Email/Phone Support:
We provide telephone support for a nominal fee (see Contacting Phone Support below). We want our customers who don't use support to benefit from our competitive pricing. And we want those who do need support to get top-notch service without having to stand in a long line behind unecessary free support calls. Being in the business for over ten years we've lerarned that competing with companies who provide free support only puts us in the same position of poor service they subject their customers to. Our customers like our support.

Technical Support Policy & Procedure *

Before contacting technical support, please perform your own troubleshooting procedures to determine if the issue may be arising from any software or hardware issues at your site, your internet provider, or other variables outside the control and domain of ecWare.

Contacting Phone Support:
All telephone support calls are billed at USD $1 per minute, at the time of the call. We accept VISA, MasterCard, and American Express. If you are currently enrolled in automatic monthly billing, your monthly statement will reflect support fees, if any, for the the billable month. If the problem is determined to be caused by ecWare, there will bo no charge for support or portion thereof as it relates to such problem.

All emails will trigger a return tech support phone call.

please have the following information handy before you call:

• your store number and name
• a brief description of the problem, including the exact text of any error message received, and at what point the error occurred
• The approximate date and time the error ocurred
• URL where we can replicate the error
• the version of Windows™ or MacOS you are using, including the version of any service packs or updates installed
• the web browser used, e.g. Windows Internet Explorer, Mozilla Firefox, Apple Safari, Google Chrome, or Opera

Phone Support Hours
Monday through Friday, 8:00a to 6:00p PST, excluding company holidays.
The current date and time at ecWare is PST

Technical Support Severity Levels
Technicians will prioritize support tickets based on notification times by customers and the severity level of the issue. All issues will be rated by technicians using the following severity levels.

SHOW STOPPER	Failure of a critical feature, resulting in inability to use a site relying on the software, and no workaround exists.
CRITICAL	Failure of a critical feature that has worked before, but is not currently working, and no workaround exists.
SERIOUS	Failure of a critical feature that is documented to work, but is not currently working, and workaround does exist.
ANNOYANCE	Failure of a non-critical feature that is documented to work, but is not currently working; feature requests.

* ecWare reserves the right to modify the technical support hours, fees, procedures and policies as it deems necessary to ensure a high level of support to its customers.

Posted technical support policies and procedures are effective immediately.