CiFrame Support | CiFrame EN

Support of software solutions is the most difficult thing in the field of integration. Broken integration is a very sensitive part for business. First of all, it causes distrust in the integrator. It is necessary to understand that several parties are involved in the work of integrations: hosting, software solution, services and people who work with integration. Some situations may not be taken into account or be controversial at the time of integration development. After each integration, we provide 30 calendar days to test the integration. In our practice, this term is enough to check all the nuances of integration. If you fail all the checks, we don't give up on our customers. After the 30-day period of free support, we provide several types of paid support.

Basic (up to 2 working days)

Cost 60€ from 3 months Assumes a solution to your problem within 2 working days. During this time, the client receives information about the cause of the problem, possible ways to correct the problem. If there is an error in the software solution developed by us, then the result is the correction of this error. Communication by e-mail. A monthly subscription can be purchased that involves our developers in 5 new issues each month. Payment of support from 3 months (60€).

Premium (up to 4 working hours)

Cost 150€ from 3 months Assumes a solution to your problem within 4 working hours. During this time, the client receives information about the cause of the problem, possible ways to correct the problem. If there is an error in the software solution developed by us, then the result is the correction of this error. Communication can be carried out not only by e-mail, but also through messengers convenient for the client. A monthly subscription can be purchased that involves our developers in 5 new issues each month. Payment of support from 3 months (150€). Before ordering, we recommend checking the following cases that may affect the integration:

• Change of access. The most common problem for which support is requested. The most common problem of all appeals. Most often, you can solve it yourself. The main thing to consider is that changing access can break integration. Instructions for changing accesses in the integration are provided free of charge upon request. Most often, access to services is specified in the config.php file. If you try to connect the integration to other service accounts, the integration will not work, because each account of any service has an internal data structure to which the binding goes when developing the integration. 
• Change of data structure. This problem occurs when certain works are being carried out in your services or CMS platforms. Changing the data structure, data type, or elements of certain entities can cause problems. When compiling the technical tasks of site programmers, it is worth considering that the integration may rely on certain data, and their change may lead to breakdowns. If the integration is tied to the statuses, it should be taken into account that changing the name of the statuses may affect the integration. Unfortunately, cloud platforms can change their data without warning. 
• Transfer of integration to another hosting. Our integrations are mostly related to hosting cron jobs. With such transfers, they often forget to transfer the cron task. If you forgot to transfer the crown of the task and the old hosting stops working, then the integrations stop working. If you moved the crown task, but forgot to delete it on the old hosting, this can lead to duplication of integration actions and excessive load on the server.

What Support Covers

Integration support may include different types of work: API updates, adaptation to changes in services, checking the integration’s operation, as well as communication with technical support teams of third-party services if the issue is related to their side. Below is an example of what is included in different support formats.

Important: free processing of such requests applies to maintaining the operability of an already created integration. New features, changes to the operating logic, adding new scenarios, connecting other accounts, or adapting the integration to new business processes are estimated separately.

This is an error in your software solution, why do I have to pay extra?

Yes, we do not deny that our solutions may have problems in our development. If you bought the integration service, the end of the 15-day period of free support means that you have done all the necessary checks and you have no complaints about the integration. If you bought a ready-made module, then yes, there is a chance that the problem you encountered can be fixed for free, but we do not give an estimated time frame for fixing problems, and the time frame for fixing can be from a few hours to several months.

My business stopped working because of your integration, please help urgently.

Sorry if you faced any problem. We will definitely give her feedback in one form or another. We understand the urgency and importance of fixing your problem, but all requests are handled by our internal business processes, which you can deal with in advance before starting any integration.