EN
RU
CNCustomer Support
Note!
Customer support of OT Commerce sites is provided only in Skype chats created by OT managers on first contact.
Text only, voice calls are not included.
We prefer to use Skype as most convenient and easiest way of discussing issues. This is to ensure that you get qualified answers from experts in different directions directly. And that all information in one place.
The competence of customer support covers issues related to website settings, working in the admin panel and organizational issues.
If you do not have a Skype chat with OT specialists, you need to contact us in the chat on the site, email or skype and confirm your relation to the site before we can add you to this skype chat.
We must be contacted:
- or the contact person from registration form when purchasing the site;
- or website owner on which the purchase was made.
After verifying that these people are indeed those who were listed in the registration form, or are related to the site, they must issue a new list of contact persons whom we can provide information about the site and with whom to contact for its support.
Customer support schedule
Customer support
Technical support
Monday
Tuesday
Wednesday
Thursday
Friday
7:00 – 17:00
(Moscow time)
Answer to customer’s request is guaranteed within 1 hour on working days from 7-00 a.m. to 17-00 p.m.
(Moscow time). Quick response is possible, but not guaranteed at other time.
8:00 – 17:00
(Moscow time)
Answer to customer’s request is guaranteed within 1 hour on working days from 8-00 a.m. to 17-00 p.m.
(Moscow time). Quick response is possible, but not guaranteed at other time.
Saturday
Sunday
Days off
Answers to current questions in Skype chats are not provided, but are possible by duty manager if there is free time.
Note!
It is recommended to ask non-urgent and uncritical questions after weekend. For severety1 issues a customer should contact technical support solely and exclusively.
Note!
Technical support for OT platform based projects is provided through Customer Support System.
Communication with OpenTrade Commerce developers in Support Service is carried out in the form of written requests (tickets). You must register with the Technical Support Service first to be able to send requests.
Expected Response Time
Initial consideration of the request
Within an hour during business hours
Detailed consideration of the request and its solution
Up to 5 working days
Critical errors
Within an hour during business hours, within 3 hours on weekends
Questions duplication
Customer and technical support services are responsible for quick and comprehensive solution of your problems. We’re here to help you so we do our best to minimize your waiting.
Duplicate issues submitted to skype-chats, technical support or forum may increase time needed for resolving your issue.
We carefully review all the requests and engage developers to resolve problems where appropriate.
Customer and technical support services are two different departments of OpenTrade Commerce, thus, duplicate questions submitted to both departments make their specialists resolve the same issue simultaneously. Further coordination takes time so you will have the response later than you expect.
Therefore, when you clone the same noncritical issue in the skype-chat or technical support service without a request from a customer service or technical support representative OpenTrade Commerce will not entertain complaints regarding inadequate response or resolution time in remedy.
Website’s Setting and Customization Issues
OpenTrade Commerce forum (Co-development section) for all issues concerning custom developments, additional functionality, design changes and other customization options.
We prepared Manuals and Hints how to configure OT Box and work with it. We will update them with the development of our system.
Do you have any questions?
Send a request to tech support