MC Knowledge Base: Training & Support

MonsterCommerce is proud of our reputation as an industry leader in software support and services. We provide unlimited telephone and trouble ticket incident support 24 hours, 7 days a week, 365 days a year.

Standards in MC Support:

• Support requests are addressed within 1-3 hours
• Emergency support requests are addressed within 15 minutes
• Average hold times are less than 2-5 minutes
• Average resolution times are less than 8-12 hours

Technical Support answers general usage questions about MonsterCommerce products. Our assistance includes helping you understand:

• The documented features of our applications
• How these features can be used
• How to troubleshoot unexpected behavior encountered while using these features

Additional channels for support include:

• Free MonsterCommerce Online Forums
• Tips, tutorials, articles and other references available within the KB site
• Reference manual
• Searchable FAQ's
• Webinars
• Consultation services

Our technical support specialist team is training to provide support on the following applications:

• Shopping cart software v4.1
• DataPort v4.0
• MonsterBooks v4.0

Third party integrations are supported by those companies that MC is integrated with. For HTML, graphic design, SEO and other online business related topics, please see our consultation services.

MonsterCommerce defines a single support incident as an issue that focuses on one aspect of the product - e.g. use of a specific feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and may require an additional support incident. A single support incident may involve multiple phone calls, emails and off-line research. MonsterCommerce Support Specialists are responsible for determining what characterizes a single support incident and communicating this to our customers. Our Support Specialists will make reasonable efforts to resolve the issue but MonsterCommerce cannot guarantee that every issue will be resolved.

MonsterCommerce defines a bug as some technical aspect or functionality of a product that does not execute and deliver results as expected and outlined in the supplied product documentation. Unexpected behavior isolated to a user's specific configuration or environment does not correspond with MonsterCommerce's definition of a bug. MonsterCommerce Technical Support Specialists can provide troubleshooting suggestions for unexpected behavior in these cases; however, MonsterCommerce is not responsible for the resolution of any such behavior. An issue is recognized as a bug only after it has been reproduced in steps provided by the customer and has been confirmed as a bug in the product by a MonsterCommerce Quality Assurance Representative.

Once an issue is accepted as being within the extent of technical support (as described at the top of this page), resolution of a technical support issue shall be defined as accomplishing any one of the following:

• Providing a reasonable solution to the issue
• Providing a reasonable work-around to the issue
• Determination by MonsterCommerce that the issue is an enhancement request and forwarding the request to MonsterCommerce Development teams
• Escalation by MonsterCommerce of the incident/bug to MonsterCommerce QA for review
• Incident has been "Awaiting Response" from a customer for more than 3 days