Knowledgebase
Design'n'Buy Support Policy
Posted by DNB Support on 07 June 2016 12:35 PM

In addition to a great product & Solution, Design’n’Buy‘s success requires quality customer service, during and after the sale. Customer service is there to answer the customer's questions and to satisfactorily resolve any issues that may arise. Having quality customer service in place can turn your problem situations into opportunities to create lifelong customers.  Attached support policy document will explain you about our customer support policy.  

SUPPORT SERVICES

Pre – Launch Store Configuration & Data Entry

Hire our team to enter your product information and content. We can take your store live in an efficient and cost effective manner with our reasonable hourly rates.

Post – Launch Warranty Period

Upon the successful delivery of the application to your live server, we include a 30 day free warranty period to resolve any technical issues such as “glitches or bugs” as they are termed. Following this initial 30 day period, continued support is provided via our on-line Help Desk Application and is charged as per the terms of mutually agreed annual maintenance contract. 

Support process: 

  1. We provide one-time online training (2 hours) on how to use and configure the software product on mutually agreed schedule upon UAT/Live release. If the trainees fail to appear for the scheduled training session, you can ask for additional training session as per our standard training session fees. The training covers:
  • Store setup
  • Catalogue Management
  • Product Management
  • Design Templates Creation and Management
  • Sales and Order Management
  • Final Printable Output Generation 

Alongside the training, we also provide detailed user manual with step by step guide to configure each aspect of your Magento store.

  1. We recommend using the Help Desk Application to register any support request for timely response. Support requests logged on support website will be given priority over support requests made over the telephone, skype and / or through mail.
  2. If during the 30 days of warranty, you notify a substantial program error respecting our software product, or we have reason to believe that error exists in the software and so notify you, we will verify and attempt to correct such error within three (3) working days after the date of notification.
  3. In the case that you have technical questions in the use of the software during the 30 days of warranty period, you may submit those questions on Help Desk Application.  Support team shall provide consulting to answer such questions without charge to you within three (3) working days.
  4. If you desire to continue the Software support specified after the warranty period is over, you shall pay the maintenance fee as mutually agreed upon. In case you do not enter in to the maintenance contract, any of your support requests will be answered as per our standard support policy and availability of our support staff. Any or all such responses may be charged as per the current support charges applicable.

Post – Warranty Support & Maintenance

We provide various levels of post-launch support that are tailored to your specific requirements 

  • Annual maintenance package at very competitive and reasonable price
  • Dedicated support: Secure a developer on a monthly basis that will be 100% dedicated to your project
  • Fixed cost quotations for product enhancements and feature add-ons


Attachments 
 
 DNB Support Policy.pdf (326.27 KB)
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