Support

At Design’N’Buy, We Don’t Just Sell A Product, We Sell You Success!

Our job doesn’t get over after delivery and implementation of W2P software, our dedicated team of support engineers is always just an email or call away, irrespective of the time zone difference.

We are here to ensure you get to maximize your Web-To-Print store’s performance and not worry about the technical aspects of the platform. It’s as simple as that!

Our Winning Philosophy for Customer Support: Customer First

Happy and Efficient Support Team

Honest and Caring Support

Pro-Active Problem Solving Attitude

A Clean Approach and Strategy

Customer Delight

Total Transparency and owning up Mistakes

Our Support process goes through a mature cycle unless client is self sufficient to use the solution independently

Successful Implementation
A checklist that keeps track of setup processes to ensure your storefront is live and running as per schedule, 24/7
Online Training
Whether you are tech-savvy or not, our expert trainers will make sure you get a hang of the technology fast.
User Manuals
We have created a plethora of in-depth user manuals that cover every aspect of W2P technology. These include FAQs, feature articles and how-to-videos that can be accessed anytime you like and how many times you like!
Dedicated Support Managers
We have a separate team that looks after customer queries and makes sure each ticket is closed in a short frame of time.
Helpdesk
Ask the right questions and gather all the information you need from our experts by submitting a ticket at the portal. Do remember to prioritize them under “Low”, “Medium” and “High”. We also offer a live chat support; we are always at your service.
Webinar Learnings
You can always join our webinars on product trainings. We do them on a regular basis.

Our Paid Support Services

nlimited Typefaces

Custom Web to Print Development

Digital-Marketing-Services

Digital Marketing Services

Graphic-Design

Graphic Design & Ready Templates

Magento-Development

Magento Development Services

M2p-Native-App

M2P Native Apps

Product-population

Product Population Service

Choose Any Of Our Support Packages

FeatureBronzeSilver Gold
TermUnlimited6 months12 months
Access to our Helpdesk for user manuals,
video tutorials, FAQs and more
Email/ticket support
Real-time support via phone or online meeting
User training (2-hour sessions)2X [within warranty period]5X5X
No. of Support Hours 20 Hours40 Hours
Response TimeWithin five
(5) business days following the day of the request
Within three (3) business days following the day of the requestWithin one (1) business day following the day of the request
Support Levels & SLABasic Basic + Advanced Basic + Advanced + Expert
FeesFreeUSD $600USD $1000
*By buying You agree to the Support Terms & conditions

Support Levels & Service Level Agreement

LevelClassificationDescriptionResolution Time
L1Basic Support for general questions related to certain functions of the software. For example:

1. HOW-TO queries to learn how a specific feature works.
2. Basic level of Software configurations.
3. Training requirements as included in the subscription plan.

If the problem cant be solved by the basic level of support, the support request is escalated to Advanced Level, which will involve technical support specialists.
Within 2 Business Day 98% of the time
L2Advanced Support for operational software issues. For example:

1. CSS level issues to fix user interface.
2. Spelling errors, typos and language translation issues.
3. File upload, directory permission issues.
4. Standard Payment Gateway, Shipping, E-mail, SSL configuration etc.
5. Missing print-ready output files.
6. Empty cart issue.
7. 404 - Page Not Found Issue.
8. Additional training sessions required.

If this Advanced level of support cannot immediately resolve the problem, the Support Request is escalated to Expert Level, which requires involvement of technical support specialists.
Within 2 Business Day 98% of the time.
L3Expert Support for helping client in configuring the Software features as per client specific business requirements.
For example:

1. Specific pricing calculation.
2. Specific output generation.
3. Specific behaviour of design studio in editing design templates.

Support services under this level fall under paid support services.
This level of support explicitly does not perform customization of the Software code, its functionality, or its presentation to suit specific needs of the Customer. If resolution requires code modification, the Support Request is escalated to Customization Level.
Within 3-5 Business Days (based on complexity of the issue) 98% of the time.
L4CustomizationThis level of support does perform Software customization requested by the Customer which may involve a change in the Software code, its functionality and/or its presentation, and does assist with the integration of the Software with Customer’s existing database, network, or third-party products. For example:

1. Third-party extension installation.
2. Customization in user interface or user experience.
3. Third-party API integration: Payment gateway, Shipping, Image Library, Accounting etc.
4. Bespoke feature development.

Support services under this level fall under paid support services. Some areas of customization support may or may not even be covered under paid support services. Availability of such specific services will be determined by support representatives.

Based on Effort and Cost Estimates
L5Critical This level of support will perform software/hardware reboot and code modifications,if required, to resolve a problem listed below:

1. Any defect that makes the software unusable without resorting to restarting the software either by terminating the software, exiting the software and/or rebooting the hardware.
2. Any OS, application software or library or 3rd-party application version upgrade issue that leaves that prevents Software to function as desired.
3. Database corruption or hardware failures.
4. Prevents the Software to be accessible by endbuyers.
5. Serious website performance problems.
6. Any issue that prevents end-buyers from purchasing the products from the website or prevents store admin from processing the order.

Support services under this level fall under paid support services. Some areas of customization support may or may not even be covered underpaid support services. Availability of such specific services will be determined by support representatives.

This level of support explicitly does not apply if Licensee has done re-installation and configuration of the Software on new server or hardware.
Based on Effort
and Cost
Estimates