The Diagnostic Ticket: your first step towards a tailored solution!
This service is not intended to directly correct the problem, but to analyze your situation in depth. Our goal is to identify the origin of the issue, provide you with a clear explanation, a customized solution, or guide you toward the right contact person. Custom expertise to save you time and move forward with confidence!
Analysis and actions included in the Diagnostic Ticket:
- 48h to determine the origin of the problems (exchange by email)
- Accurate estimation of the intervention time required to resolve the technical problem(s) (1 analysis point maximum per ticket)
- Full report of the elements verified and the main cause
- Quote for the estimated number of hours by the support team related to issues encountered on your PrestaShop site (if applicable).
- Report of causes and interventions performed upon subscription to the support plan
The Diagnostic Ticket does not include problems related to:
- modules developed by an external service provider
- specific developments
- interventions on a solution whose core has been modified by the client
- version updates.
- on-site travel.
- the installation of your shop.
- topics concerning website loading performance.
Depending on the issue, we might recommend external service providers specialized in specific functionalities.
Following the purchase of this offer, you will receive an email procedure to activate your product with our Support team, who will reply within a maximum of 24 business hours. Our team is available from Monday to Saturday, 9 am to 10 pm (CET). Support is provided by phone in FR, ES, IT, and EN, and in writing in all languages.
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