ONLINE RESOURCES

• View/Manage your Licenses
• View a list of frequently asked questions (FAQs)
• Request Technical Support
• Change your address or contact info (for registered users)
• Request A Custom Development Project
• Request an Internet Merchant Account to accept credit cards online
• Online Knowledge Base
• Online Manual

PRODUCT DOWNLOADS

• Download Product Updates For Your Licenses

ASPDOTNETSTOREFRONT SUPPORT POLICIES

All AspDotNetStorefront licenses include five (5) FREE web/email support incidents that may be used within 30 days of purchase.  Customers wishing to purchase additional support incidents can do so through their My Licenses page. 

Web/Email support requests may be submitted 24 hours a day at https://support.aspdotnetstorefront.com.  Hours of operation for web/email support are  Monday through Friday, 9am to 12 midnight Eastern time excluding U.S. observed holidays. Technicians also monitor our support queue during weekends and are on call to resolve customer emergencies.

PRIORITY PHONE SUPPORT

Priority phone support is available as an additional fee-based service for AspDotNetStorefront ML and AspDotNetStorefront ML/64.  Hours of operation for customers who have purchased priority phone support incidents are Monday through Friday, 9am to 5pm Eastern time excluding U.S. observed holidays.

Priority phone support is not currently available for AspDotNetStorefront IS or ML/DNN versions.

SUPPORT FOR OUTDATED VERSIONS

Issues that have already been resolved in current builds and cannot be easily patched in older versions may require an upgrade to the latest build. Our support department cannot provide custom bug fixes for obsolete builds or customized deployments. Our Continuously Available Upgrades Plan provides access to the latest releases and may be added when you purchase your AspDotNetStorefront license or seperately via your My Licenses page.

HOW TO RECEIVE SUPPORT

Web/email support incidents may be submitted by going to https://support.aspdotnetstorefront.com or by emailing support@aspdotnetstorefront.com.

Customers who have purchased priority phone support can request support by calling (602) 490-0243 during phone hours and your call will be answered by a customer service representative.  Alternately, you can submit a ticket through our web portal at requesting a callback 24 hours a day.  You will receive a call from our first available support technician during business hours.

Support incidents MUST be submitted through the proper channels. Support issues submitted directly to our staff members or sales dept. may not receive a response. We apologize for this inconvenience, however it is impossible for us to track and manage support issues through our personal email accounts or phone extensions.

IMPORTANT: CUSTOMIZATIONS

AspDotNetStorefront support staff is unable to provide assistance with performing customization to your software, debugging/troubleshooting any code that has been customized, or providing guidance on where in our product to make modifications. It is impossible to account for the complex needs of every individual business in any software product. We recognize this, and offer source code so that a qualified developer can make the modifications desired for your environment. Determining how to make these modifications is the sole responsibility of the developer, and if you require additional guidance our forums are available at http://forums.aspdotnetstorefront.com. If you wish to purchase developer-level consulting services, contact AspDotNetStorefront sales at sales@aspdotnetstorefront.com or call (602) 490-0243.  We also have a network of qualified developer partners HERE that can assist with your customization requirements.  Web/Email and Priority Phone Support incidents cannot be used for assistance with customization-related questions or concerns.

If you have modified your software and are encountering errors, please be sure that the issue also occurs in an UNMODIFIED copy of AspDotNetStorefront. If our support team determines a reported issue is caused by modification, any time spent troubleshooting the problem will be billed to the customer at $150 per hour (minimum one hour).

IS EDITION CUSTOMERS

AspDotNetStorefront provides support for the Interprise Suite web module only.  Support questions in regards to installation, operation, maintenance, or troubleshooting the Interprise Suite client or server components should be directed to the Interprise Solutions support team for your region. We also do not provide any "accounting related" advice whatsoever. Please contact your own CPA for such advice.

ML/DNN (DOTNETNUKE) EDITION CUSTOMERS

Our technical support is limited to assistance with the AspDotNetStorefront modules only.  We are unable to provide assistance with installing, troubleshooting, or operation of the core Dot Net Nuke product itself.  Customers should fully install their DotNetNuke website before installing the AspDotNetStorefront modules. Customers experiencing issues not directly related to the AspDotNetStorefront modules should contact Dot Net Nuke (http://www.dotnetnuke.com or http://forums.dotnetnuke.com) for available support options on the DotNetNuke platform directly.

AspDotNetStorefront will not be providing installation services for ML/DNN Edition sites.  We apologize for this inconvenience, however DNN installations can vary widely based on the intended environment and literally hundreds of other modules and DNN settings.  If you require assistance in deploying your Dot Net Nuke-based portal we recommend contacting an experienced DNN consultant.

If you are experiencing issues with AspDotNetStorefront ML/DNN, please attempt the task on a CLEAN installation of Dot Net Nuke with NO THIRD-PARTY modules installed.  DNN has hundreds of available third-party modules, and not all of them are compatible with AspDotNetStorefront.  Our support staff cannot assist with compatibilty issues related to using third-party DNN modules.

DEDICATED SERVERS

AspDotNetStorefront does not provide IT (Information Technology) services such as server setup, configuration, mail server setup, database setup, firewall setup & maintenance, server maintenance, etc. If you require assistance installing or configuring Windows, IIS, SQL Server, the Microsoft .NET Framework, or resolving configuration errors on a dedicated server you must contact a qualified IT Professional or the hosting company for assistance. Our support department cannot assist with these types of problems except for providing advice directly related to AspDotNetStorefront setup and operation. If you do not have access to this type of expertise and require a dedicated server, please consider signing up for fully managed hosting. It is critical that dedicated servers be properly managed to continue operating reliably and securely over time.

PURCHASING VIA RESELLERS OR OEM PARTNERS

Customers who purchased the software through an AspDotNetStorefront Reseller or OEM partner should contact the reseller or OEM directly for support. Should the reseller or partner need assistance, they will contact us for 2nd level support.

NOTES:

• If you are using a fully dedicated server, remember that it will require ongoing operational IT, database, and support & maintenance procedures, and we do not provide that service. Your hosting company "may" provide them with your dedicated server, check with their sales dept.
   
• Our technical support is limited to questions and issues specifically relating to the storefront software itself, it's setup and operation, questions on how to utilize it's features, and any issues you may be encountering with the actual software.
   
• We do not provide support or advice for IT (information technology) related issues, nor do we get involved in the actual installation or setup of SQL server itself, or the installation and setup of IIS (Internet Information Services). We also do not guarantee 24/7 response. It is extremely rare for our software to crash a production site when proper Server and database maintenance tasks are being performed.
   
• We STRONGLY recommend that you work with a qualified IT professional consultant or firm who can help you perform any ongoing operations and maintenance support tasks that are required to keep your server operational for your business (e.g. database maintenance plans, backups, server redundancy, server maintenance, etc) if you do not have this type of expertise in-house.
   
• We do not provide SSL certificates. To obtain SSL certificates for your site, it is recommended that you contact your hosting company directly, and they will obtain the certificate (for a fee of course) and install it on your site. We can then assist with how the storefront knows about the certification if required.