Support Policy

Support Policy

We’re here to help

IXXO sales and support team wants to help your store or marketplace become successful, and we’ve gathered a team of individuals on our support and sales teams specifically for this purpose. Our team is available, seven days a week and will do their best to answer questions that are related to your IXXO license.

We’ve also taken the time to create content-rich support tutorials that help solve many common issues and questions based on our customers’ sales and support requests. All of these can be accessed directly from our Support Area.

This support policy is in place to help our customers understand what we can and cannot support at the general support level. However, to ensure proper expectations are met, we must ask you to become familiar with our support policy before you purchase an IXXO license.

On Premises Software (Perpetual License) and Restrictions
IXXO is considered a “Software on Premises Software” offering. While the type of license we offer does not come with hosting, we are not able to provide certain services that may be considered “normal” with SaaS eCommerce providers. This is due to security restrictions and PCI compliance rules we must adhere to provide a secure eCommerce environment. Furthermore, the IXXO support service does not support the installation of PHP scripts or the configuration of your hosting unless otherwise agreed.

Support Restrictions
The IXXO support team is always available and willing to answer questions relating to the functionality of the IXXO software and its user interface, settings, and other common instructional type questions. While there are many areas we can offer full assistance with, please be aware of the following situations which might limit our ability to fully support your issues.

Domains and SSL
Our support team can assist you with questions and issues related to IXXO and not for domain or SSL Certificate related issues provided through third party providers.

Domain registration and SSL products provided outside the realm of IXXO services will need to be addressed by their individual service providers. Furthermore, integration and transfer of such services to IXXO may incur additional fees in some cases.

Store Customizations
Your IXXO store includes a variety of template themes which can be used to create a unique look for your store or marketplace. If a customized design is what you’re looking for, our professional frontend developers will custom develop your own unique frontend template based on your mockups.

On the other hand, you may elect to edit your designs on your own. Our platform is quite flexible and easy to use, allowing you to customize or even develop your own themes with just a basic understanding of HTML design and development. While individuals with a strong understanding of HTML and CSS development will find that our service is highly customizable and able to suit their needs.

However, please understand that our general support service will only be able to provide support that is focused on the IXXO platform itself. Under no circumstance will our general support agents ever provide professional or value-added services such as web design, development or consultation. As such, the IXXO support team is neither authorized nor trained to provide any type of support for customizations made to your store’s HTML and/or CSS coding if it varies from the default IXXO templates. Furthermore, customizations using JavaScript cannot and will not be supported by the IXXO support team at all.

E-Commerce Techniques and Best Practices
Our technical support team cannot provide any extensive advice or consulting on e-commerce best practices but, as a company, we will – whenever possible – post articles related to such topics on our IXXO Blog. We also provide professional consulting services to assist with specific optimization, marketing or custom development needs. Click here for complete details.

Connectivity Support
IXXO’s support team will be able to assist you with basic connectivity issues related to common hosting features like FTP and email account connections.

Support will also assist with basic connectivity issues related to IXXO’s API services as well as connecting to any of the 3rd party services IXXO has partnered with over the years.

However, please keep in mind that the scope of our support in these areas is strictly limited to the connectivity of these functions and not the actual use, implementation or configuration of these services. In addition, IXXO is NOT able to support any third-party software which we do not directly integrate with.

Software Issues
If you have an issue specifically related to the functionality of the IXXO platform – especially issues that appear to be caused by a possible programming malfunction – please contact us as soon as possible by submitting a trouble ticket, opening a support chat, or otherwise placing a call to our support line.

Posting about such issues in the IXXO forums or social media networks will not allow us to properly address and correct the issues or concerns. Please help us in addressing your concerns by submitting them through the proper channels of our support services.

Using Our Community Forum
While we’re on the topic of forums, IXXO will launch on the 20th of October 2018 a user forum as a courtesy to our active merchants so they can exchange ideas and information about IXXO and their individual online business experiences. It’s our desire that every client has a positive experience within the forum. Therefore, we ask that you follow some general guidelines and rules when using our community forum.

Please ensure:

That your postings are relevant, on topic and productive
That you show courtesy and respect to other posters and forum members
That you also extend the same courtesy to IXXO personnel within the forum

We will not tolerate:

Inflammatory or objectionable postings meant to harass
Postings deemed as abusive to other posters
Spam or postings that advertise products or services not affiliated with IXXO.

We also reserve the right to amend or remove postings that are deemed inappropriate as well as exercise our right to remove or limit individual users and their ability to post without notification.

In closing
Thank you for familiarizing yourself with our support policies. As stated, we will do our best to address and correct any issue you may have – as long as it falls within the scope of support established in this document.

Contact Us

Give us a call or fill in the form below and we will contact you. We endeavor to answer all inquiries within 24 hours on business days.