At Netsoft Studio, LLC, we want our customers to feel comfortable contacting us when they need help. Technical support for bizwizIQ® Order Manager and ShopKart is an important part of our service, and we do not want customers to hesitate to contact us because they are concerned that every question will result in a charge.


This Technical Support Policy applies to both bizwizIQ® Order Manager and ShopKart, as well as related services provided and supported by Netsoft Studio, LLC.


Our goal is to provide responsive and helpful technical support while maintaining a fair and efficient support system for all customers.


To keep support fair for all customers, we divide support into Four categories:


Included Technical Support

Included technical support covers questions and assistance related to the normal operation of bizwizIQ® Order Manager and ShopKart.

Examples include:

  • Questions about how a feature works
  • Assistance troubleshooting an unexpected software problem
  • Problems caused by an Order Manager software error
  • Help identifying why something is not working as expected
  • Basic assistance with configuration and settings
  • Reasonable assistance with occasional user mistakes
  • Questions following an Order Manager update

There is normally no additional charge for this type of support.


Billable Technical Support

We understand that mistakes happen, and an occasional mistake will generally be handled as part of normal technical support.


However, additional charges may apply when significant support time is required to correct customer-caused problems or when our support team is repeatedly asked to correct the same issue after instructions or assistance have already been provided.


Examples include:

  • Repeated correction of the same customer-caused problem
  • Data repair or cleanup caused by incorrect data entry or procedures
  • Restoring configurations or settings changed by the customer or a third party
  • Problems caused by changes to the customer's computer, network, printer, operating system, or other equipment
  • Troubleshooting third-party software or services
  • Recovering or correcting information that was accidentally changed or deleted
  • Repeated assistance for an issue for which instructions or training have previously been provided
  • Work that falls outside the normal operation and support of Order Manager or ShopKart
Billable Support Rate

Billable technical support is charged at $150.00 per hour, billed in 15-minute increments.

The minimum billable charge is 15 minutes ($37.50).

Whenever practical, we will notify the customer before billable support begins. If an issue initially appears to be covered by standard technical support but troubleshooting determines that the problem is customer-caused or otherwise falls outside standard support, we will advise the customer before proceeding with significant billable work.

Training & Consulting

Some requests are better handled as training or consulting rather than technical support.

Examples include:

  • Training new employees
  • Re-training employees on previously covered procedures
  • Setting up new workflows or business processes
  • Extensive assistance configuring Order Manager for a new use
  • Data cleanup or restructuring
  • Custom reports, forms, integrations, or modifications
  • Assistance with third-party systems
  • One-on-one or group training sessions

Training and consulting services are billed at $150.00 per hour, unless a different rate or project price is agreed upon in advance.


Authorized Technical Support Contacts

To provide efficient and consistent technical support, Netsoft Studio, LLC provides standard bizwizIQ® Order Manager and ShopKart technical support to the following authorized contacts for each customer account:


  • Business Owner
  • Order Manager Administrator (ADMIN)
  • One Designated Technical Support Contact

These individuals are considered Authorized Technical Support Contacts and may contact Netsoft Studio directly for assistance with Order Manager and ShopKart.


Other employees should first bring questions or problems to their company's Owner, ADMIN, or Designated Support Contact. If they are unable to resolve the issue, an Authorized Technical Support Contact may then contact Netsoft Studio Technical Support for assistance.

Support for Other Employees

Standard technical support does not include providing individual help or training directly to every employee within a customer's organization.


Routine technical support, repeated assistance, or training provided directly to employees who are not Authorized Technical Support Contacts may be considered billable technical support.


Billable technical support is charged at $150.00 per hour, billed in 15-minute increments, with a minimum charge of $37.50.


Whenever practical, we will notify the customer before billable support begins.


Customer Responsibility

Authorized Technical Support Contacts are responsible for communicating instructions, procedures, and solutions provided by Netsoft Studio to other employees within their organization.


If multiple employees contact Netsoft Studio regarding the same issue, or repeated support requests result from previously provided information not being communicated internally, the additional support may be considered billable technical support.


Customers may change their Designated Support Contact or ADMIN when necessary by updating their account information in the Netsoft Studio CMS


Our goal is to provide customers with responsive technical support while maintaining a clear and efficient support relationship. Limiting standard support to Authorized Technical Support Contacts helps us provide better service and keeps standard support costs reasonable for all customers.

Our Approach

Our goal is not to charge customers for ordinary questions or occasional mistakes. The support charge is intended for repeated customer-caused issues, training, corrective work, third-party issues, or support that falls outside the normal operation of our products.


This approach allows Netsoft Studio to continue providing responsive technical support for both bizwizIQ® Order Manager and ShopKart while keeping standard support costs reasonable for all customers.

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