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Welcome to the OneWorldStoreFront Support page

Below you will find many methods to manage your products with our tools along with many support options that allow you to choose a service level that meets your business requirements.

Free Support

Many answers to common problems can be obtained using one or more of our free support methods. Consult these sources first in order to ensure your issue has not already been addressed before.

     Community Forums - Get advice from other OneWorldStoreFront users

     Knowledge Base - Search for information about common issues

Paid Support

For some cases, immediate support is needed, and the forum may not be an appropriate place to seek answers. In these cases, it is best to use one of our support plans to submit a ticket.

For information about the support plans available to you

Bronze Support Package - FREE to All Customers

Bronze support is a combination of services provided by OneWorldStoreFront to aid in the resolution of issues that customers may have. These services include:

• Community Forums
• Knowledge Base
• Includes 1 support incident through email or phone
  • Each product purchased adds an incident to your account
  • When licenses are upgraded to a new major version (ex. 2.x to 3.x), an additional incident is provided
  • Additional single incidents can be purchased when you submit a new ticket, or support packages can be added to your account for reduced pricing.

Silver Support Package - $199

Silver support is an economical way of getting a large number of support incidents for non-critical issues. Because silver support is limited to email only, it is not suggested for high availability or rapid-response issues. These services include:

• All Bronze support options
• Includes 8 additional support incidents through email

Gold Support Package - $399

Gold support has all of the attributes of Silver support, with the addition of phone support on all incidents. These services include:

• All Bronze support options
• Includes 8 support incidents that can be submitted through email or phone

Platinum Support Package - $799

Platinum support is the absolute best solution for high-availability or rapid-response environments. With incidents able to be used through email or phone and the addition of a fixed number of critical incidents that are able to be used off hours 24x7x365. These services include:

• All Bronze support options
• Includes 10 support incidents that can be submitted through email or phone
• Includes 1 critical incidents that can be used off-hours 24x7x365.

Notes

The following notes apply to the plans shown above.

• Incidents can be used on any OneWorldStoreFront application, on any installation
• Support incidents are restricted to normal business hours
• Critical incidents are available 24x7x365
• Incidents submitted during normal business hours usually receive initial responses within 4 hours
• All incidents expire one year from purchase or upgrade date

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