Support Plans

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Support Plans

Each of Turnkey Web Tools' licenses come with 60 days or more of free phone, email and ticketing support depending on the license. After that support period, each support request will be assigned a point value based on how much work is involved in the request. Below is chart with approximate point values for common support issues. Please note that point redemption may vary depending on the problem. Packages for support points start at $75.00 for 50 points.

General Support Reference Chart
Level: Pts: Description:
Level X: 0 This level includes findings which are deemed by Turnkey Web Tools to be a bug and/or requires patching.
Level 0: 0 This level includes general questions and explanations of policies, description of services or general questions asked in the community forums.
Level 1: 10 This level includes explanation and consultation on software functionalities, including explanation of already-existing functionalities and features.
Level 2: 25 This level includes any support issue which requires problem solving or involves investigation on client's installation.
Level 3: 50 This level includes any support issue which requires problem solving or involves investigation on client's installation and server.

Services Reference Chart
Service: Pts: Description:
Upgrade: 40 Standard upgrade service performed within 24 business hours of submission of required data.
Transfer: 40 Transfer of shop and database from one server to another performed within 24 business hours of submission of required data.
Installation: 50 Standard installation service performed within 24 business hours of submission of required data.
Rush Upgrade: 80 Rush upgrade service performed within 2 business hours of submission of required data.
Rush Installation: 100 Rush installation service performed within 2 business hours of submission of required data.
Modifications: Varies Any type of modification or custom programming are point valued on a case by case basis. Please contact us for more information.

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