Limited interactive troubleshooting support from the support
team is included with your Shop support key purchase on activated sites. Basic
troubleshooting support is provided as long as resources are available and the
support request is reasonable.
All support services will be delivered exclusively through
the Shop Support Help Desk. Troubleshooting requests submitted through any
other communication channel will not be addressed.
Support services provided by the Shop support team will only
be provided to verified account holders (the customer) that have purchase
receipts for the supported products that the support request is for. To make
support requests, they must, at least in a temporary capacity, use a verified
customer account login to make support requests.
The support services provided by the Help Desk support team
are not intended for use as a replacement for business critical operational
support staff. The customer agrees that support services will not be used when
failure of the support services to attain a desired result could lead to
significant loss of business.
Hours of Operation
Troubleshooting support services are provided during
business days (Sunday through Friday) from the hours of 10 AM to 6 PM. Support
hours of operation exclude all Nepal Federal
Response times are limited to the hours of operation. There
is no guarantee of a specific response timeframe. Responses are provided on a
first come, first serve basis. Adding posts to a ticket before the initial
request is answered by an authorized support agent will add further delays by moving
the ticket to the end of the line.
A support ticket is a support request posted to the
official, web-based Shop support Help Desk located online at https://kalpamart.com/support/.
Shop support services are provided for a qualified support ticket.
Qualified Support Tickets
A qualified support ticket is a request for support by an
authenticated customer detailing a clear description of a single, distinct,
technical problem with a supported product on a Shop installation that is actively
registered to a support key.
Ingenesis will, at its sole discretion, determine what
constitutes a qualified support ticket. The general guidelines for a qualified
support ticket include:
Authenticated Customers Only
Support services on the Help Desk are only provided for
tickets posted from an authentic customer account.
Problems or issues that can be recreated in a known
configuration and/or known environment.
Clarification of the Shop admin screens
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Rejected Support Tickets
Support services may be denied for reasons including, but