Support
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QUANTUM TECHNICAL SUPPORT

You may post your general questions there and or browse the Support Forum to find
answers to your questions 24 hours a day. Support Representatives are on call 24/7,
so have no fear, someone will respond to our request shortly. You may also Visit our
Support Forum for answers to routine problems.
 
We rarely have system wide outages, but should we experience an outage, we would likely already know about that outage and it would not be necessary for you to fill out any support request. We would likely already be addressing it to immediately resolve the issue quickly.

There are three types of support available:

  • Emergency Support: If you are experiencing issues on a self managed site or cart that you feel you may have caused, this is the right package for you. You may have tried to install code on a page and it crashed your site; uploaded a photo and embedded the image improperly on a page; or even a simple syntax error. Individuals who request Emergency Support will receive assistance on a first come first serve basis and as quickly as possible. Our Support Team is on call 24/7/365. Rest assured your issue will be addressed expeditiously. User errors are charged by the 1/4 hour. If it is determined that the bug was a result of a failure of the software rather than the cause from something you may have done, Quantum will repair the bug at no charge to you.
  • Priority Support: This is for individuals who would like assistance and would like not to be charged by the quarter hour. Here you would be purchasing support by discounted blocks of time which will allow for priority assistance with your issues. When your time is used up on your package, you will need to buy another package if you need additional assistance. Each time we service you under your current purchased block of time, we will respond when closing the support ticket with time used. If more time is required than what you have available in your block, then we will notify you and get permission to add additional blocks of time as discussed and agreed. There is a significant savings by buying a Priority Support Package. You would not select this package if you wanted to just add on to your site. You would be better served asking for a quote for the add on of the new features you require, than paying by the hour.  These requests are handled in on a first come first serve basis.
  • Free Support Forum:  (Frequently Asked Question) - Visit the Support Forum
  • Free Support: If you have a site or cart that we designed and that we are managing we will tech all bugs on the site at no charge. Self managed sites or carts do not qualify, unless there is a bug or it's returning a page error that is not caused by you (the user). We will tech these types of errors FREE of charge. Response time: First come first serve basis
Support queries are handled sequentially, in the following order:
  1. Emergency Support:  Incident based ASAP attention - first come first serve basis. User errors are charged by the 1/4 hour. Bugs in any Quantum software are repaired at no charge to you.
  2. Priority Support:  Incident based priority support cases. Blocks of Support Time are purchased at reduced rate.
  3. Free Support:  These cases are handled and are responded to on a first come first serve basis. 

IMPORTANT - You will need to follow the process below to contact Quantum Technical Support. Quantum Technical Support can offer assistance for
Quantum related products and services ONLY.