Scope of service
Our support team is committed to providing assistance and guidance to our valued customers. To ensure clarity on the level of support we offer, we have outlined what falls within and outside the scope of our support services.
In scope
- Assisting users with navigating and utilizing core features of the Storeganise platform.
- Addressing queries related to billing, subscription plans, and payment-related concerns.
- Providing guidance on best practices for optimizing the use of Storeganise features.
- Investigating and help escalating critical/technical issues to the development team when needed.
- Communicating product updates, new features, and important announcements to customers.
- Empowering customers to manage (vote & comment) and post new feature requests through our roadmap.
- Onboarding process - Limited to 3 hours.
Out of scope
1. Setting up third-party or integration accounts specific to customers’ business.2. Customizing agreements - PDF & HTML.3. Offering consultations or services related to Search Engine Optimization (SEO) strategies for external websites, including for our website builder.4. Providing extensive support for tools external to Storeganise, such as Google Tag Manager or website building.5. Offering support for integrations with third-party services that are beyond standard Storeganise integrations.6. 7. Developing custom features or functionalities specific to individual user requirements (except if included in the roadmap).8. Inquiries via phone are generally acceptable, however, phone support is not provided. Video meetings may be accommodated with prior scheduling but not on an urgent basis.9. Offering legal or compliance advice beyond the terms and conditions set by Storeganise.10. Training sessions: Unless employees are joining the onboarding session in our in-scope list, training for the customer's employees should be handled independently.11. Re-adding users to their Storeganise accounts. Another manager on the account should provide re-access. Adding and managing team members.Optional services
| Description | Support type | Cost |
|---|---|---|
| Website builder | Setup | $25/month |
| CSM Wurd | Setup | $25/month |
| API or development team involvement | $100/hr (minimum 30 mins) |