Ecommerce Support Service

ADK provides support to its ecommerce customers by charging on a pay-as-you-go basis or you can purchase the following support packages.

Support 50 - £200 (per quarter)

What's Included:
50 Support Credits*
1 business day response time
any number of support cases**

Support 100 - £350 (per quarter)

What's Included:
100 Support Credits*
12 business hours response time
any number of support cases**

Support 200 - £580 (per quarter)

200 support credits*
2 business hours response time
1 health check and upgrades analysis
any number of support cases**

* 10 credits equal to 1 business hour. Time spent on solving the support cases may vary from case to case and can not be estimated in advance. Minimum spent of 2.5 credits per support case applicable, which also includes administration efforts.

** Within the number of credits per support package chosen.

A ‘Minor Change’ is defined as:

Change to a single page of text or content on the site, including the replacement of images;
Any Basic Administrative Function (such as resetting passwords, changing configuration);
Change to the layout of any page where this is within the capability of the base template;
The addition or removal of any OSCommerce Module supported by Holbi;
‘Minor Systems Administration Activities’ – such as backup/restore/install/upgrade/data load/report

A ‘Support Case’ is defined as any call made to the Call Desk / email sent to the Help Design whether or not it results in further ‘Minor Change’. (ie. A support case (ticket) may be made to request several changes to be made – in this case only the change items requested will be counted against the users balance.

ADK reserve the right to assess requirements as being outside the scope of ‘Minor Change’. In such cases ADK will report back to the customer with a separate solutions proposal cost estimate.

Times stated and initial response times only. As a guide ‘Minor Changes’ are normally completed within 24 hours. However, time to resolution may vary depending on the nature of the change.

Whatever the nature of your support call, our team of experts will continue to work until you're completely satisfied with our service.