Support conditions from Alexbranding team

To contact our technical support,
follow these simple steps

  1. Log in to cs-cart.alexbranding.com using your order owner account.
  2. Go to My Profile → Technical Support TicketsDID (top-right corner of the site) — here you’ll also find a list of all tickets you’ve submitted.
  3. Click the + CREATE TICKET button.
  4. Fill in the issue details, provide access to your installation (admin panel URL, admin email, admin password + FTP access), and submit the ticket. You’ll receive an email with a tracking code.
  5. If you don’t receive a response within the specified timeframes, email info@alexbranding.com with your ticket number, and the development team manager will resolve the issue in accordance with the regulations.

Alternative method (from the modules list)

  1. Log in to cs-cart.alexbranding.com using your order owner account.
  2. Go to My Profile → Orders.
  3. Find the relevant order with the solution (where you have an issue), and go to its details (you can use the Go to module installation link).
  4. Locate the Technical Support link next to the module name and click it.
  5. Fill in the issue details, provide access to your installation (admin panel URL, admin email, admin password + FTP access), and create the ticket. You’ll receive an email with a tracking code.
  6. If no response is received within the specified time, email info@alexbranding.com with the ticket number, and the development team manager will resolve it per regulations.

Points and technical support pricing

Each Alexbranding solution is priced proportionally, including a certain number of support points. Points represent internal units of support time. When you purchase our modules or solutions, you acquire a corresponding amount of support time (for example, a $10 module does not include an hour of developer work).

The module price consists of the base cost plus the support cost, provided as points upon purchase.

Example for clarity:

  • Module costs $50 (your purchase price);
  • Base cost: $40;
  • Included support: $10 (10 points = 20 minutes of specialist time — sufficient for us to address a module-related issue, if any).

Support point usage rules

  • Free modules do not include support points.
  • Every support request deducts at least 10 points. If you report a bug, we refund the points upon request to encourage improving our solutions.
  • Points from different purchases accumulate.
  • Points can only be used for technical issues with Alexbranding solutions.
  • You can purchase additional points (details below).
  • You cannot request support with fewer than 10 points (support may be denied if balance is below 10).
  • If a request requires more points than available and is not a bug, the specialist may deduct the required amount at their discretion, based on priority.

Table — Points deducted per support request

Priority level Response time Points deducted based on priority and time spent
10 min 20 min 40 min 60 min
Non-urgent 7 days 5 10 20 30
Important 2 days 5 15 30 45
Urgent 8 hours 10 20 40 60

All support timelines are in business days. Our working hours: 9:00–18:00 (GMT+2). Choose priority based on your needs.

  • If insufficient points are available and the issue is not a bug, support may be declined.
  • Investigation and resolution may be billed separately (e.g., 10 points for investigation, 20 for resolution).
  • Support specialists determine point deductions based on standard time estimates, not actual time spent.
  • Points are refunded if the issue is confirmed as a bug.

How to check your point balance and history:

Log in to cs-cart.alexbranding.com → My Profile → Technical Support Points

How to purchase additional points

Buy points

Select the required amount (in hours) in the cart.

Issues not considered bugs in Alexbranding solutions:

  • Issues caused by the CS-Cart platform itself;
  • Undeclared functionality in the solution description;
  • Conflicts between multiple solutions in one installation (shared hooks or override conflicts);
  • Performance issues in the client’s environment (server settings, limitations, software versions, oversized catalogs);
  • Using an outdated version of the solution;
  • Errors due to improper updates;
  • Incorrect use of the module.

Technical support does not cover:

  • Client training (support is not a training center; its goal is to fix bugs on a clean, unmodified CS-Cart installation);
  • Development or customization (contact an experienced integrator);
  • Resolving conflicts between Alexbranding solutions and third-party modules (support will identify the conflicting module).

 

Changes to support terms:

These support terms may be updated unilaterally by the Alexbranding team without prior notice. Last updated: 12 November 2020.