Why a Support Contract is Essential and What Our Gold Support Provides
A software is not a static product. Systems are constantly evolving, security requirements are increasing, and new technologies are changing interfaces, operating systems, and browsers. To ensure your e-commerce platform remains stable, secure, and efficient in the long term, a license alone is not enough. The key is a reliable support contract that guarantees you security, continuity, and professional assistance.Without an active support contract, companies risk being on their own in an emergency – for instance, when interfaces fail after an update, plug-ins cause conflicts, or security patches need to be applied at short notice.
A high-quality support contract protects you from downtime, data loss, and unnecessary costs, while ensuring that your system is always up-to-date technically. Our Gold Support provides the ideal entry point into our support services and focuses exactly here. It offers you maximum availability, quick response times, and competent support to keep your e-commerce operations running reliably.
Smartstore Gold Support – Reliable, Efficient, and Ideal for Your Growing Business
If you work with Smartstore and are looking for reliable support for your shop, but do not need the full scope of the Platinum Support: Then our Gold Support is the perfect choice. Gold Support offers you a solid, fast, and economical service to safely and stably operate your shop — without relying on unnecessary services.
What Does Our Gold Support Offer?
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Initial Installation: If needed, we take care of the initial installation of your Smartstore shop — on your preferred server, without hoster binding, as long as the system requirements are met.
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Online Helpdesk / Ticketing: For questions or technical issues, our support is available via a helpdesk/ticket system — convenient and structured.
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8-Hour Response Time Guarantee: During our support and service hours (Monday to Friday from 9:00 to 17:00), we respond to your inquiry within eight hours. This gives you planning security and quick feedback.
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Update Service: With Gold Support, you receive updates within your main version (major releases). If this is not sufficient and you also need continuous updates outside the main version number to stay current, we offer you our Platinum Support.
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Liability & Warranty: As part of the contract, we ensure professional support and protection against potential issues.
Who is Gold Support Intended For?
Gold Support is designed for shop operators and companies who …
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want solid, reliable support — without needing the extensive premium scope.
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value planable response times and prefer a clear support structure.
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want updates and stability but do not need 24/7 availability or an emergency hotline.
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operate a medium to growing business model with their shop and want to carefully weigh costs and benefits.
Why Gold Support is a Good Decision
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Cost–Benefit Efficiency: Gold Support offers exactly the services needed for the professional operation of a Smartstore shop — without unnecessary premium overhead.
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Reliability and Planning: With the guaranteed 8-hour response time and clearly defined services, you can minimize support risks while keeping costs predictable.
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Flexibility: Initial installation on a server of your choice and updates provided by us make it easy to remain flexible with Smartstore.
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Security and Stability: With professional support and warranty, you ensure that your shop runs smoothly in everyday life — allowing you to focus on your core business.
Who Gold Support is Not Ideal For (and When Platinum is More Sensible)
Gold Support is not comparable with the full range of services of a Platinum Contract. If you …
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need immediate reaction within 4 hours,
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prefer telephone support or personal consultation,
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want emergency scenarios covered or
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operate own developments and need developer support
… then our Platinum Support is, in our view, the better choice.
Conclusion: Gold Support – The Smart Balance for Professional Shops
With Gold Support you get a reliable, powerful, and at the same time economical service option for your Smartstore shop. You secure basic support, regular updates, and planable response times — ideal for growing shops that value stability and efficiency.
If, however, you desire even more extensive support with fast response times, telephone availability, and developer consultation, we gladly refer you to our Platinum Support Contract, which you can find here.
Our Additional Services are Personalized and Scalable.
No two companies are alike. That's why we complement our Gold Support with optional services tailored exactly to your
requirements. All the following services can be booked separately.
Software Introduction
Start your project in a
structured manner: Our experienced consultants accompany you from planning through setup to go-live, convey best practices, and ensure a
smooth transition to live operation.
Training
In our practice-oriented training, we ready your employees for handling
Smartstore, so you can manage, configure, and adapt your solution largely independently.
Multilevel Support & Operational Guidance
Even after implementation, we are by your side: Through continuous system maintenance, monitoring,
performance optimization, and advice on extensions, we secure the long-term success of your Smartstore solution.
Conclusion: An Investment in Stability and Future Security.
The Gold Support is more than just a service: It is your assurance for a stable, secure, and constantly up-to-date online shop from the start. It includes technical support, guaranteed response times, and personal consultation for all technical questions in a single contract. This lays the foundation for your online business to run reliably at all times – today and in the future.
Do you have questions on this topic? Or would you like to send us your feedback? You can reach us via the contact form, by email at info@smartstore.com or by phone from Monday to Friday between 10 a.m. and 4 p.m. at +4923153350.