Why a Support Contract is Essential – and What Our Platinum Support Offers
Software is not a static product. Systems evolve, security requirements increase, new technologies emerge – and with them, interfaces, operating systems, and browsers change. To ensure your e-commerce platform remains stable, secure, and efficient over the long term, you need more than just a license: you need a reliable support contract that guarantees security, continuity, and professional assistance.
Without an active support contract, companies run the risk of being left to their own devices in the event of a problem – such as when interfaces suddenly stop working after an update, a plugin conflict arises, or a security patch needs to be urgently applied.
A good support contract protects you from downtime, data loss, and unnecessary costs – while ensuring that your system remains technically up-to-date.
The Smartstore Platinum Support – Maximum Security, Service, and Flexibility
Our Platinum Support is the premium service package for companies that rely on a smoothly running operation and high availability of their shop system. It offers you much more than just bug fixes – namely a complete all-round carefree package with guaranteed response times, personal support, and a genuine update and upgrade flat rate.
1. All Updates and Upgrades Included
With the Platinum Support, you remain permanently up-to-date. You receive all updates and upgrades of your Smartstore license for free, and that across all major releases. This means that even if Smartstore releases a completely new version – for example, from 6.x to 7.x – you are entitled to the upgrade as long as your Platinum Support is active.
This way, you benefit not only from new features but also from:
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ongoing security patches,
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performance improvements,
- new features and
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compatibility updates for new browsers, operating systems, and database systems.
You will also be automatically informed as soon as a new update is available and receive an update log where you can note your individual shop specifics. This way, you keep full control over the update process.
2. Initial Installation and Technical Support
During the initial setup of your system, our specialists handle the remote initial installation – on your own server, regardless of the chosen hosting provider. The only requirement is that the system prerequisites are met.
This ensures that your Smartstore project is optimally set up – including database, web server, and license configuration.
3. Fast Support – When It Really Matters
Our software specialists support you competently, reliably, and quickly – by phone or through the ticket system.
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Response Time: We respond within 4 hours during support and service hours (Monday–Friday, 9:00–17:00).
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Communication Channels: You decide whether you prefer to call or open a ticket.
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Callback Service: Upon request, we will call you back during service hours.
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Emergency Support: In urgent cases, we offer emergency support with a 30-minute response time, limited to 4 employee hours annually.
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Developer Coaching: Additionally, you receive up to 4 hours of written developer support per year – ideal if you are implementing your own extensions or integrations and need technical advice.
4. Backup Service Included
Before any update, upgrade, or hotfix, you can request a full backup of your shop and database from us – at no additional cost. You will receive an "update log" through which you can conveniently activate the backup request.
For regular data backups, we recommend the proven provider CrashPlan. The annual fee is borne by the customer, setup and maintenance of the CrashPlan backup are included in the Platinum Support.
Optionally, our Smartstore Backup as a Service (BaaS) is available to you to ensure data security with minimal effort.
Additional Services – Individual and Scalable
No company is the same as another. That’s why we offer a range of optional services in addition to the Platinum Support, tailored precisely to your requirements.
Software Introduction
Start your project in a structured way: Our experienced consultants handle the introduction, guide you through the setup, demonstrate best practices, and ensure a smooth transition to live operation. (Must be ordered separately)
Training
Our practice-oriented training makes your employees proficient in using Smartstore – so you can largely manage and customize your solution yourself. (Must be ordered separately)
Multilevel Support
& Operational Assistance Even after implementation, we are by your side. With continuous system maintenance, monitoring, performance optimization, and extension advice, we ensure the long-term success of your Smartstore solution. (Must be ordered separately) Conclusion: Investing in Stability and Future Security The Platinum Support is more than just a service – it’s your insurance for a permanently stable, secure, and up-to-date online shop.
It combines technical support, guaranteed response times, backup strategies, an update flat rate, and personal consultation 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 and 16 o'clock at +4923153350.