Technical support and contact details
The support channels according to the plan, what support does and does not include, how a request is submitted, the working hours and the developer providing the support.
Updated:
Technical support is provided directly by the developer of the product, by people who know both the platform and print production. The public documentation is the first level of support; the direct channels take on whatever cannot be resolved from it.
6.1. The support channels
The available channels depend on the chosen plan (Pricing): email for all plans, telephone and chat for the Pro plan, a dedicated manager for the Franchise. The current contact details — the telephone number, the email address, the physical address and the working hours — are published on the Contact page and are updated there, not in this document.
6.2. What support includes
- explanation of the product's functions and help during operation, with a reference to the relevant chapter of the Guide;
- help with configuration and administration: catalogue and calculator, statuses and rules, delivery, payments, design, roles, integrations;
- investigation and remediation of defects (chapter 03);
- targeted interventions on the store, on request and with agreement (chapter 03, 3.5);
- the assisted launch and the training of the team (chapter 01, 1.6);
- the taking in of improvement proposals (chapter 04);
- the export of the print shop's data, on request.
6.3. What support does not include
- the preparation or correction of end customers' artwork — this belongs to the print shop's relationship with its customers and to the checking service the print shop offers;
- the contractual relationship with external providers (opening accounts with the payment processor or the courier, obtaining credentials) — support helps to connect them in the admin panel and to test them;
- the print shop's equipment, network and devices;
- bespoke developments outside the common development plan, which are discussed separately (chapter 04, 4.4).
6.4. The documentation as the first level
| Document | When it helps |
|---|---|
| User guide | how to carry out a particular operation, screen by screen, in the order of the admin panel's menu; the FAQ chapter gathers the most frequently encountered situations |
| Functional characteristics | what the product does, under what conditions, with what technical requirements |
| this document | how the product is maintained, how a defect is reported, how an improvement is proposed |
6.5. How a request is submitted
| Type of request | What it is useful to include |
|---|---|
| Defect | the information from chapter 03, 3.2: what happened, where, when, the identifiers, the screenshot |
| Configuration question | what result is wanted on the site or in the admin panel and what has already been tried |
| Improvement proposal | the problem, its frequency, who is affected, the expected result (chapter 04, 4.3) |
| Export or deletion of data | which data, in what format and as of what date |
| Access to the demonstration panel | requested from the Live demo page; the access is sent personally, with a short presentation |
Every request receives confirmation of receipt and is followed up on the same channel until it is closed. Requests that change data or configuration are carried out only with the explicit agreement of a store administrator.
6.6. Working hours and urgent cases
Requests are handled during the working hours published on the Contact page, with a reply the same business day. Incidents that stop sales or the processing of orders (blocking severity) take priority over any other work: the platform's monitoring signals the problem to the developer independently of any reports, and the intervention begins as soon as possible, including outside working hours; for such situations the channel indicated on the Contact page is used.
6.7. The developer and the address
Development and support are provided by TG Print, a digital print shop in Chișinău, Republic of Moldova, which operates the platform in its own production (About TG Print). The full address, the telephone number, the email address and the working hours are published on the Contact page. Presentations of the platform can be held at the developer's premises, in the production facility, or online, by appointment.