Support Policy

Technical support is available for all AspDotNetStorefront users on version 8.0 or higher with an active Benefits subscription. We have sunsetted versions earlier than ML version 8.0.0.0. Customers on earlier versions are strongly encouraged to upgrade to a recent release, and may seek assistance in our online forums in the meantime.

Support tickets may be submitted to our Help Desk 24 hours a day at http://helpdesk.vortx.com. Hours of operation for our Help Desk are Monday through Friday, 8am to 5pm Pacific time (excluding U.S. observed holidays). Support issues emailed directly to our staff members or through our sales department cannot be addressed. This ensures that all support requests are handled as quickly as possible. We want to assure you that submitting all requests properly will mean that no questions 'slip through the cracks', and that we can achieve optimal response times. We aim to respond as thoroughly as possible to all support requests within 3 business days. 

If you have modified your software and are encountering errors, please be sure that the issue also occurs in an UNMODIFIED copy of AspDotNetStorefront before submitting a ticket. That helps us to be sure that we are supporting the entire user base at the same time, and not spending vital time on a custom issue that has sprung up without us! Read more about customization below.

Customization

It is impossible to account for the complex needs of every individual business in any software product. We recognize this, and offer source code so that a qualified developer can make the modifications desired for your environment.

If you are a store owner or developer seeking help with a custom project, we have the most remarkable development partners available to team with you on customization. These are accredited developers who are known to deliver premium work on a highly professional basis. Determining how to make these modifications is the sole responsibility of the developer.

Phone/Chat Support

Some users are entitled to phone or live chat technical support. Phone calls are scheduled in a minimum of 30 minute increments, typically one week in advance and can be requested via a ticket. GoToMeeting is used to allow for multiple users on a call at once, all sharing a common display. Prior to the scheduled training session, you will be asked to provide an overview of training material that you would like covered in your session. We ask for this so that you can make the most of your session, and that we are prepared to answer any and all of your questions. We can assist with “how-to” type questions, help you plan the organization of your site, provide basic information on SEO and site management, etc. Please use our Help Desk for assistance with troubleshooting software issues. Live Chat is also available for technical Support & general configuration guidance for AspDotNetStorefront 'out of the box' features. More complex requests may be directed to submit a ticket to the Help Desk if appropriate.

Passwords

Please never email, or post your passwords in a ticket response. If we request a password from you in order to provide assistance, we will also provide you with a secure means to send us that information. We often use www.sendinc.com to send / receive sensitive account information.

Upgrades

AspDotNetStorefront highly recommends that all customers stay up to date with the latest release of the software. While we strive to make the upgrade process as straightforward as possible, some store owners may still need assistance with performing upgrades periodically. Our Help Desk cannot provide assistance with the manual upgrade process directly, however, automated upgrade packages are available.

For stores with customizations, the assistance of one of our Development Partners may be needed.

Data

We strive constantly to make the software as flexible and robust as possible; however as with any application there are restrictions on what kind of data the software can handle. Should you end up with a corrupt database, or with invalid or poorly formatted data that the software cannot handle, our Support Technicians will not be able to assist with manually cleaning the database. Our Development Partners stand ready to assist with that type of work.

Hosting

Our Network Services department is available to respond to Help Desk tickets for hosting related issues from Monday through Friday, 8am to 5pm PST (excluding U.S. observed holidays). Emergency support is also provided 24x7 using the Help Desk.

We are able to resolve most hosting support issues within 30 minutes during business hours. Requests for emergency support outside regular business hours will be handled by our staff of on-call technicians. Help Desk requests for typical issues like changing FTP passwords, backing up a database, configuring permissions, etc. are included with your hosting plan. Issues that involve custom support, advanced configuration, troubleshooting site errors, or other custom projects should be managed by one of our Development Partners. We may also elect to schedule certain support during a maintenance window to minimize downtime on the servers.