at a minimal charge. You will also only be charged for support as you need it, meaning you can access it as little or as much as you choose. We are sure you will agree that the level of support you receive will far outweigh the minimal cost associated with it.

 

Redeeming Support Credits

Support Credits can be redeemed by submitting a support ticket online. The number of credits deducted depends on the complexity of the issue and the amount of time spent by our support staff investigating and providing a solution.

 

Bugs in the latest version of the software will not have credits deducted. However bugs in earlier releases will be charged credits to fix. We recommend that you always use only the latest release of our software to ensure you have the most stable version for your site.

The Fine Print

• A minimum of 1 support credit will be charged for any non bug related support query.
• No credits are charged for sales questions.
• If the issue is determined to be a bug in the current release of the software no support credits will be charged.
• Response time for premium support is within 24 hours depending on the time submitted
• If you discover a bug in an earlier release support will be charged to fix. We release new versions to rectify any bugs so it is your responsibility to ensure you are running the latest software.
• 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.
• The amount of credits charged will correspond to the time it takes to solve the issue.
• Large issues will be quoted prior to commencement.
• Issues with previous releases will have credits assigned to them, as they are generally dealt with in later releases. We recommend that you upgrade to the latest version to ensure your store is as up to date as possible.
• Customizations cannot be paid for with Support Credits.
• Support credits are non-refundable and cannot be exchanged for other goods or services from Smith Consulting.