CartGenie Support Policy

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 Support:

We provide free and unlimited email and live chat support from the date of your purchase.

Phone Support:

We 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.

What's Covered?

1) Usage 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.

2) Bug Fixes: We will resolve any bugs in the software code that prevent CartGenie Desktop Engine or the CartGenie Storefront files from functioning correctly.

What's Not Covered?

1) 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 Files".  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 software code 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 footer,  etc. 

2) Web design: Our support policy does not cover the resolution of problems related to Web design or custom software code.

Last Update: February 14, 2011