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
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
We provide assistance as soon as possible
Competence
We know our products better than anyone and understand the requirements of the modern eCommerce market.
Transparency
We provide maximum information about our work to our clients
Types of the support service
|
|
VIP Customer Care
|
Recommended
Standard Customer Care
|
|---|---|---|
| Online chat | ||
| Response time | Minimum response time. Tickets have the highest priority | Average response time |
| Ticket cost estimation not required | ||
| Custom modifications | Up to 7 modifications per month included | Up to 4 modifications per month included |
| Upgrade service | Included | Included |
| Mobile app maintenance | ||
| Support staff | Only senior, the most experienced engineers | All support staff |
| 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 |
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.
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 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.
Product |
First License |
Additional License |
30 days |
30 days |
|
60 days from the day of purchase |
60 days from the day of purchase |
|
180 days from the day of purchase |
180 days from the day of purchase |
|
45 days from the day of purchase |
45 days from the day of purchase |
|
90 days from the day of purchase |
90 days from the day of purchase |
|
1 year of VIP customer care |
1 year of VIP customer care |
Upgrade subscription provides access to the CS-Cart updates. The subscription to Customer Care service offers the services of the customer care team.
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.
Customer reviews
Ross
Outstanding - really pleased with the speed of the response.
Ioannis
In general the support is pretty darn good. We hope the replies can be a little quicker but we would rather have a late solution to our problem than a prompt reply that does not help.
You guys are great. Keep up the good work CsCart!
Shlomo
Excellent work! Fast, accurate and efficient fixing of the issue I was having. I was so worried that something severe had happened to my site but the CS-Cart tech team had professionally and honestly fix it. Thank you so much!
Yaasser
Very fast response and support :) I am proud to be one of your customers. Special thanks to Sergey :)