Technical Support

We provide two technical support plans. One has been designed for experienced web masters and another for those will little or no technical background at all. To date over 103,000 support tickets have been resolved.

"Response to this ticket was exceptionally quick and instructions very detailed and accurate. I am very satisfied and impressed with the level of tech support offered by CubeCart."Matthew (Kent, United Kingdom)
    • Technical Support Credits
    • Technical support directly with experienced CubeCart PHP developers.
    • Email Support
    • No Service Level Agreement
    • Standard UK Office Hours
    • http://support.cubecart.com

      Technical support credits are no longer available to purchase. Any existing credits can still be used.

    • Technical Support
      Recommended for experienced web masters.
    • $33 per store / month
      No Contracts - Cancel Anytime
    • Technical support directly with experienced CubeCart PHP developers.
    • Unlimited Email Support
    • Unlimited Live Chat Support
    • 3 Hour Response Time SLA
    • 15 Hour Resolution Time SLA
    • Standard UK Office Hours
    • CubeCart Security Suite (Pro)
    • Option 1: $40/month (No Setup Fee)
      Option 2: $400/year (No Setup Fee)
    • Sign Up Now

      http://support.cubecart.com

    • Technical Support & Management
      Designed for those will little or no technical background.
    • $50 per store / month
      No Contracts - Cancel Anytime
    • Technical support directly with experienced CubeCart PHP developers plus install service and unlimited store upgrades. We will install any marketplace extension and perform hosting/server migrations.
    • Unlimited Email Support
    • Unlimited Live Chat Support
    • Install service with unlimited upgrades
    • Minor coding tweaks & changes
    • Installation of any existing extensions
    • Web hosting/server migrations
    • 3 Hour Response Time SLA
    • 15 Hour Resolution Time SLA
    • Standard UK Office Hours
    • CubeCart Security Suite (Pro)
    • Option 1: $60/month + $70 SetupOption 2: $600/year (No Setup Fee)
    • Sign Up Now

      http://support.cubecart.com

Frequently Asked Questions


What's included with the "Technical Support" plan?

Our staff will help with any questions you have concerning the day to day running of your store and assist with any setup or configuration queries. We will diagnosis and resolve any PHP, MySQL, HTML, JavaScript or CSS coding problems. Consulting on minor adjustments is included and we will provide advice for any customisations you may wish to make.

What's included with the "Technical Support & Management" plan?

This plan takes things to the next level entirely! We will install your store for you and upgrade it on request to the latest version. We will also install and upgrade any existing extensions from our extensions marketplace. Want to move to a new hosting provider? No problem… so long as we have access to both the old and new provider we will do this for you at no extra cost. We will also make minor coding changes covering upto one hour per month of our time.

Why does the monthy term Technical Support & Management plan have a setup fee?

This plan includes unlimited installs and upgrades. Typically new subscriptions require an installation or upgrade to be performed which can be very time consuming. Please note that if your subscription is cancelled the setup fee will be charged again if you resubscribe in the future.

What is your service level agreement response/resolution time?

We will do our very best to respond to all technical support tickets within three business hours of receipt and resolve any issues within 15 business hours. If we fail to resolve your ticket within 15 business hours, a weeks worth of credit will be added to your account on request. This will come off your next bill.

Is it possible to pay per issue without a monthly fee?

Yes! You can signup to any of our plans and cancel them right away. You will be eligible for support for the complete months and won't be charged for the next one.

How do I use my existing technical support credits?

Your existing technical support credits can still be used at a "cost" of 5 credits per incident. Just login or register at our helpdesk with the email address that you used to login to our old customer area. Just click the "Support Plan" widget to see how many credits you have. Please note that technical support credits never have been redeemable towards upgrades or installations performed by our staff. One month of the "Technical Support & Management" plan (including setup fee) is the same price the old "Install/Upgrade Service" used to be.

How do I contact support?

Once you have an active subscription you can login and chat to our staff in real time or log a technical support ticket at https://support.cubecart.com.

What are your office hours?

Our office hours are from Monday to Friday 8:30am to 5:30pm UK time.

How to I cancel my support subscription?

Please login to the helpdesk and click the "Support Plan" widget. If you currently have an active support plan you should see a cancel button. Click this and no further charges will be made. Access to support will continue until the end of the paid term. If you have any sales or billing questions or problems please contact us.

How to I change my support plan?

Please login to the helpdesk and click the "Support Plan" widget. You can use the dropdown menu to change your support plan and your billing will be adjusted on a pro rata basis.

What cards do you accept?

We accept Visa, MasterCard, and American Express.

Is my card data kept safe?

Payments on our site are powered by Stripe who have been audited by a PCI-certified auditor, and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available. No card data touches our server or network whatsoever.

Can I get a VAT receipt?

Sure. Please visit the invoices area of the helpdesk.