Limited interactive troubleshooting support from the support team is included with your Shopp support key purchase on activated sites. Basic troubleshooting support is provided as long as resources are available and the support request is reasonable.
All support services will be delivered exclusively through the Shopp Support Help Desk. Troubleshooting requests submitted through any other communication channel will not be addressed.
Support services provided by the Shopp support team will only be provided to verified shopplugin.net account holders (the customer) that have purchase receipts for the supported products that the support request is for. A developer or designer hired by a shopplugin.net account holder is not a verified customer of shopplugin.net. To make support requests, they must, at least in a temporary capacity, use a verified customer account login to make support requests.
The support services provided by the Help Desk support team are not intended for use as a replacement for business critical operational support staff. The customer agrees that support services will not be used when failure of the support services to attain a desired result could lead to significant loss of business.
Troubleshooting support services are provided during business days (Monday through Friday) from the hours of 9 AM to 5 PM Eastern time (GMT-5 Standard, GMT-4 Daylight Savings). Support hours of operation exclude all United States Federal Holidays as well as the following days:
These exclusions are subject to change. Changes to the hours of operation will be amended as a notice here at least 30 days before the new exclusion rules will go into effect.
Response times are limited to the hours of operation. There is no guarantee of a specific response timeframe. Responses are provided on a first come, first serve basis. Adding posts to a ticket before the initial request is answered by an authorized support agent will add further delays by moving the ticket to the end of the line.
Ingenesis Limited (Ingenesis) will provide support on the official, unmodified, public current release of the software developed by Ingenesis and distributed on the Shopp Store:
Official and unmodified refer to software developed by Ingenesis without any modifications to the source code from that which is distributed through the official update channels directly from shopplugin.net.
A support ticket is a support request posted to the official, web-based Shopp support Help Desk located online at https://shopplugin.net/support/. Shopp support services are provided for a qualified support ticket.
A qualified support ticket is a request for support by an authenticated customer detailing a clear description of a single, distinct, technical problem with a supported product on a Shopp installation that is actively registered to a support key.
Ingenesis will, at its sole discretion, determine what constitutes a qualified support ticket. The general guidelines for a qualified support ticket include:
Ingenesis will not provide support services until a support ticket has been qualified by an authorized representative of Ingenesis.
When required for the purposes of diagnostics, troubleshooting, qualification of support tickets, and patching bugs of the customer copy of supported products, the customer agrees to provide the necessary level of access to customer computer systems, software, and hosting environment in order for Ingenesis to perform support services. This access includes but is not limited to:
Failure of the customer to provide reasonable, timely access to these systems necessary for Ingenesis to carry out its duties will result in the automatic resolution of the support incident.
Support services may be denied for reasons including, but not limited to, the following:
A support ticket is resolved when the customer receives one of the following:
The Shopp support team can not support issues related to designing and developing a custom store or help with the Shopp APIs. For these issues, you will need to work with a website designer or developer. If you don’t already have one, you can try contacting an experienced Shopp developer listed in our Professionals Directory.
You can also try to post your job requirements at any of a number of technical/programming job listing sites:
There are also a number of helpful Shopp designers and developers in the Community Forums that you can reach out to. Be detailed and patient when you ask a question, and remember to include a link to the site you are working on. Also keep in mind that people helping you on the Community Forums are not paid, so make it easy for others to help you. While you’re there, think about giving back by sharing your snippets of code, ideas and discoveries about Shopp.
© Ingenesis Limited. Shopp is a registered trademark of Ingenesis Limited.