This policy covers the support associated with your
purchase of a J Street Technology e-commerce plan
featuring CartGenie software. Please review the items below to
learn about what's covered and what is not covered
under our CartGenie Support Policy.
Email & Live Chat
provide free and unlimited email and live chat support
from the date of your purchase.
provide free and unlimited phone support
from the date of your purchase. While phone
support is available to all customers, in certain
instances we may, at our discretion, move the
support case over to our email support system.
An example where this would occur is in those
instances where detailed
responses, such as screenshots and detailed
explanations, are required in order to resolve the
issue or in the case where the issue needs to be
escalated for more review.
Questions: Your purchase includes various self help
tools including the CartGenie Help system, CartGenie
User Guide, and the CartGenie FAQs section of the J
Street Customer Support Center. If you are
unable to get your question resolved using the
self-help tools, a member of our support team will
gladly assist you in resolving any question about
how to use CartGenie.
Fixes: We will resolve any bugs in the
software code that prevent CartGenie Desktop Engine
or the CartGenie Storefront files from functioning
Problems due to alteration of software code: Our support
policy does not cover the resolution of problems
arising from the alteration of software code in "Application
The CartGenie storefront files can be categorized
into two groups, "Application Files" and
"Customizable Files". Application files are files
that should never be altered, such as catalog and
checkout pages, since they include important
that makes the storefront function properly. J
Street often makes changes to Application Files and
replaces those files when an upgrade is made to the
storefront. Customizable Files are files that are
intended to be customized to meet your requirements,
such as the home page, storefront header, storefront
design: Our support policy does not cover the
resolution of problems related to Web design or
custom software code.
Update: February 14, 2011