Support Options
This page explains the different support options that are offered for Squirrelcart. If you are having a problem, or just have general questions, this is the place to look.
The resources listed below are listed in the same order that we recommend following when looking for an answer.
Forums
You can post requests, possible bug reports, or general questions here. The forums are intended mainly as a community resource rather than an official method of contacting support -
but responses will be given whenever possible. If you have a how-to or customization question, we prefer that you post your question in the forum whenever possible, as
it benefits others that may have the same question. Posts in the forums are not considered official requests for support.
Important note: you will not have access to post in the Squirrelcart sections of the forums by default. You will need to add your forum account(s) to your account on our members page before you will be able to post.
Click here to visit the Forums
Help Desk
Squirrelcart comes with 90 days of support, and Squirrelcart PRO comes with 120 days. Official support is provided via our online helpdesk.
The help desk has been put in place as our primary method of support. Logging a support request allows us to keep track of the problem more efficiently.
You will need to register for an account on the main helpdesk page before you can open a ticket.
The account you created when purchasing will not work for the helpdesk, as it is a separate system.
Once you have created an account, you can login to create and track your requests.
Please note that while we may respond to your posts in the forums as time permits, a helpdesk ticket is the only official method of requesting support.
Click here to visit the Help Desk
Determining Your Support Status
To determine your support status, login on our members page , and check the Support Status section.
This section will display your current support status, and other important information.
After Your Support Has Expired
After your initial support period has passed, you can still obtain support for Squirrelcart via two options.
Option 1 - Support Renewal (best overall value)
Purchasing a Support Renewal will renew your support for an additional 90 days from date of purchase. Support Renewal purchases are non refundable.
Option 2 - Support Ticket Purchase
Per ticket support starts at $25 USD, which covers the first hour of support. Most issues can be resolved within this time span.
Should the issue take more than one hour to resolve, we will make a determination within that first hour, and provide you with a quote for the remaining time.
To request per incident support:
Purchase per incident support for $25.00 USD by clicking here.
Submit a support request using our helpdesk. Please include your full name and order number in the request, so we can match it to your payment.
Someone in our support staff will get back to you, and will work with you to resolve your problem.
Support ticket purchases are non refundable, EXCEPT if the issue you are requesting support for is due to a bug in Squirrelcart. If this is the case, we will fix the bug or provide a workaround, and refund your initial $25 fee. We reserve the right to make all determinations regarding the classification of bugs.
