Live Support

Have you ever worried about the loss of revenue if your site goes down? Each incident could cost the store owner a huge amount of dollars.

Buying live support is equivalent to buying “road assistance” insurance for your web site. If the site goes down, you want it back online as soon as possible.

We offer Service Level Agreement (SLA) for your web site

• Standard – 3 hour response time
• Express – 2 hour response time
• Urgent – 1 hour response time

Identify - We will respond within the specified SLA time to identify the root cause of the following incidents:

• The web site is down but you don’t know why.
• A server error message has been thrown out but you don’t know why.
• A web site logic suddenly stopped working but you don’t know why.

Fix – After successfully identified the root cause of the problem we will inform you our findings and fix the problem for you to bring up the site.

Your will be charged for the hours we spend on handling the incident. The clock starts at when our initial response is initiated and ends at when the problem is resolved. Once we started investigating the problem, we don’t stop. We work around the clock to make sure your site is up as soon as possible. Only our best engineers are selected in this live support program.

Communication method

Notification that your site has a problem

• Email
  • The preferred method since you can include the circumstances of the problem and error messages of the issue. A support ticket will be automatically opened for you.
• Online Chat
  • You can always come to our support site and talk with our engineer to report an incident.

Communication with our engineer

• Online Chat
  • It is the preferred method since it has a record of your request and our response. It is also easier to communicate the error message and proposed solutions via chat session.
• Online Meeting 
  • If necessary, our engineer will send you a web-based remote assistance request. Upon acceptance, you and our engineer can share the same desktop screen through which you can show the problem to our engineer and explain the situation in the chat session. Our engineer can also show you how to resolve the issue via the remote assistance session.
• Email