VEVS Services: Ongoing Support

Included in your subscription
Your monthly/yearly subscription ensures that your online business runs smoothly and securely. Here’s a breakdown of what you receive.

Software Access to the licensed software that powers and manages your online business seamlessly.

Website A complete, ready-to-use website equipped with an easy-to-use content management system.

Hosting Secure and reliable hosting on your personal Virtual Private Server (VPS) through Amazon.

Maintenance Regular data backups and continuous monitoring to keep your system running smoothly.

Critical Updates Automatic application of essential updates to keep your platform secure and optimized.

Support Ticket-based customer support, available whenever you need assistance.

Additional Services
As part of our dedication to delivering exceptional service, our support and engineering team provides six key types of ongoing support.

Customization

This service involves modifying our software to suit your specific requirements. Examples include integrating a new payment gateway or creating custom data export/import functionalities. These requests typically involve multiple team members, such as a requirements specialist and at least one developer. For more complex projects, additional personnel such as a senior project manager or an additional developer may be required. Customization work is billed per project, with a detailed proposal and cost estimate provided before any work begins. This ensures clarity and agreement on the scope and cost of the project from the outset. Learn more

Webmaster Work

This service includes making requested updates to your website and software. Typical tasks include adding new inventory to your site, redesigning the layout of your notification messages or documents, and resizing or optimizing logos and images. While we aim to provide as much of this service as possible free of charge, it involves manual work from our team. For tasks that require significant time and effort, we will track the work in a detailed worksheet and bill you accordingly. This ensures transparency and allows you to see exactly what has been done. More details on how the worksheet operates are provided below.

Issue Tracking

While we strive to minimize software issues, we acknowledge that problems can occasionally arise. Issues generally fall into two categories: those caused by our software (either in its default version or after customization) and those caused by external providers. Bugs stemming from our software are prioritized and fixed at no additional charge. However, if troubleshooting reveals that an issue is due to external factors (e.g., an email problem caused by your hosting provider blocking a connection port), the time spent resolving these issues will be recorded in your worksheet and billed accordingly.

Live Support

We offer free live support via Google Meet during the initial onboarding period (up to 2 months after you sign up), which is included in the full setup service. Additionally, we can arrange online meetings upon request and by appointment to discuss any questions or requirements you may have. Free live meetings are also available as part of the process for building project requirements for our customization services.

Upgrades

One of our primary objectives is to continuously enhance our VEVS CMS and business software solutions by introducing new features. To achieve these improvements, we regularly release new product versions. However, these new versions may differ in architecture and technology stack from previous ones. Learn more about how upgrades can be performed. Learn more

Consultations

We offer consultations on a variety of topics to help make your online business successful, such as integrating a third-party provider, synchronizing data with other software, implementing payment processing solutions, and SEO services. These consultations are conducted by highly qualified members of our team, and the time spent will be recorded in your worksheet.

Worksheet
Tracking Requests and Billing

To keep everything organized and ensure accurate billing, we maintain a detailed worksheet for each customer. We’ll add the task to your worksheet, including a brief description, a link to the support ticket where you requested the work, the request date, and the estimated completion time. At the end of each month, we’ll bill you based on the total work done and our hourly rate for these services. You can easily view this worksheet in your VEVS client account.

This transparent tracking system ensures you have a clear understanding of the work done and the associated costs, providing clarity and accountability in our billing process.

Ongoing Support Services

Included in your subscription Your monthly/yearly subscription ensures that your online business runs smoothly and securely. Here’s a breakdown of what you receive.

Additional Services As part of our dedication to delivering exceptional service, our support and engineering team provides six key types of ongoing support.