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Support

One desk strategy for training, onboarding, issue resolution, and expert guidance!

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Our Winning Philosophy for Customer Support: Customer First

  • Happy and Efficient
    Support Team
  • Customer
    Delight
  • Honest & Caring
    Support
  • Pro-Active Problem
    Solving Attitude
  • A Clean Approach
    and Strategy
  • Total Transparency and
    owning up Mistakes

Comprehensive Support for Your Independent Success

Our support process ensures you become self-sufficient with our solution. We guide you through every step until you can independently maximize your Web-To-Print store’s performance.

STEP 1

Go to support portal

STEP 2

Signup or Login

STEP 3

Create ticket

STEP 4

Check live status

Our Support Differentiation

Help icon
Helpdesk

Ask the right questions and gather all the information you need from our experts by submitting a ticket at the portal.

Checklist
Go Live Check List

A checklist that keeps track of setup processes to ensure your storefront is live and running as per schedule, 24/7

Training online
Online Training

Whether you are tech-savvy or not, our expert trainers will make sure you get a hang of the technology fast.

book
User Manuals

We have created a plethora of in-depth user manuals that cover every aspect of W2P technology.

man manager
Dedicated Success Manager

We have a separate team that looks after customer queries and makes sure each ticket is closed in a short frame of time.

play button
Webinar Learnings

You can always join our webinars on product trainings. We do them on a regular basis.

Our Paid Support Services

Our support process ensures you become self-sufficient with our solution. We guide you through every step until you can independently maximize your Web-To-Print store’s performance.
  • Custom Web to Print Development
  • Graphic Design & Ready Templates
  • M2P Native Apps
  • Digital Marketing Services
  • Magento Development Services
  • Product Population Service

Support Levels & Service Level Agreement

Our support process ensures you become self-sufficient with our solution. We guide you through every step until you can independently maximize your Web-To-Print store’s performance.

Basic - Level 1

FREE
  • Support for general questions related to certain functions of the software. For example:
  • HOW-TO queries to learn how a specific feature works.
  • Basic level of Software Product configurations.
  • Training requirements as included in the subscription plan.
  • If this Basic level of support cannot immediately resolve the problem, the Support Request is escalated to Advanced Level, which requires involvement of technical support specialists.
Resolution Time:
Within 1 Business Day 98% of the time.

Advanced - Level 2

FREE
  • Support for Software Product functional issues. For example:
  • CSS level issues to fix user interface.
  • Spelling errors, typos and language translation issues.
  • Functional issue or missing functionality.
  • File upload, directory permission issues.
  • Missing print-ready output files.
  • Empty cart issue.
Resolution Time:
Within 1-3 Business Day 98% of the time.

Expert - Level 3

Paid on T&M Basis
  • Support for helping client in configuring the Software Product features as per client specific business requirements.
    For example:
  • Specific pricing support.
  • Specific output generation.
  • Specific behaviour of design studio in artwork creation and editing design templates.
  • Additional training sessions required.
  • Support services under this level fall under paid support services.
  • This level of support explicitly does not perform customization of the Software code, its functionality, or its presentation to suit specific needs of the Customer. If resolution requires code modification, the Support Request is escalated to L5 Level.
Resolution Time:
Within 3-5 Business Days (based on complexity of the request) 98% of the time.

Critical - Level 4

FREE
  • Support for critical software functional issues.
  • Any defect that makes the software unusable or prevents the Software to be accessible by end buyers.
  • Serious software performance (load-time) issue.
  • Any issue that prevents end-buyers from purchasing the products from the website or prevents store admin from processing the order.
Resolution Time:
Within 1 Business Day 98% of the time.

Customization - Level 5

Paid on T&M Basis
  • This level of support does perform Software Product customization requested by the Customer which may involve a change in the Software Product code, its functionality and/or its presentation, and does assist with the integration of the Software with Customer’s existing database, network, or third-party products. For example:​
  • Third-party extension installation.
  • Customization in user interface or user experience.
  • Third-party API integration: Payment gateway, Shipping, Image Library, Accounting etc.
  • Bespoke feature development.
  • Support services under this level fall under paid support services.
  • Some areas of customization support may or may not even be covered under paid support services. Availability of such specific services will be determined by support representatives.
Resolution Time:
Based on Effort and Cost Estimates

Premium Support Service

Our support process ensures you become self-sufficient with our solution. We guide you through every step until you can independently maximize your Web-To-Print store’s performance.

Standard Support

FREE
Support Access: Helpdesk Only
  • No Direct Access to a Named Support Agent
  • No Access to Additional Support

  • No Premium Support Workshops

  • No Premium Support Reports
  • No Additional Online Training
  • No Design and Development Services

Premium Support

US$ 1490
Helpdesk + E-mail + Call weekly
  • Direct Access to a Named Support Agent
    
A primary point-of-contact for technical-support issues
  • Access to Additional Support
- 8 Hours per year
    Services may include consulting hours, out-of-business-hours planned support, remote assistance via TeamViewer
  • Premium Support Workshops
- Quarterly 4 per year
    Access to live or online workshops on digital marketing, SEO, website management, business automation, website performance optimization, security etc. by industry and subject matter experts
  • Premium Support Reports - Quarterly 4 per year
    Get MIS reports to analyze online performance, providing insights to improve customized orders and services
  • Additional Online Training - 8 hours per year
    Services may include online training for your staff, new recruits etc.
  • Design and Development Services - 30 hours per year
    Services may include L5 tickets and L3 tickets which includes frontend, backend modification and enhancement

Standard Support

Fees
Support Access:

  • Direct Access to a Named Support Agent
    Primary technical support contact, providing efficient solutions for challenges to maintain effective operational performance.
  • Access to Additional Support

    Offers consulting hours, after-hours support, and TeamViewer remote help for versatile technical support needs.
  • Premium Support Workshops

    Access workshops on digital marketing, SEO, automation, and security by experts for professional growth.
  • Premium Support Reports
    Get MIS reports to analyze online performance, providing insights to improve customized orders and services
  • Additional Online Training
    Includes training programs for staff and new recruits, enhancing skills and preparing them for roles.
  • Design and Development Services
    Support covers L5 and L3 ticket management for frontend and backend improvements, ensuring system enhancements.

Standard Support

FREE
Helpdesk
Only
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  •  
  •  
  •  
  •  

Premium Support

US$ 1490
Helpdesk + E-mail
+ Call weekly
  •  
  • 8 hours per year
  • Quarterly- 4 per year
  • Quarterly - 4 per year
  • 8 hours per year
  • 30 hours per year
Buy Premium Support
*PayPal processing fee is additionally added in the amount

Escalation Matrix

steps

Escalate

Higher Support

Final Step

chat blue

Start from here

Let's kick off the problem-solving process from this point.

headphone blue

Customer Success Specialist

If the issue persists, escalate to the Customer Success Specialist.

clap smile

VP of Customer Success

For further escalation, reach out to the VP of Customer Success.

management

Senior Management

Finally, if needed, contact Senior Management for resolution.

Ready to See It in Action?

Explore our printshop platform at your convenience. Request a demo URL to experience the storefront, design tool, pricing, and much more.
Get Demo URL Now
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