Support Levels
We have two levels of support at EZ Merchant Solutions.
Unlimited Customer Support
All customers receive unlimited free technical support for as long as you are a customer. However, this support is limited to advice, recommendations, and suggestions on how to best solve your problem. I.e. we can help you learn the tools, use them appropriately and recommend ways to have the tools help make your life easier.
If you would like us to investigate the details of your issues, debug your environment or provide detailed examination and troubleshooting, we can do this for you at an hourly rate. The hourly rate for detailed technical support is $50.00/hr.
Premium Support
Our Premium Support option allows you to be prioritized above non-premium support requests. In addition, we do not charge extra for helping debug or troubleshoot your problems. For $25.00/month you become a Premium Support member. When your issues surface, they move to the head of our work queue and you get immediate response and consultation. Premium Support does not imply custom programming or other development work. We offer consulting services to assist you in that area if necessary. We try to bid cost by the job rather than an hourly rate. This allows you to know in advance what the cost will be.
Defect Discovery
In the event you find a defect within our system, we will immediately address the issue for you. Defect reporting/resolution does not fall into any support level. Defects (when discovered) always go to the top of our work queue and are addressed in the most complete and expedient manner possible.
Premium Support Duration
Signing up for Premium Support is a 12 month commitment (first 12 months). Following the first 12 months, Premium Support can be removed and you can switch back to the non-premium variety. However, for obvious reasons, we do not allow switching between Premium and non-Premium levels.
Design and Implementation Services
Design and implementation services are available upon request. These requests are quoted on a job basis. Please contact us to inquire about any special help or needs you might have. We may choose to refer you to one of our affiliates who may have more specialized skills in the area you need help with. We can discuss all the options when your need arises.
If you have any questions or are in need of any kind of support, contact us through our Support ticket system.
