Service Level Agreement

This document serves as a set of guidelines to inform decision making within Shopping Cart Diagnostics service as well as a guide for community members to better understand the support services provided by Shopping Cart Diagnostics service. The document is limited in scope since it sets official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Who Is Covered Under This Agreement

This agreement is intended to cover Shopping Cart Diagnostics service, including:

  1. Service Management
  2. Support Department
  3. Technical Department

Methods of Contact

The Support Center (http://support.magneticone.com) acts as a central point of contact for all technical support, including service questions, diagnostics interruptions, permanent monitoring issues, requests, and troubleshooting.

Customers may submit tickets online at (http://support.magneticone.com), contact Support Center via live chat or send an e-mail at support [at] shopping-cart-diagnostics [dot] com Additionally, you can submit feature requests and ideas at Public Feedback Service (http://shopping-cart-diagnostics.betaeasy.com/). Due to staffing limitations live chat support may not be immediately available at all times.

NOTE: We do not provide phone or IM support at the moment.

Hours of Operation

Our Support Team is there to help you via phone, Live Chat and Email (Technical support) during the following hours:

Phone support - 24 hours a day, Monday – Friday
Live Chat support - 24 hours a day, Monday – Friday
Technical support - from 11 am to 7 pm GMT +2, Monday – Friday

Support Forum questions have lower priority comparing to email tickets, thus replies on forum may take a few business days.

Requests can be submitted online (http://support.magneticone.com) or by e-mail at support [at] shopping-cart-diagnostics [dot] com  24 hours a day.

NOTE: We are working on business days only (excluding National Holidays and weekends). According to the acting Labour Code of Ukraine, in case a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day. Additional days off will be announced in the news section of the Support Center.

Response Period

The guaranteed response period is 24 hours (business days). Actual response period may be shorter depending on the volume of requests at any point of time.

Responsibilities of Those Making a Request

Users should explore help that is readily available at Shopping Cart Diagnostics website before contacting the Support Center. This help might come from the FAQs (http://www.shopping-cart-diagnostics.com/support/faq/) or Public Feedback Service (http://shopping-cart-diagnostics.betaeasy.com/).

When such local help has been exhausted and assistance is needed, the users should contact the Support Center through one of the methods described in Methods of Contact section. Please provide the following information when contacting the Support Center:

  1. Valid e-mail address that was used as your Shopping Cart Diagnostics account login. If you/your ISP use any spam protection, make sure you add contact [at] magneticone [dot] com, support [at] magneticone [dot] com, support [at] shopping-cart-diagnostics [dot] com  to the white list.
  2. Your store URL.
  3. A clear and specific description of the problem or request, including information regarding any error messages you may have received.

NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by user, the ticket is considered closed. Shopping Cart Diagnostics reserves the right to completely stop the support if the issuer uses abusive language or statements.

Shopping Cart Diagnostics Services

Services provided by Shopping Cart Diagnostics are aimed at saving your time and minimizing risks with your online store software. The service locates the problems and outlines possible resolution scenarios.

Shopping Cart Diagnostics offers a comprehensive 3-step reporting system: Basic Report, One-Time Full Report, Daily Full Report.

  1. Basic Report is performed for free upon providing the valid store URL of the type supported by Shopping Cart Diagnostics. To see the full list of supported carts visit http://www.shopping-cart-diagnostics.com/supported-carts/. The results will be obtained in a matter of several minutes depending on the site size and content.

  2. One-Time Full Report can be performed by registered users upon request and under the condition they have enough funds on their credit card account to pay for the operation. In order to obtain the store data necessary for the diagnostics, it is required to install a Connection Bridge to a store. This only provides access to the information required and in no way can bring any alteration to the website or obtain any confidential data from the store.

  3. Daily Full Report is performed on a regular basis for registered users upon their request under the condition that the Service is billed in advance for no less than 30 days. Users will be informed by email instantly about any errors located and will receive daily, weekly and monthly error reports.

This document will change over time as circumstances warrant and therefore it is a work in progress. Questions and comments are welcome.