Knowledgebase
24 Hour Emergency Support
I am trialing an emergency telephone support service. This is a pay-per-call service available 24 hours a day, 7 days a week ** (see availability information at the end of the page)
This is intended for providing immediate guidance or technical assistance with my mods. For example; fixing a live store where someone else has tried to install one of my mods but had made critical mistakes; or providing instant guidance about how to use or setup a mod. I may also be able to help with some general CubeCart questions/issues.
This is NOT for custom programming or design work - I am unable to offer those services.
Instructions:
- The initial cost (see table below) must be paid before you can call.
- You can pay through my store or you can send payment via PayPal to: cubecart@expandingbrain.com
- Save time by submitting your FTP details before you call.
- If the support time exceeds 30 minutes there will be additional fees (see table below) that must be paid shortly afterwards.
- Time includes both the phone call and any subsequent time spent working on your store to fix the issue.
Phone Number (Australia): +61 8 7200 2805 (landline)
Emergency Support Pricing (US dollars):
| Local Time in PERTH | Initial cost per call (First 30 minutes) |
Additional time (Each additional 15 minutes) |
|---|---|---|
| 9am to 5pm, Monday to Friday | $50 | $20 |
| All other times (24 hours, 7 days) | $70 | $30 |
Terms / Additional Information:
- I cannot make any guarantees about being able to answer your question or resolve the issue, particularly if you ask for help with something *other* than my mods.
- Don't underestimate the time that may be required. Phone support can be very time consuming depending on your knowledge/experience with CubeCart. If you are experiencing an issue at your store, fixing it may take 45 minutes or more (even if the phone call itself is short).
- After you call me, I can call you back so that I am paying for the phone call.
- After you call me, we could switch to online chat (no special software would be required) if you are comfortable with online chat and it is suitable for the situation. For example, after we have discussed the situation on the phone, online chat may useful for allowing us to keep in touch while I focus on fixing a technical issue at your store.
- Refunds: Partial refunds may be available in some situations, at my discretion.
** Availability: I may occasionally be unavailable and you will reach my answering machine. If you don't want a call back, leave a message letting me know you want to cancel the service (your payment will be refunded in full). To request a call back ASAP, leave a message with your name, phone number, and tell me if there are any times that are not suitable for a call back. I will then call you back ASAP, or I am not able to call you back soon enough then we can cancel the service (your payment will be refunded in full).
This service may be withdrawn at any time. Prices and terms are subject to change.