Technical support and software updates policy
ProductCart customers enjoy free technical support and software updates
Quality of Customer Service
At Early Impact we take pride in the level of customer service we provide to ProductCart users. Support requests are answered quickly and accurately. Customers are often surprised by the speed and quality of the technical support they receive from us and often express their satisfaction with the level of customer service they experienced (see some customer testimonials).
PLEASE NOTE: These terms were updated in February of 2009 to introduce Technical Support Incidents
Technical Support
Technical support is currently provided free of charge through our Web site, our WIKI, and via e-mail to customers that have purchased ProductCart directly from Early Impact, except in the scenarios indicated below under "Technical Support Incidents". Customers that have purchased ProductCart from an authorized reseller are required to obtain support directly from the reseller, or they can purchase a Support Plan from Early Impact.
Technical support via telephone is not available at this time. However, we will initiate phone calls when needed (e.g. a problem cannot be resolved via e-mail or a phone conversation is needed to find a solution).
Support is limited to ProductCart's existing features, and does not include assistance on customizations that you may apply to the software source code, or assistance on third-party applications used in conjunction with ProductCart.
If an issue in the version of ProductCart that you are currently using has been addressed in a new version, you will be asked to update or upgrade to that version. If you wish not to do for any reason, you may purchase ad-hoc support to have our team review and address the issue on the current release, assuming this is technically possible (in some cases it is not).
Technical Support Incidents
Some of our software, due to its nature, requires a particularly high level of technical support. Instead of substantially increasing the price of such software, we will require customers to pay to obtain technical support by purchasing Technical Support Incidents. A set number of free Incidents will be provided when a license is puchased.
A Technical Support Incident includes the services described on the Technical Support Incident purchase page.
Current list of software that requires Technical Support Incidents:
- ProductCart Synchronizer for use with QuickBooks
2 free Technical Support Incidents included with purchase
Software Updates
A ProductCart purchase includes free same-version software updates at no extra charge. If you are updating from version 3.1 to version 3.5, for example, that is considered a same version update and it is free.
An update to a version number that starts with a different digit is considered an upgrade and is available for a fee. Existing ProductCart users are often eligible for a discount when upgrading their version. The last time an upgrade fee was charged was in the summer of 2006 (version 3 upgrade).
Support Resources
Technical support is available in the form of a frequently updated "wiki" of hundreds of ProductCart articles, a searchable and updated database of frequently asked questions, forums, information and code samples for developers, and more.
- ProductCart WIKI - A constantly updated encyclopedia of everything that pertains to our ecommerce software
- Support center - Recent releases and bug fixes, links to support resources, etc.
- Recent updates - A list of recent releases.
- Knowledge base - Searchable database of frequently asked questions.
- Forums - Hundreds of ProductCart users visit and contribute to our forums
- Developer’s corner - Code snippets for ASP developers using ProductCart.
