Technical support
Support periods
The technical support period starts with your first request to our support service. And once within the period you can request us to suspend provision of services for an indefinite period of time.
Issue based support (credits)
Issue based support is a way of providing technical support when consultations of our technical support specialists are assessed in credits that are deducted from your credit account. Credits are used up depending on the work required to answer your question, resolve the issue and have no time limit.
Each request is assessed for its complexity and, based on this assessment, assigned to one of the following categories:
- Explanation of setting up some standard Briezz functionality. General questions about setting up Briezz (not problems); (5 credits)
- Resolving problems caused by incorrect settings of Briezz functionality. Setting up some standard Briezz functionality. Consultations on Briezz architecture and basic customization; (10 credits)
- Investigating problems caused by some server settings or/and modified files. (20 credits)
If you agree in advance with the possible assessment of your request (it can be specified when creating a ticket), our engineer answers your message, assigns the request to one of the three categories given above and the corresponding number of credits is deducted from your account.
In case you want to know the cost of the request beforehand, first our specialists assess its complexity. First category requests are answered without any confirmation from your side. But if the request is of the second or the third category, you will receive a notification of the category to which the request was assigned and the number of credits to be deducted. And the request is answered only after your confirmation of the assessment. In this instance, the total amount of time necessary to resolve your issue can be increased by the time required for assessment and confirmation.
If during the investigation we find out that the issue requires a more detailed analysis or some new facts emerge, we can change the category of the ticket. And the number of credits charged for this ticket will be changed accordingly.
Credits are charged for a whole ticket and only one issue is to be discussed in the ticket. If you ask a question that does not relate to the theme of the current ticket or relates to it indirectly, a technical support engineer will create a separate ticket for this question.
Technical support service is provided through the Customer Help Desk system. Please do not forward your requests to our support specialists by e-mail or via the contact us form on this website if you are a Briezz license owner.
At the moment technical support is provided only during the day at GMT+3. Please remember this and the corresponding time difference, when sending a request to the technical support team.
Technical support service includes
- Consultations on Briezz functionality
- Assistance in configuring your Briezz
- Resolving issues occurring during the software operation or issues that arise with functionality if they are not the result of your code changes
- Performing minor and technically simple modifications of Briezz, which do not require complex actions
Error correction
We guarantee to correct all errors found in the program and caused by bugs in the source code absolutely for free.
Service renewal
When a support period is expired or all the credits are used, it is possible to renew the technical support subscription via our Customer Help Desk system.
Support periods are available at the following pricing:
| Period | Price (for one license) | Extra charge (for each additional license)* |
|---|---|---|
| 1 month | $150,62 | $50 |
| 3 months | $301,37 | $90 |
| 6 months | $767,12 | $175 |
| 1 year | $1225,96 | $350 |
If you buy a technical support period and your previous one is not over yet, these periods are summed and not a single day is lost. And this purchased period starts not immediately after termination of the previous one, but on the day of your next request.
The following credit packages are available for Briezz license holders:
| Number of credits | Price |
|---|---|
| 25 credits | $54,79 |
| 50 credits | $95,89 |
| 100 credits | $171,23 |
| 200 credits | $328,77 |
Note that the paid technical support applies to all licenses, no matter how many you have.
Additional assistance
We understand that Briezz is technically complex software in terms of the number of features, functions and modules it includes. That is why we have created detailed instructions on Briezz operation and configuration, documentation on the template system used in the software and descriptions of additional modules.
We have also created Community forums for the Briezz users, where online store owners can communicate, helping each other in questions of Briezz operation and anything related to ecommerce.
Registration on the forum is available only for registered Briezz users and presupposes the access to the Customer Help Desk system. Unregistered users can view many forums but can send messages only to the forum "Why Briezz?".