Support and updates
Support and updates
All customers who have purchased a license for Evocommerce software receive an appropriate package of technical support and updates. The scope, duration, and format of service depend on the type of license purchased and are determined by the terms of the contract or the selected tariff plan.
Technical support
Evocommerce support includes diagnosing and correcting errors in the operation of the CMS, frontend, and applications, providing the necessary files, instructions, and recommendations for resolving them, as well as assistance with installing updates required by the license.
Our specialists analyze technical requests, determine the cause of the problem and suggest the best way to solve it. Critical errors that affect the store's operation, order processing, payment or other important business processes are processed with priority.
Software update
We constantly monitor the work and relevance of:
Evocommerce CMS;
the store's user interface;
installed applications;
integrations with payment systems;
delivery services;
CRM, ERP, accounting and other external systems.
If third-party services change APIs, data transfer protocols, security requirements, or integration rules, the Evocommerce team makes the necessary changes to the relevant software components.
Customers are provided with updated files, modules or add-ons along with installation instructions. Depending on the terms of the license, updates can be installed by Evocommerce specialists or the customer's technical team.
What updates provide
Regular software updates allow you to:
maintain stable and secure system operation;
maintain compatibility with external services;
eliminate detected errors;
adapt the system to new technical requirements;
improve performance and usability;
prevent technological obsolescence of software.
Before installing important updates, it is recommended to create a system backup and test the changes on a test environment. This minimizes risks and ensures the continuity of the store.
Making changes yourself
The customer has the right to independently make changes to the licensed software, but does so at his own discretion and risk. Such changes may disrupt the stability of the system, the compatibility of its components, and the ability to correctly install subsequent updates.
If you make any changes to the software code, database structure, system files, CMS, frontend, applications or integrations yourself, the warranty and standard technical support for the changed components may be limited or terminated. Troubleshooting issues caused by third-party changes may require a separate technical assessment and additional fees.
The customer may restore the software to the original or another officially supported version of Evocommerce. After verifying the integrity of the system, its compatibility and compliance with technical requirements, the provision of support and updates may be restored in accordance with the terms of the current license.
Transparent terms of service
Support terms, response times, list of available updates and procedure for their installation are determined by the license type. Development of new individual functions, changes to business logic, design, configuration of third-party systems and other work that is not related to bug fixes or standard updates may be assessed separately.
The goal of Evocommerce support is to provide customers with stable, modern, and technologically relevant software that works reliably, evolves with the business, and meets the current requirements of the e-commerce market.