pureCommerce offers a wide range of support options to best secure your internet investment. You can be confident that your site is running smoothly 24 hours a day, 365 days a year. Support options can include around-the-clock support with a dedicated technical support engineers. Our experienced engineers, some of the best in the industry, can respond within one hour of your initial support request and guide you to a resolution quickly and efficiently. Our support provides leading technical and non-technical support, ensuring that industry-specific issues are quickly and effectively addressed as they arise. You will have direct access to the same Web Support Center used by our internal staff, which manages our software downloads, knowledge base, frequently asked questions, enhancements, news groups, and alert announcements. You will be assigned a technical account manager who advises you on software modules and support offerings, managing the escalation process through to resolution. You will also have direct access to our technical support engineers via telephone, email, and over the Web.
pureCommerce offers a complete network of online resources to for our Support customers. Through pureCommerce, you have access to a centralized index of product information, guidelines, bulletins, Knowledge Base and Technical Bulletins. Use online support and product resources as your primary resource for fine-tuning and troubleshooting.
Directly from the support area in your software's Back Office you can submit and track the progress of the issues via the ticketing system. Tickets can be assigned a priority and area of concern. Actions performed are logged and viewable by you from the Back Office, and if required can be emailed to you when updates are made by pureCommerce team members.
Your own Technical Support Account Manager
You can choose to have a pureCommerce technical support Account Manager assigned as a dedicated resource to facilitate communication at a technical level between your pureCommerce project team and the pureCommerce technical support group. Your technical support Account Manager will establish a relationship with the primary technical contact within your organization to gain a deeper understanding of your infrastructure so the best resolution will always be reached for your specific needs. In addition, the technical support Account Manager will escalate and monitor any necessary issues within our support group and communicate to you any changes or enhancements that our technical support offers.
Discounted Critical Event Support
As a Support customer, you will be eligible to receive discounts on any Critical Event Support purchase.