Support Plans

Support Plans

Plan	Free	Stándar	Silver	Gold	Diamond	On Site
Monthly cost  (1)	FREE	U$S 100	U$S 250	U$S 750	U$S 1500	U$S 3500
Access to the support and help forum	YES	YES	YES	YES	YES	YES
Access to technical review	YES	YES	YES	YES	YES	YES
Tickets Supporting	YES	YES	YES	YES	YES	YES
Support Webservice	No	No	Basic methods	Basic methods	All methods	All methods
Operator of Account	No	No	No	No	YES	Yes, through the dedicated
Answers to doubts	Through the developer or forum interface	Through the developer or forum interface	Through the developer or forum interface	Through the developer or forum interface or support	Through the developer	Answer on the day
SLA standard without sales interruption (2)	Does not apply	Reply within the next 3 business days	Reply within the next 2 business days	Answer on the day	Answer on the day through the developer or forum interface	Answer on the day
SLA standard without sales interruption (2)	Does not apply	Answer on the day	Answer on the day	Answer within the next 2 hours,	Answer within the next 2 hours, through the developer or forum interface	Answer on the day
Schedule	Does not apply	Mon to Fri, from 9 a.m. to 6 p.m.	Mon to Fri, from 9 a.m. to 6 p.m.	With interruption of sales, 24 hours a day, 7 days a week Without interruption of sales, from Mon to Fri from 9 a.m. to 6 p.m.	With interruption of sales, 24 hours a day, 7 days a week Without interruption of sales, from Mon to Fri from 9 a.m. to 6 p.m.	Mon to Fri, from 9 a.m. to 6 p.m.
Registered contacts (3)	Does not apply	1 certified professional	Up to 2 certified professionals	Up to 5 certified professionals	Unlimited	Unlimited

Monthly payment for contracting the support plan, in 12-month contracts.

It will be considered an interruption of sale when the majority of the buyers of the virtual store were unable to complete their orders. For example: Store does not process payments, store does not close orders, most of the pages are loaded, homepage does not load, slowness on most pages, problems with integration with ERP, no connection for more than 2 hours, most update of orders with Status stopped for more than 3 hours, payment processing with the majority of purchases not processed for more than 3 hours, sales drop by more than 40% of normal, most products do not appear in the store, among others.

Being problems with errors of product registration, freight tables, promotions management, incorrect use of the CMS that manages the front-end (HTML / CSS and Javascript, of the store or integration through a Webservice, will not be considered, therefore are the responsibility of the client and / or its Interface Developer.

Number of contracts that the client can certify and register, to have access to support through the opening of Tickets or by phone.