Technical Support
Technical Support
How we manage technical support?
ECShops establishes a technical support for the solution provided to its Clients: understood as this support to the help needed as a result of an incident that affects the service to a greater or lesser extent.
Each technical support request is analyzed, and you will receive a response within 48 hours, and a level of service will be established depending on the nature of the mentioned request.
In the event that the request does not have all the relevant information, ECShops will request said information within the first 48 hours and will proceed to analyze it again when the response is received.
How we manage technical support?
ECShops establishes a technical support for the solution provided to its Clients: understood as this support to the help needed as a result of an incident that affects the service to a greater or lesser extent.
Each technical support request is analyzed, and you will receive a response within 48 hours, and a level of service will be established depending on the nature of the mentioned request.
In the event that the request does not have all the relevant information, ECShops will request said information within the first 48 hours and will proceed to analyze it again when the response is received.
Service Levels
Level 1
No bug detected, no need for change.
The Client is informed in detail of the reasoning behind the anomalous behavior detected.
Level 2
Non-critical error with non-discontinued service.
We will proceed to establish the moderate priority and efforts necessary to restore the normal state of the service.
Level 3
Critical error or discontinued service.
ECShops will give the highest priority to repair the service as soon as possible. The Customer will receive daily updates until the service is restored.
Service Level
Nivel 1
No bug detected, no need for change.
Nivel 2
Non-critical error with non-discontinued service.
Nivel 3
Critical error or discontinued service.
Extra Functionality Required
When you are using our services, you will probably come up with ideas for new functionalities for your project. You can also use Technical Support to request these improvements.
The development of these personalized functionalities are priced separately from the service you have contracted. You will receive a quote with all the information, and if it is accepted, the development team will plan the next steps together with you.
Extra Functionality Requested
When you are using our services, you will probably come up with ideas for new functionalities for your project. You can also use Technical Support to request these improvements.
The development of these personalized functionalities are priced separately from the service you have contracted. You will receive a quote with all the information, and if it is accepted, the development team will plan the next steps together with you.