Each of our products includes Standard Support for one year. The Standard Support Package is the ideal basis to ensure continuous operations in your systems.
You have access to support through our Support Channels (http://www.sellxed.com/en/support). For all technical inquiries it is necessary to open a Support Ticket. Out of office hours you can find all important information in the instructions provided by us.
Standard Support Coverage
The Standard Support allows you to access all module updates and upgrades published by us during the year. You can download the updates and upgrades directly from you customer account in the shop (www.sellxed.com/shop). Log in and click on Your Account > Your Download Products.
Our Support Team also assists you in case of problems regarding the implementation and the use of the module
Ensure that you are using the latest module version before opening a Support Ticket. You can find the latest version in the Changelog under the article 'Description' or in you customer account.
Not covered by Standard Support:
Unfortunately we cannot offer support for all incidents. Therefore we ask you to appreciate that our support services are restricted as follows:
- We can only provide support for our own products. We offer support for valid licenses purchased through our shop or through our official partners.
- We cannot provide general support for questions regarding shop systems that are not linked to our modules.
- We cannot provide support for Third Party Plug-Ins. In case of compatibility issues we might have to ask you to deactivate any Third Party Plug-Ins.
We can only provide limited support if you have customized our products. The modules are fashioned in such a way that no changes have to be made to the code in order to use them. However, we will do our best to answer your questions.
SLA - Response Times
We try our best to attend to your problems as soon as possible. Depending on the amount of support requests it can take a few working days to reply to you and solve your problem. For this reason we recommend to run a test system to try all new versions. Should you require support urgently we provide immediate help through our sellXed Complementary Support which can be ordered in our shop.
Standard Support vs. Complementary Support
You can find a comparison between Standard and Complementary Support here.