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Support
User Agreement
Powerful Hosting is committed to providing the best possible support for customers who need assistance.
"Customer Support" is defined as the support we provide for our core application (the eStore) and server infrastructure. If your site is down due to issues related to a malfunction of one of our servers, or a malfunction of the eStore software (a "bug"), we'll fix it as soon as humanly possible. During non-business hours, sophisticated, independent systems monitor our server farms 24/7 and page the appropriate technical personnel immediately should a malfunction occur. Response to critical server malfunctions and eStore outages will be immediate at any time.
Response times to software malfunctions of a non-critical nature will vary based on the nature of the problem and the extent to which it affects the viability of your website. As an example, a bug that is preventing customers from ordering on a site will receive attention before an issue that affects a single graphic somewhere on a page. If a bug is not affecting the viability of the site and a reasonable alternative is provided, the ultimate resolution of the problem may be scheduled for an upcoming software upgrade release.
The eStore is initially created and configured with a default graphic look, layout and functionality. You may easily modify this configuration through the use of The Store Manager. The Store Manager is the basic user interface and its use does not require knowledge of web design, HTML, or any understanding of computers beyond basic point and click.
The Store manager allows you to:
- Create, delete, edit the site navigation ("Departments" and "Sub-Departments")
- Create, delete, edit Products
- create and configure product options
- upload product images and create thumbnail images
- create and format product descriptions
- enter inventory, minimum and maximum quantity
- requirements, override shipping
- Modify the site background with colors or pattern backgrounds, upload custom backgrounds
- Change the basic layout of the site - select numerous ways to display navigation links, product lists, and individual product information
- Modify the type of navigation links (buttons and fonts, text links), upload custom buttons
- Create additional non-catalog content with the WYSIWYG text editor (editable blocks)
- Set up shipping methods including real-time UPS zone, FedEx zone and custom shipping methods
- Set up sales tax tables
- Set up "On Sale" or featured items and place them on a page
- Set up Cross Sell items
- Set up Gift Certificates and Coupon programs
Powerfulhosting provides an extensive online User Manual in a printable PDF format. See User Manual. We recognize that not all customers have the time or inclination to study the User Manual, therefore, Support relative to content adequately covered in the User Manual is available at a nominal hourly rate. We also strongly recommend a one-hour online/telephone orientation session which is provided by an eStore support representative for a nominal one-time fee. 1-888-884-2766 for the name of your support rep if you have not been assigned one. Additionally, further step-by-step instructions for working with the eStore interfaces (functions) is provided while in the management mode. Go to Settings>>Tutorials.
The eStore architecture is designed to be as open and flexible as possible, and customers may modify their stores beyond the constraints of the basic Store Manager interface to allow for virtually unlimited graphic design and site functionality and features. Modifying the store at this level requires HTML/iTML editing skills and a basic understanding of dynamic template, database back-ended technology and may require skills in the use of PHP/mySQL. A developer's reference is provided explaining the use of each iTML tag with examples. See iTML Reference. Code samples can also be provided on an as-needed basis.
Powerfulhosting also provides "Customer design/programming assistance", which is defined as advice or actual work performed relative to the graphic look, layout, or functionality of your site beyond what can be accomplished through the basic Store Manager interface. Customer design/programming assistance is provided on an hourly fee or per-project basis depending on the nature of the work needed. Please contact your Account Rep or Support to discuss any special projects of this nature.
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