Support Credits are an all-purpose currency used to pay for technical support. Support credits can be provided with a license or purchased separately. Buy Credits Right Now
Free Support Credits
With every Avactis license, you receive a certain number of free Credits that you can use. Free support credits expire 15 months after order date, on the nearest April 1.
If you purchase several Avactis licenses, more free Credits are debited to your account. You can then use these Credits to receive technical support for either of your licenses.
UNLIMITED Level 1 Support, UNLIMITED Level 2 Support on "Professional" hosting plan, 50 Credits on "Basic" hosting plan, 200 Credits on "Standard" hosting plan
As our experience shows, this amount of Credits is enough to let you start up an online store. If you need more, you can purchase additional Support Credits at any time. They will be debited to your account and will be available whenever you need them. Support credits purchased separately from a license never expire.
* Credits are not provided if you purchase the license at a discount over than 20%.
Cost of Support Services and Service Levels
The cost of every issue (i.e. support request) is determined by our support specialists. Typically, it depends on the complexity of the issue and the time required to resolve it. All issues get classified according to Levels. Please see the following table for issue categories and their estimated costs:
General questions, consultations regarding forums or Helpdesk usage, questions about Avactis Shopping Cart license policy, description of the services.
FREE
FREE
FREE
FREE
Warranty issues
Questions regarding the 30-day money back guarantee.
FREE
FREE
FREE
FREE
Bug reports
Questions or discussions of bug issues in the software. Bug fixes or new builds of the software are provided to the client free of charge. Patching or upgrading by Avactis staff is not free.
FREE
FREE
FREE
FREE
Quote requests
Questions about service, project, or modification costs.
FREE
FREE
FREE
FREE
Description of Avactis features
Questions about Avactis Shopping Cart features and the features usage.
20-30 Credits
FREE
20-30 Credits
FREE
Avactis setup
Configuration of taxes and shipping modules after the software installation.
Changes of license URLs and personal license data.
10 Credits
FREE *
Simple customization and design
Simple questions about Avactis templates and code modifications which could be resolved within 30 minutes.
20-45 Credits
FREE *
Root-cause analysis
Analysis of root causes of problems. Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed.
20-60 Credits
FREE *
Root-cause analysis with pro-active code debugging
Analysis of root causes of issues by using time-consuming code tests or server tests and time-consuming pro-active code debugging.
60-200 Credits
FREE *
Hosting or server side issues
Problems with 3rd-party hosting servers. Issues with server mail systems, viruses, etc.
20-60 Credits
20-60 Credits
20-60 Credits
FREE *
Update of Avactis Free edition to Avactis Owned edition (same version) after purchasing of a license
60 Credits
60 Credits
60 Credits
FREE *
Clarification of details
Time-consuming clarification or discussion of specific issue or task details.
10-20 Credits
FREE *
* Level 2 support is free only on "Professional" hosting plan.
If we find that your issue is caused by an Avactis bug, we will refund 100% of the credit cost of your support ticket.
In every e-mail that we send you, we identify how many Credits have been charged after processing your request.
