AIM-Cart Technical Support

Purchasing an AIM-Cart website entitles you to a free 40 credits of technical support. Our team will help you to set the initial configuration of the store, remove any possible problems and assist your understanding of the functionality of a feature.

Issue based support (credits)

Issue based support is a way of providing technical support when consultations of our technical support specialists are assessed in credits that are deducted from your credit account. Credits are used up depending on the work required to answer your question, resolve the issue and have no time limit.

Each request is assessed for its complexity and, based on this assessment, assigned to one of the following categories:

1. Explanation of setting up some standard functionality. General questions about setting up (not problems); (5 credits)
   
   
2. Resolving problems caused by incorrect settings of functionality. Setting up some standard functionality. Consultations on architecture; (10 credits)
   
   
3. Investigating problems caused by user's server settings, user settings or modified files. (20 credits)

If you agree in advance with the possible assessment of your request (it can be specified when submitting a request), our engineer answers your message, assigns the request to one of the three categories given above and the corresponding number of credits is deducted from your account.

In case you want to know the cost of the request beforehand, let us know and our specialists assess its complexity. The request is answered only after your confirmation of the assessment. In this instance, the total amount of time necessary to resolve your issue can be increased by the time required for assessment and confirmation.

If during the investigation we find out that the issue requires a more detailed analysis or some new facts emerge, we can change the category of the ticket. And the number of credits charged for this ticket will be changed accordingly.

Credits are charged for a whole ticket and only one issue is to be discussed in the ticket. If you ask a question that does not relate to the theme of the current ticket or relates to it indirectly, a technical support engineer will create a separate ticket for this question.

Technical support service includes

• Consultations on AIM-Cart functionality
• Assistance in configuring your AIM-Cart
• Resolving issues occurring during the software operation or issues that arise with functionality if they are not the result of your code changes
• Performing minor and technically simple modifications of AIM-Cart, which do not require complex actions

Technical support does not include the addition of new functions or changes to the standard functionality.

Error correction

We guarantee to correct all errors found in the software, source code installed by us, and correct any server-related issues absolutely free.

Please note that this rule does not apply to errors arising from standard code modifications made by you or any third party (if you decide to work directly with the website code). AIM-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.).

Purchasing of Additional Credits

The following credit packages are available for AIM-Cart customers: