Typical time frame for the issues fixing is 1-3 business days.
This is an offer for huge shops that require stable, frequent monitoring and support.
Usually, our customers sign up for a dedicated growth team of 2-4 people to support their business in customer acquisition, retention, and improvement of overall customer experience.
The team is agile and efficient and can quickly run experiments to find what will scale their business to become the category leader.
We start fixing issues in 1 – 8 hours per agreement.
The detailed report and activities are available in our helpdesk application.
The contract is for a minimum of six months.
Our experts are available any time for your questions and issues.
It doesn’t matter where your company is located.
Once you choose a long-term cooperation, we offer your hosting server monitoring and proactive response to any issues.
If your customers cannot put orders, it doesn’t matter what the weekday is, we will fix it.
You have a problem or an idea for improvement or change. We work fast – it can be done in 7 hours – 2 working days.
If you choose us, you will receive a monthly report with additional recommendations for changes, improvements in conversion, or usability.
If you have a specific task or issue that needs quick resolution, our per-hour support offers flexibility without any long-term commitment. We handle:
– Bug fixes and troubleshooting
– Plugin and app integrations
– Performance optimization
– Security enhancements
– Customization of themes and functionalities
Our package options provide dedicated support hours for businesses requiring regular assistance or larger projects at discounted rates. Choose the package that fits your needs:
Ideal for small, time-sensitive projects or addressing multiple minor issues. This package includes 8 hours of support for:
– Technical issue resolution
– Module or plugin setup
– Basic customization
– Consultation on performance improvements
Suitable for mid-size tasks or ongoing optimization efforts, the 16-hour package provides ample time to handle tasks such as:
– Advanced customization and development
– Integration of third-party apps
– SEO and performance tuning
– Extended troubleshooting and fixes
For businesses with ongoing needs or larger development projects, the 40-hour package offers a robust solution. This package is perfect for:
– Complex development tasks and custom modules
– Multi-platform integrations
– Comprehensive performance audits and improvements
– Complete technical support over an extended period
For companies needing consistent, reliable support every month, our 80-hour monthly subscription ensures you’re covered for any technical challenges that arise. This package is ideal for:
– Proactive monitoring and issue resolution
– Continuous platform optimization
– Custom development and new feature implementations
– Regular updates, patches, and security audits
– Priority support with faster response times
It is an hourly calculated task or a part of our standard support.
It continuously improves your shop’s website’s technical and on-page optimization.
We use Semrush and AI bots for improvement.
Let our technical experts keep your platforms running smoothly while you focus on growing your business!
What are your hours of operations?
We are answering phones & support emails Monday – Friday, 7 a.m. to 5 p.m. (EST). If you need weekend service, that’s something we can discuss.
When will I get the priority service?
Whenever possible we may complete your work orders on the same day depending on the difficulty of the task, & what time of day the work request is submitted. It’s best to speak to us first to determine if our availability meets your needs before you purchase any time. We typically solve issues in 1-3 days.
How is my time tracked?
Time is tracked in 15 minute increments in Toggle app. We will keep track of your tasks, work orders & the time used for each. You can request an update with how much time you have left on account at any time to help you keep track.
What kind of contracts or commitments are required?
If you need, we can sign off the NDA agreement. Typically for technical support we do not have any agreement for small packages. Since you are paying for services as you need them, there are no contracts. You can come & go as you please. For long term cooperation we need to sign off the agreement.
Why do I have to pay in advance?
For hourly support, only 1 hour is billed in advance. If additional hours are needed, they are discussed with you before proceeding. There’s a (1) hour minimum. Half-hour billing is available when the time is consecutive.
Support packages include a block of hours (for example, 8 and 16 Hours) at a reduced rate in exchange for securing the time in advance. If you prefer to be billed by the hour at the standard rate, that is no problem.
It is much easier to control work and payments if we agree on the scope and number of hours needed. Both of us are secured.
We can use Escrow service via Upwork to make our payment if you want to be more secure.
Can I use the support package for a new website/shop development?
If all you need is help with installation, set up & you’ll take it from there then a support package would be appropriate.
Otherwise, no. You cannot use a support package to have a new website built, nor for redesigns, or new theme designs, new installations or configuration. Please contact us for more details. We will setup a special project for it and estimate time and cost.
How will I be billed?
We accept all major credit & debit cards & Paypal, or we can use Transferwise.com or Bank transfer.
Invoices are emailed via Zoho Books and can be paid with your Pay Pal account or any major credit or debit card via the guest check-out. We do not store your credit cards or personal information.
How is Consulting or Training session done?
Consulting, Training, & general brain picking is done via Phone, Email, Skype, or Uber Conference. Which ever you prefer or is appropriate for the situation. Each 1 hour session is scheduled in advance at a time that is convenient for you.
How do I send my work order?
We use Zoho Desk or email for work orders. You will get access after payment is received. You can also send any request via email or our contact form
Can I secure my support package month to month?
Yes, most of our customers use them on a monthly or bi-monthly basis.
We offer a rapid response to site issues based on the severity of the issue raised. We understand the critical nature of eCommerce and our focus is to fix issues accordingly.