CS-Cart and Multi-Vendor Customer Care

The Team That Cares

What do you imagine when you hear the word ”care”? We immediately remember our moms and grannies covering us with a warm plaid, giving us a cup of hot chocolate with marhsmallows, and saying not to worry about the things that bother us. And all the problems immediately vanish.

That’s how we aim to care about our clients. We cover you with a warm plaid and give you a cup of hot chocolate. And you only need to lean back in a chair and watch how we solve your problems and help with your questions.

How do we do this? With our superpowers!

Yes, we have superpowers!

Empathy

Empathy

We do our best not only to answer a specific question, but also to understand the client's goal and help them achieve this goal.

Speed

Speed

We provide assistance as soon as possible

Competence

Competence

We know our products better than anyone and understand the requirements of the modern eCommerce market.

Transparency

Transparency

We provide maximum information about our work to our clients

Types of the support service

VIP Customer Care
Recommended
Standard Customer Care
Credit-Based Support
Online chat
Response time Minimum response time. Tickets have highest priority Average response time. Tickets have high priority Regular priority
Ticket cost estimation not required
Custom modifications Up to 7 modifications per month included Up to 4 modifications per month included Each custom modification should be paid separately
Upgrade service Included Included Paid separately
Mobile app maintenance
Support staff Only senior, most experienced engineers Only senior, most experienced engineers All support engineers
Advice on the CS-Cart and Multi-Vendor functionality
Assistance in configuring the store
Consultations on the CS-Cart architecture and basic customization
Investigating problems caused by server settings, modified files, or incorrect database data
Purchase Purchase Purchase

FAQ

At the moment, technical support is provided on business days, and only from 9:00 to 18:00 (GMT+4). Please mind this time zone difference when expecting a reply from our support team.

Here are the approximate times when most of our support specialists are on duty and can reply to your message.

Los Angeles New York London Berlin, Rome Hong Kong, Tokyo Sydney
22:00 - 7:00 1:00 - 10:00 6:00 - 15:00 7:00 - 16:00 13:00 - 22:00 15:00 - 0:00

  • Advise on CS-Cart and Multi-Vendor functionality.
  • Assist in configuring the store.
  • Resolve issues that occur during software operation, if they are not the result of code modifications.
  • Make minor modifications to CS-Cart and Multi-Vendor, if these modifications are within the scope of the technical support service. For more extensive modifications, use our custom development service.
  • Upgrade CS-Cart or Multi-Vendor to a later version. Please note that we don't adapt third-party add-ons, themes, and code modifications to the new version. They may not work properly after the upgrade. In that case, you'll need to get a compatible version from the third-party developer.

Technical support is provided in writing in English and Russian.

Technical support is provided only through Customer Help Desk. Please don't forward your questions to our support specialists by e-mail or via the contact us form on this website if you are a license owner. If you don't have a license and access to Help Desk yet, and have a question about CS-Cart, use the Contact Us form.

Yes, we offer our service via live chat as well. It is available for Multi-Vendor Ultimate owners (first year after license purchase) and also comes with the subscription to VIP customer care service.

All the available support services are listed on a separate page, along with prices. If you'd like more information or are interested in something that isn't on the list, please let us know via Help Desk.

Some of our products come with a free period of technical support instead of credits. The period is activated on the day of the license purchase. While this period lasts, you can ask an unlimited number of questions. If you ask a question during the free support period, you'll get the answer from us even after the period expires.

What we do as part of the support period:

  • Explain the standard functionality and configuration of CS-Cart or Multi-Vendor.
  • Solve problems caused by the wrong CS-Cart or Multi-Vendor configuration.
  • Set up default CS-Cart or Multi-Vendor functionality.
  • Advise on the CS-Cart and Multi-Vendor architecture and minor modifications.
  • Explore questions about CS-Cart and Multi-Vendor workflow, if they are not the result of a third-party code modification.

What we DON'T DO as part of the support period:

  • Investigate issues caused by server configuration or code modification.
  • Upgrade your store and resolve issues that may occur during the upgrade (unless they are caused by bug in software).
  • Modify the default CS-Cart or Multi-Vendor functionality.
  • Resolve database issues.

You can get these kinds of support only for credits or as part of VIP customer care.

[1] Support is still available only during our standard working time (9:00 to 18:00 GMT+4). Answers at other times and during weekends and holidays aren't guaranteed. However, your questions will have a higher priority and will be addressed first. If you open multiple tickets at the same time, we'll address them in the order they were received, unless one of them is clearly more urgent.

[2] We can upgrade the store for you only if you have an active upgrade subscription (or lifetime upgrades). Note that we don't adapt third-party add-ons, themes, and code to the new version.

[3] We'll reply to questions about the CS-Cart and Multi-Vendor functionality or how to set it up directly in the chat. For other questions, we'll create a ticket in Help Desk on your behalf and reply to the associated email address. We do it to preserve communication history and because it takes longer to process more complicated requests.

  • Tutorial videos to help you get started with CS-Cart or Multi-Vendor.
  • Documentation to help you familiarize yourself with the functionality even further.
  • Community forums for talking to other CS-Cart and Multi-Vendor users.
  • Bug tracker for reporting problems that you know how to reproduce. To see the bug tracker, you need to have a forum account linked to your Help Desk account.

Consultations of our technical support specialists are assessed in credits. Credits have no time limit and can be used whenever you require our assistance. Depending on the complexity of your request, our support engineer assigns it to one of the following categories:

  • Questions about CS-Cart and Multi-Vendor functionality or how to set it up – 5 credits.
  • Solving the problems caused by incorrect configuration of CS-Cart functionality. Setting up some standard CS-Cart functionality. Consultations on CS-Cart architecture and basic customization – 10 credits.
  • Complex code modification – from 20 credits. The possibility and complexity of a modification are determined by the technical support specialist at his/her sole discretion. The price is agreed upon with the client.
  • Investigating problems caused by some server settings, modified files, or incorrect database data – 20 credits.
  • Upgrades and examination of issues during the upgrade process within two patch versions – 20 credits. Each following upgrade (excluding SP releases) costs 5 credits. For example, upgrading from 4.3.1 to 4.3.9 costs 50 credits.

Issues from the first category are always answered without any confirmation from you. For other categories, you need to agree with the assessment first. To save time, you can do it in advance when you create the ticket. Otherwise, there will be an extra step: our specialist will evaluate the cost of your request in credits and ask for your permission to proceed. If you agree, the corresponding amount of credits will be deducted from your account.

During the investigation, we may discover some facts that can change the category of the ticket. The number of credits charged will be changed accordingly.

Credits are charged for a whole ticket, and only one issue can be discussed in the ticket. Our support engineers will move unrelated questions to separate tickets.

Product

First License

Additional License

Additional Storefront License

CS-Cart

50 credits

30 credits

30 credits

CS-Cart Ultimate

30 days from the day of purchase

30 days from the day of purchase

n/a

Multi-Vendor

45 days from the day of purchase

45 days from the day of purchase

n/a

Multi-Vendor Plus

90 days from the day of purchase

90 days from the day of purchase

n/a

Multi-Vendor Ultimate

1 year of VIP customer care

1 year of VIP customer care

n/a

Upgrade subscription provides access to the CS-Cart updates. The subscription to Customer Care service offers the services of the customer care team.

Customer reviews

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