Support Policy Page

Support Policy for MyCartPro.com

1. Introduction

This Support Policy serves as a guide detailing the terms and conditions governing the support services offered by MyCartPro.com ("we," "us," or "our") to users ("you" or "your") accessing our website and related products or services. We kindly request your cooperation in complying with this Support Policy when utilizing our services. Should you have any concerns regarding this policy, we advise refraining from using our services. 

2. Support Channels

We provide support through the following reliable channels:

a. Help Desk: Our online Help Desk system enables you to submit a ticket conveniently. Allowing for effortless monitoring of your support requests' progress and status. 

b. Email: For direct contact, please email our dedicated support team at support@mycartpro.com. To ensure efficient assistance, kindly provide comprehensive details about your issue. 

3. Support Hours

Our committed support team operates during regular business hours within Canada Eastern Time zone, specifically from 9am until 5pm. Any support requests received outside these hours will be promptly addressed during the next available support window. 

a. Technical Assistance: Our commitment lies in providing practical technical assistance for any concerns related to the functionality, configuration, and usage of MyCartPro.com's products and services. 

b. Bug Fixes: Our team performs diligent investigations to identify and resolve bugs or errors reported within our offerings through updates or patches when necessary. 

c. Installation and Setup Support: Trust us for comprehensive guidance on seamless installation procedures and initial setup of MyCartPro.com's offerings. 

d. Troubleshooting Help: Should you face difficulties while utilizing our offerings, count on our highly skilled support team for prompt assistance in diagnosing and troubleshooting the issues. To ensure we can efficiently troubleshoot and address your concerns, we kindly request your cooperation in granting access to any pertinent information or systems if necessary.

7. Customer Responsibilities

To receive support from MyCartPro.com. 

It is your responsibility to

a. Provide Accurate information When submitting a support request. Please provide accurate and detailed information about the issue you are facing. 

This includes error messages. Steps to reproduce the problem. And any relevant system or configuration details. 

b. Cooperate: To effectively troubleshoot and resolve your issues, we kindly ask for your cooperation by providing access to the necessary information or systems. 

8. Support Updates and Communication

We will primarily communicate with you through the same support channel you used to contact us initially. Any updates, resolutions, or additional information regarding your support request will also be provided through that channel. 

9. Support Language

Our primary language of support is English. Unless otherwise agreed upon in writing, all communication and assistance will be provided in English. 

10. Changes to the Support Policy

We reserve the right to modify or update this Support Policy whenever necessary. Please periodically review this policy to stay informed about our terms and conditions. If you have any questions or concerns regarding our Support policy, please do not hesitate to contact us.