At MobiCommerce, we take pride in the level of customer service we provide to our customers. All the support requests that we receive, are addressed on the go. We ensure that all your requests are dealt with precision. Our customers are often surprised by the speed and quality of the support they receive from us and often express their satisfaction with the level of customer service they experience (see what our customers say about us). The below support policy is effective from 1st May 2017.
The warranty period starts from the date of delivery. During the warranty period, we provide free support limited to issues or bugs a client encounter in our delivered solutions or services. Post warranty period, you can buy our support and maintenance service by paying an applicable cost, check our available support packages for more details.
We provide support for purchased products & development services during the warranty period. Warranty is limited to MobiCommerce’s deliverables and its pre-designed functions & features only, it does not include:
We recommend you to use the Helpdesk for registering any support requests for a timely response. Support requests logged in via website will be given priority over support requests raised over Call or Email. Just submit a ticket using the Helpdesk to take advantage of our Support Service. While submitting support requests, send us the required login details like FTP and platform admin login details to get the issues fixed.
| Severity | Description | Response Time | Resolution time |
|---|---|---|---|
| Critical |
Production server or system is down and no workaround is immediately available.
|
2 Hours | Cause of reported issue will be analysed and resolution timeframe will be communicated to you. |
| High/Major |
Major functionality is severely impaired.
|
4 Hours | Cause of reported issue will be analyzed and resolution timeframe will be communicated to you. |
| Medium/Average |
Partial, non-critical loss of functionality of the system.
|
8 Hours | 1-3 days |
| Low/Minor/Cosmetic |
Cosmetic issues, including errors in the UI/labels/messages/formatting etc… |
8 Hours | 2 days |
Monday to Friday between 10:00 to 19:00 (IST).
Support service purchased from our website or any other media is Non- Refundable.
Familiarize yourself with this Support and Maintenance Policy. By placing an order for any of our products or services or by using any other part of the website or by sharing any personal information to us, we will consider that you have you read this policy thoroughly and thereby accept the terms and conditions of this policy. Kindly contact us, if you have any doubts regarding our Support and Maintenance policy.
Only the best! Check it out for yourself:
Mobi commerce has completed many projects for us, on time, and have been extremely responsive to our needs.
They have created custom updates for us that we have paid for and the system works amazing with our Magento site at www.totalinksolutions.com
Thank you for your work guys!
The apps have been delivered and are in the process of being published in the stores. Mobicommerce instituted an effective communication plan and displayed top-level technical skills.
Our experience with Mobicommerce was exciting. They have created a great app. They easily solved all of our problems and provide incredible support. All this happened very quickly! They are definitely the best team I have worked with till now. There is no comparison with any of our tasks or requirement.
We were quite impressed with the approach that each member considers the minute detail about the project.
Mobicommerce’s efforts not only helped the company grow its brand in the digital landscape, but they were able to help increase its sale on the product's launch. The client credits the team's approach to project management to their initial success, citing it as seamless and efficient.
We used our application development with MobiCommerce. It is the excellent application that I've ever been used. There have many awesome features and the cool UI design. Finally I'm really grateful to working with MobiCommerce. The support team and the technical team are very helpful to our product. I'm very thankful to the technical team.
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