Why a support contract is indispensable – and what our Platinum Support provides
Software is not a static product. Systems evolve, security requirements increase, new technologies emerge – and with them, interfaces, operating systems, and browsers change.
To ensure that your e-commerce platform remains stable, secure, and high-performing in the long term, you need more than just a license: you need a reliable support contract that guarantees security, continuity, and professional assistance.
Without an active support contract, companies risk being left on their own in case of problems – for example, if after an update interfaces suddenly stop working, a plugin conflict occurs, or a security patch urgently needs to be installed.
A good support contract therefore protects you from downtime, data loss, and unnecessary costs – while at the same time ensuring that your system remains technically up to date.
Smartstore Platinum Support – maximum security, service, and flexibility
Our Platinum Support is the premium service package for companies that rely on smooth operation and maximum availability of their shop system.
It offers you far more than just troubleshooting – namely a complete worry-free package with guaranteed response times, personal support, and a genuine update and upgrade flat.
1. All updates and upgrades included
With Platinum Support, you always stay up to date. You receive all updates and upgrades of your Smartstore license free of charge, including across all major releases.
This means: even if Smartstore releases a completely new version – for example from 6.x to 7.x – you are entitled to the upgrade as long as your Platinum Support is active.
This allows you to benefit not only from new features, but also from:
- ongoing security patches,
- performance improvements,
- new features, and
- compatibility updates for new browsers, operating systems, and database systems.
You will also be automatically informed as soon as a new update is available and will receive an update log where you can note your individual shop specifics. This way, you retain full control over the update process.
2. Initial installation and technical support
When commissioning your system for the first time, our specialists handle the remote initial installation – on your own server, regardless of the selected hosting provider.
The only requirement is that the system requirements are met. This ensures that your Smartstore project is set up optimally – including database, web server, and license configuration.
3. Fast support – when it really matters
Our software specialists support you competently, reliably, and quickly – by phone or via the ticket system.
- Response time: We respond within 4 hours during support and service hours (Monday–Friday, 9:00 a.m.–5:00 p.m.).
- Communication channels: You decide whether you prefer to call or open a ticket.
- Callback service: Upon request, we will call you back within service hours.
- Emergency support: In urgent cases, we offer emergency support with a 30-minute response time, limited to 4 staff hours per year.
- Developer coaching: Additionally, you receive up to 4 hours of written developer support per year – ideal if you implement your own extensions or integrations and require technical advice.
4. Backup service included
Before each update, upgrade, or hotfix, you can request a complete backup of your shop and your database from us – at no additional cost. You will receive an “update log” through which you can conveniently activate the backup request.
For regular data backups, we recommend the proven provider CrashPlan. The annual fee is borne by the customer; setup and maintenance of the CrashPlan backup are included in Platinum Support.
Optionally, our Smartstore Backup as a Service (BaaS) is available to ensure data security with minimal effort.
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Important note on the scope of services of the Premium Edition and Platinum Support
In practice, misunderstandings frequently arise regarding the functional scope of the Premium Edition and the role of Platinum Support.
A typical assumption is:
“With the Premium Edition, I automatically receive all future extensions and plug-ins.”
This assumption is not correct and should be clearly differentiated.
The Premium Edition does not represent a dynamically growing service, but rather includes a clearly defined scope of functions at the time the contract is concluded.
This specifically means:
- Only the plug-ins that were part of the edition at the time of purchase are included.
- Additional plug-ins can be individually added at any time.
The Platinum Support assumes a central but clearly defined role:
- It ensures that the existing functions and plug-ins are continuously maintained, further developed, and provided in future versions.
- It includes an update and upgrade flat for the existing software – including across major releases.
New plug-ins developed in the future, however, are not part of the scope of services. These remain independent products and can be added specifically as needed.
This clear separation is deliberately chosen:
- It creates transparency in the scope of services,
- prevents false expectations,
- and ensures the sustainable further development of the system.
In short: With your edition, you receive a clearly defined scope of functions – and with Platinum Support, the assurance that this exact scope of functions will remain stable, up to date, and usable in the future.
Additional services – individual and scalable
No two companies are alike. That is why, in addition to Platinum Support, we offer a range of optional services tailored precisely to your requirements.
Software implementation
Start your project in a structured manner: our experienced consultants handle the implementation, guide you through the setup, demonstrate best practices, and ensure a smooth transition to live operation. (Must be commissioned separately)
Training
Our hands-on training sessions equip your employees to use Smartstore effectively – enabling you to largely manage and customize your solution independently. (Must be commissioned separately)
Multilevel support & operational support
We remain by your side even after implementation. With continuous system maintenance, monitoring, performance optimization, and consulting on extensions, we secure the long-term success of your Smartstore solution. (Must be commissioned separately)
Conclusion: An investment in stability and future security
The Platinum Support is more than just a service – it is your insurance for a permanently stable, secure, and up-to-date online shop.
It combines technical support, guaranteed response times, backup strategies, an update flat, and personal consultation in a single contract. This creates the foundation for your online business to run reliably at all times – today and in the future.
Do you have questions about this topic? Or would you like to send us your feedback? Then contact us via the contact form, by email at info@smartstore.com, or by phone from Monday to Friday between 10 a.m. and 4 p.m. at +4923153350.