Essential Support

Overview

Ideal for small to medium CS-Cart stores, this plan provides continuous technical support to keep your store running smoothly, ensures minor customizations and adjustments are handled efficiently, and delivers peace of mind with a structured monthly framework. It helps maintain store stability, quickly resolves operational issues, and allows store owners to focus on growing their business while leaving technical concerns to the experts.

Included Services

• Add-ons installation
• Backend configuration
• CSS customization
• Layout content customization
• Front Bug fixes
• Translation of interface sections if required
• Unlimited support requests within the scope of included features
• CS-Cart upgrade service (20 Hours)

Additional Capabilities

• Create and customize HTML/CSS pages on request
• Server troubleshooting up to 3 hours per month

Not Included

• Modifications to hosting/server configuration beyond 3 hours
• Integration with security tools, Cloudflare, SEO plugins, or 3rd-party services
• Quick support via online chat or WhatsApp
• Quick customizations beyond plan scope
• Repeated recommendations or performance checks
• Custom development & integration beyond included scope
• Web server configuration beyond included hours

Communications & Team Availability

Languages: Arabic & English

Help Desk: crm.sonotrix.com

Online Meetings: 2 hours per month included

Team Availability: Sunday–Thursday, 9:00 AM to 5:00 PM GMT +2

Billing & Delivery

Monthly invoice is based on the plan’s included hours.

Additional hours beyond the plan are charged at $20 per hour, with a maximum of 10 extra hours per month.

The plan renews automatically; the client must contact sales to cancel or upgrade.

Work Policy

The plan includes a defined number of monthly hours. Any work exceeding the allocated hours within the 10 extra hours limit will be billed at $20/hour.

Tasks requiring more than 10 hours need a separate external proposal and approval before work begins.

Unused hours do not roll over to the following month.

Online meetings: 2 hours per month are included within the plan hours.

Support is provided through the SonoTrix Help Desk and online meetings (WhatsApp and live chat excluded).