CS-Cart
Customer Care

We provide technical support on business days from 9:00 AM to 6 PM (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 engineers are on duty and can reply to your message:

• 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.

We provide technical support in writing in English 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 Premium customer care service.

Here are all the available support services If you'd like more information or are interested in something that isn't on the list, please let us know via Help Desk.

The period starts 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 a bug in software).
• Modify the default CS-Cart or Multi-Vendor functionality.
• Resolve database issues.

You can get these kinds of support only as part of Premium customer care.

^[1] Support is still available only during our standard working time (9 AM to 6 PM GMT+4). We can't guarantee answers at other times and during weekends. 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.

Upgrade subscription provides access to the CS-Cart updates. The subscription to Customer Care service offers the services of the customer care team: assistance with functionality and setup, fixes, product consulting, and other.

We guarantee to correct all security bugs found in the original source code absolutely for free. Fixes for non-security bugs and errors are provided in further software releases only (you may need to renew your upgrade subscription). To learn more, please refer to our article about bug fixing.

Please note that this rule does not apply to errors arising from code modifications made by you or any third party. CS-Cart does not guarantee error recovery if there is no technical capability to correct it in this particular case (incompatible server settings, impossible remote access to server, etc.).