Support Services

ongoing customer care

We care! Our in-house support team is at your service

Ongoing customer care is something we’re passionate about. We want you to get the most out of your Nav-to-Net™ investment. You will have all sorts of support, resources, and technical assistance long after your e-Commerce solution has been implemented.

Questions about use, configuration, or functionality? Not sure what the issue is? We’ve got that covered. Our Nav-to-Net™ certified and trained partners complement our support team so that we can offer extended support to all our global customers.

Support and Maintenance Subscription Services


One of the best ways to protect your software investment is to invest in the proper support and maintenance. From the moment your webshop goes live, we want to provide you with the most comprehensive support services because your success as a business is our success too. The Support and Maintenance Subscription Services are cost-effective, granting you continual access to support and product upgrades. At Digital Vantage Point, we know the importance of having the right resources at hand, so we offer our subscription services bundled with on-going investments in our staff and support infrastructure.
There are multiple support level options available to suit your business needs. When you subscribe to our support and maintenance services, you get benefits such as:

- Access to our latest version software
- Priority support services
- Nav-to-Net™ software upgrades and updates
- Dedicated account management

Our global partner network is also available to you. They are fully trained and qualified to provide exceptional service and the technical support you’d expect, making your e-Commerce operations simple, no matter where you are.

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Response Times


Severity
Response Time During Business Hours
Criteria
High
Within 8 Hours
Orders not being transmitted/Site outage.
Medium
Within 12 Hours
Functionality issue affecting majority of business users.
Low
Within 24 Hours
Site functionality issue affecting a smell percentage of users.

The Support Lifecycle


Digital Vantage Point is committed to actively supporting its current and immediately previous version of products under the subscription agreements. Older versions are supported under Digital Vantage Point’s discretion. Customers can seek support from Digital Vantage Point for older versions of our products on an as needed basis.

We encourage our existing customer base to stay current with technology via access to current software under maintenance agreements and special pricing on upgrade engagements.

Questions? Don't hesitate to get in touch!