Magento® Extension Installation and Compatibility Support

The Merchant Protocol Magento® Extension Support Team helps you solve extension installation and compatibility issues with your store quickly and efficiently.

Free Email Support Is Included With Your Extension Purchases. All purchases of our Magento® extensions receive Free Support via email for the duration of the included support plan. A minimum of 365 days of email support is always included. The Merchant Protocol team of highly-qualified specialists will answer any extension-related or Magento®-related question via email for free - as long as we’re not required to actually work on your host.

For Store Owners Requiring Extension Installation and Compatibility Support we provide Development Support services on a paid hourly basis. As part of this service, we can assist with:

  1. - Magento® extension installation
  2. - Magento® extension conflict/incompatibility resolution
  3. - Magento® extension conflict assessments

Note: we don’t charge you for project management or project planning/estimating - only for the actual work done. These development hours are charged at $95 USD per hour while our Magento® Development Packages have a lower rate of $85 USD per hour.



Merchant Protocol LLC Support Conditions

The following terminology applies to these Support Conditions:
The Customer refers to the person accepting Merchant Protocol LLC Support Conditions. The Company refers to Merchant Protocol, Support refers to Development Support services by Merchant Protocol LLC that require Merchant Protocol staff to work on the Customer’s production or test Magento installation.

1. General

This is a legal Agreement between Merchant Protocol LLC. and the Customer that covers Support Services performed for the Customer by the Merchant Protocol Support Team. By purchasing development support time, the Customer is asserting with the below-stated Terms and Conditions of the present Agreement. The Support Team reserves the right to ignore any appeals or requests not falling under the present conditions. These Support Conditions include but are not limited to Free Email Support & Upgrades, Bug fixes, Magento® Extension Installation and Compatibility Support, Magento® Stability and Development Packages, Ongoing Magento® Support, Magento® Emergency Support services by Merchant Protocol LLC.

2. Support Time Usage

The Customer may use the Support time to request Magento-related support that does not necessarily concern Merchant Protocol extensions. The scope of services offered is defined by Merchant Protocol. The Customer can buy Support time without buying an extension from Merchant Protocol. In this case, the Customer is required to assign the purchased time to a specific project to get Support services from Merchant Protocol.

3. Purchase of Support Time

All tasks that the Support Team agrees to perform are broken down into categories and complexity level. Each task category/complexity combination is assigned certain time required for performing the task. Support time is written off based on the actual time the Support Team spent on the task. In cases when extraordinary support effort is required, the Customer will be charged extra. If the Customer doesn’t purchase enough support in advance, additional support time can be purchased at at the time when the Customer needs it. Company will commence work, once the additional hours are purchased.

4. Processing Support Requests

All support requests are queued based on when they were submitted. If the Customer appends comments, requests or information to the ticket before it goes into processing, the ticket automatically goes to the end of the queue. The Customer shall provide the Support Team with all the necessary access information and a maximally detailed problem description. The Customer’s failure to provide access info shall result in the Customer’s inability to receive Support services. Merchant Protocol Support Team shall provide services via the support tickets system. Regular working hours are Monday to Friday, 9 am - 5 pm (MDT).

5. Warranty

The Customer has one-week warranty that becomes effective once the Support Team has finished its work on the Customer’s host. Within this time, the Customer can request additional work if the changes performed by the Support Team didn't lead to the results that both parties agreed upon before the work commenced. The warranty is void if, within the warranty period, the Customer or a 3rd party developer make any changes to the project’s code.

6. Free Email Support & Upgrades

Inquiries that do not require the Support Team to work neither on the Customer’s production, nor on the Customer’s test host will be answered free of charge. Support Team shall provide to the Customer written advice over email or chat to guide the Customer towards a possible solution of the problem. Free Email Support is provided for the duration of the included support plan. Extension upgrades will be available to the Customer for the duration of the included upgrade plan, typically 365 days.

7. Bug fixes

Bugs in the Merchant Protocol Products are fixed and made available to the Customer free of charge. Bugs with 3rd party extensions will not be fixed. The Customer may report bugs to the Merchant Protocol team to speed up the bug fixing process. The information about fixed bugs shall be available in the Changelog tab of each product. It is Customer’s responsibility to check for new Product updates that may include bug fixes.

8. Validity of Support Term

The Support time the Customer receives with a Product purchase is available granted the Merchant Protocol extension has a valid Support term (12 months from date of purchase). Once that term is over, the Support Team has the right to refuse Support services or ask the Customer to purchase the Extension again or purchase additional Support time. The Support Team shall provide advice on how a problem might be fixed, but, if the solution requires the involvement of the Merchant Protocol Support Team with the Customer’s host, the Customer will have to purchase more Support time.

9. Support Refunds

All Development Support time is non-refundable. The Customer is encouraged to discuss the number of development support hours required for completing their task with a Merchant Protocol LLC employee free of charge prior to making the purchase.

10. Disclaimer of Responsibility

Merchant Protocol LLC is not liable to the Customer or any third party for any damages including, but not limited to, loss of business information or business profits due to Merchant Protocol Support services. By accepting these Support Conditions, the Customer acknowledges to order Support services at their own risk and has a clear understanding of responsibility for any damage to their own computer system or data.

11. Priority Support

Support requests will be handled in the order that they're received. If the customer pays the additional priority support fee their ticket will be completed before standard support requests.

12. Changes in Support Conditions

Merchant Protocol LLC reserves the right to modify this Agreement at any time. It is solely Customer's responsibility to inquire about any changes made to the present Agreement.

Magento® Extension Installation and Compatibility Support


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Product Question

Q: Dear support, We are interested to buy your plugin (Multiple Warehouse Inventory Management). But before buying this, I have some questions, can you please give me asnwers. 1. Can we create different tax rates for different warehouses ? 2. How the invoice format is ? tax details be captured on invoice ? 3. At what stage Warehouse allocation happens ? Does the customer get option to see what is expected delivery date ? 4. Are user rights specific at WH level ? For eg: Warehouse_A user will see only Warehouse_A orders. Awaiting for your reply. Thanks in advance. Regards, Peeyush Jagtap - Peeyush Jagtap on December 1, 2016

1. No you can't create different tax rates for the different warehouses. But that's a really good idea that I'll add to our suggested ideas. 2. The invoice format is native magento, but the warehouse location is added to it. 3. The warehouse allocation can happen at multiple times throughout the purchase process. You can define that users only see products/warehouses in their area. You can define that the warehouse is chosen based upon the shipping destination, or you can set your own priorities. 4. User rights are not specific to WH level.

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