k-eCommerce provides a one year support and enhancement plan for every software purchase. This plan includes the following services:
- Phone Support
- Email Support
- k-eCommerce Customer Portal
Normal business hours are 8:00 a.m. - 8:00 p.m. EST Monday - Friday. If services are required outside of normal business hours, arrangements can be made with your k-eCommerce representative to accommodate your particular business schedule. Support services outside the normal business hours may incur additional charges.
All support services are documented and prioritized in the k-eCommerce Customer Portal. Updates on your incident will be communicated by email. The system provides a full historical report on incidents and responses by customer.
Within the k-eCommerce customer portal (support.k-ecommerce.com), you will also have access to the k-eCommerce Knowledge Base. There you will find system documentation in order to learn how to use the solution to its full potential. You have the option to search using keywords, or you can scroll through the categories on the main page.
If you are not able to find your answer within the Knowledge Base, there is an online feature whereby you can submit requests by filling out a form and attaching related documents. Once you submit the form, an incident will be created. To follow up on your requests, you will have access to your incidents and their status.
All support services are provided remotely. If onsite service is required, this can be provided at an additional charge including time and travel expenses.
Services to rebrand the web store for a new look and feel and training of additional personnel are not covered by this Support Agreement. k-eCommerce can provide these services upon request, at an additional charge.
Please send any incident reports to kEncEmailtvqqpsuAl.fdpnnfsdf/dpn or call our U.S. support line at 734-928-6000 or our Int'l support line at 1-514-973-2510.
**Disclaimer: When submitting issues to our support team, please do not send us, either by phone, email or with a screenshot, sensitive payment information, such as a credit card number, security code or expiration date.