What support options are available to you as a customer of any of the InnovaCommerce applications?
What is included as standard when you sign up for an annual subscription to InnovaCommerce?
To have support for doubts, tasks you don’t know how to do, database connection cuts, temporary program blocking, etc… you should check the documentation wiki or contact the company that runs your online store, this kind of support is not included in the FREE basic support.
Support from your online store, not related to program problems, is NOT included. It is a paid service.
WHAT CAN YOU ADDITIONALLY PURCHASE WITH YOUR INNOVACOMMERCE SUBSCRIPTION?
You must know how to open a database for external connections from other applications, so you must know how to manage your hosting panel to do this task. You can find all the information you need to install it in our documentation wiki on this website. But sometimes it can be that a connection gets stuck without knowing why and you are not able to carry it out.
Do not worry, our technical team can help you with this task of implementing InnovaCommerce. When you sign up for your subscription, we offer you as an additional service, the implementation of the software in your business, connecting the application with the database of your Prestashop online store.
We can also help you with the initial configuration of the application. This information is also in our wiki, but if you don’t understand something we can help you by hiring additional support.
To do these tasks, we will have to connect through a remote control software to your computer. With the remote control connection, you will be able to see how all the work is done and when it is finished you will be able to cut the remote connection and your computer will not be able to be accessed until you give permission again if you need help.
For any support task, the use of a remote connection program is necessary, so if you don’t want us to use it, we won’t be able to help you.
For this reason, we offer you personalized distance learning courses, by skype, given by our official trainers. You will have intensive customized training at distance or in person.
You will be able to contract personalized training when you contract your subscription to InnovaCommerce, or later when you see what you need to learn. You can request intensive distance training. The training can be for you alone or for a group of employees in your company. We do not offer In-company training.
The method of delivering the training is by skype. You will need to have a headset or speakers and a microphone. You do not need a webcam, as it is the trainer who shares his screen with you.
The cost of the training is determined by the number of hours. We have stipulated a few hours of distance training according to the experiences we have had previously with other clients, but if you need us to give more hours, there will be no problem in doing so, we adapt to you.
As we pay per hour of training, there will be no problem in giving less time if that is what you think you need, the minimum is 2 hours.
Advanced technical support
There can be different situations that exceed the basic support of the subscription and for which you will need extra support:
- Doubt about the use of the application. For the doubts you have the Wiki, if you ask us any by email you will receive an answer, but if you ask us many, we will offer you to contract personalized training, since in the basic support it is not training.
- Connection problems with your hosting If suddenly one day the program does not connect to the database, you will need a technician to check the incident and help you to solve it. This has nothing to do with our program but with your hosting, so for this you will need to hire hourly support.
- Slow down problems. If the program is very slow, you will need a technician to check your entire work environment to determine where the slow problem is coming from. It can be from your hosting, your Internet connection, your computer, etc… This is not part of the support offered as these are factors that are alien to our application. You can hire a technician for as long as you need.
- Problems with updates. The update process of InnovaCommerce is simple, but there are times that either the process is not followed correctly or the update fails due to causes beyond the application, in this case, you have the option to go back to the previous version, but if you do not know why this happens, you will not be able to update, for that one of our technicians can help you by hiring extra support.
What kind of support do we offer for InnovaCommerce?
Soporte por control remoto
If the assigned technician considers that a remote control intervention is necessary with the customer to see a problem or solve it, he will communicate it, agreeing on a time for the intervention that suits the customer.
The remote connections are always made during the support hours set by the technician. The customer can request an intervention by remote control, but only the technician will decide if it is necessary, since in many occasions the interventions by remote control are not necessary.
To perform the remote control, the client will have to install on his computer a small application called Ammyy or Teamviwer, which will tell him where to download from.
If you are not willing to have remote controls in your computer, it is better not to contract advanced support or a subscription to InnovaCommerce, sometimes it is essential to see how to solve a problem.
We do not usually attend simple usage queries, these queries must be made by e-mail/ticket. It is recommended to send an email first and once there is confirmation from the technician, a conversation will be established by skype or telephone.
With the free basic support we do not offer phone support. If you hire extended support by the hour, if necessary, the technician will attend by phone to talk directly to the incidents you have, once you have an email with the explanation. The technicians never attend direct calls from customers who do not have this service contracted.
Support by e-mail
You can contact the technician by email or ticket from the support system. We recommend this last way, it is the perfect option so that all your messages always arrive to us, the e-mails there are times that they do not arrive.
This kind of support is recommended to ask for help about doubts with the applications InnovaCommerce or to report problems you have with the application. Remember that if you have many doubts we will refer you to the Wiki or hire personalized training.
This is the support included for FREE with your subscription to InnovaCommerce. This is the support we prefer because we can attend your query according to the priority level it has and it will not interrupt the most urgent support we are solving at every moment.