Customer Support packages
Holbi provides their clients with excellent Customer Support solutions. We have a special Support department that exists to ensure our customers are completely satisfied with our services and use their Holbi eCommerce solutions to the full extent. We also have our very own Hosting department that delivers robust secure and easy-to-use eCommerce Hosting solutions.
Not covered by Holbi Guarantee? Not a problem! We will answer any questions and deal with any issues related to the web site we created for you as soon as you are subscribed to our Support package.
Annual Support Packages
Priority Support
2 business hours response time;
Any number of support cases;
1 free module upgrade (every 6 months);
1 hour of system training
Minimum term
Support options
‘Support Case’ is defined as:
- Report of any bug originating from the original development of Holbi, which is not covered by Holbi Guarantee;
- Request for a basic Administrative function (such as resetting passwords, changing configuration); requests are dealt with by Holbi professional eCommerce experts; *
- Report of any web hosting-related issue; **
- Request for a remote demonstration of certain aspects and features of the web site (up to 1 hour per month) *
A ‘Support Case’ is created after a call is made to the Call Desk / email sent or ticket submitted to the Customer Support department.
Holbi reserve the right to assess requirements as being outside the scope of Customer Support package. In such cases Holbi will report back to the customer with a separate solutions proposal cost estimate (at £50 ex of VAT per hour).
As a guide ‘Support Cases’ are normally resolved within 24 hours. However, time to resolution may vary depending on the nature of the case.
Whatever the nature of your support call, our team of eCommerce experts will continue to work until you're completely satisfied with our service.
* in case of good connection to the customer's system provided by a customer whose website is not hosted by Holbi
** if the web site is hosted by Holbi
Contact us now to receive instant help for your eCommerce online store, or sign up for one of our eCommerce Support Plans.
