Help & Support

General Information
(Last Updated: March 28th, 2012)

Application support services and training services are provided on a single-incident basis (fair use policy applies) or customers can elect to purchase an annual support agreement for Premium software application support.

Note: New templates, new upgrades to 3.0 or new custom web sites developed by Argoworks include 90-days of free Software Application support.

Software License Agreements for LightSpeed templates and custom web sites are accessible on our web site, in addition to general Terms and Conditions for LightSpeed Plugins.

Support       Contact

LightSpeed eCommerce Software Support and Argoworks/Softlayer Web Hosting support are handled by 2 different support teams. The team that manages server administration is not the same team that develops your LightSpeed eCommerce web site.

If you have a current Web Hosting plan with Argoworks through our dedicated servers at Softlayer, you are entitled to general 1st line support which includes addressing general questions about LightSpeed eCommerce and follow-up training questions.

Many of the sites hosted with Argoworks are customized and require support beyond what even LightSpeed can provide. LightSpeed eCommerce, LightSpeed Plugins, WordPress CMS and WordPress Plugin Software Support is not included in the Web Hosting plan. If you require support and the warranty has expired, you can elect to purchase a LightSpeed eCommerce Premium Support plan which provides full-coverage software support for your web store or elect to pay our standard billable rate.

Single-Incident Support

Need one-incident software support assistance?  Argoworks offers consulting & assistance for your LightSpeed eCommerce or Magento eCommerce store.

One support incident is provided based on the hourly rates listed below.

  1. USD 1/4 hour – $31.25
  2. USD 1/2 hour – $62.50
  3. USD 1 hour – $125.00

Inquiries should be submitted via our web-based help desk system.

Supported Languages: English

If you do not have a subscription in place for your web application, incident-based support fees will apply at the standard hourly rate.  When you initiate a support request, your support ticket is queued, and our support team will do their best to solve your issue in accordance with our standard response time policies. The actual response time depends on the amount of support tickets in the queue and the critical nature of your request.

Application Support Engineers availability: 8:00 a.m. – 5:00 p.m. Pacific Time (Monday thru Friday).

Web Hosting Support availability: 24/7 (7 days a week, including all holidays)

Application Upgrades

WordPress Upgrades

During the life of your site/store there will be new upgrades released by the developer.  If your store uses a WordPress front-end for added flexibility, you will receive upgrade notices from WordPress in your WordPress admin panel.  It is important that you examine the release notes for each to understand and evaluate how it will affect your site.

LightSpeed eCommerce Upgrades

If your site uses a custom design, is heavily customized and/or the core has been modified, Argoworks can upgrade your site for you.  On average, LightSpeed eCommerce requires 1- 2 hrs to upgrade.

Argoworks charges an hourly rate of $125.00 for services related to new upgrades, plugins or extension enhancements, but will waive the 1st hour of upgrade services for sites hosted with Argoworks Premium Hosting.

We are happy to provide an estimate in advance prior to performing any upgrade or enhancement.  If you elect to upgrade your own site or install a third party component, you do so at your own risk. Any services to repair your site will be billable at the above rate.

To schedule an upgrade, please submit a support ticket or send an email to info@argoworks.com. Please allow up to 72 hours advance notice for Argoworks to begin the upgrade process.

Hours of Operation

Argoworks application support staff are available Monday through Friday from 9:00 a.m. – 5:00 p.m. Pacific Standard Time.

If your message is urgent and you need to contact us over the weekend, please be sure to post your concern as a support ticket so that we may address the issue early Monday morning.

Argoworks web hosting support is available 24/7 – 365 days a year and is accessible via the support desk only.  Please submit a support ticket for web hosting support.

Argoworks employs special monitoring tools on all of our servers that inform us immediately of any interruption in service. For critical server/hosting issues only, Argoworks engineers are available 24/7 and will respond.

Premium Application Support Plan

Argoworks offers premium subscriptions plans for Application Support and also Web Hosting.  We provide Premium Application Support for the following Applications:

  1. LightSpeed eCommerce (Click for details)

In addition, we offer incident-based support for Application Support.

Inquiries should be submitted via our web-based help desk system, or emailed to support. Supported Languages: English

If you do not have a subscription in place for your web application, incident-based support fees will apply at the standard hourly rate.

When you initiate a support request, your support ticket is queued, and our support team will do their best to reply to you within one business day. The actual response time depends on the amount of support tickets in the queue and the critical nature of your request.

Application Support Engineers availability: 8:00 a.m. – 5:00 p.m. Pacific Time (Monday thru Friday).

Web Hosting Support availability: 24/7 (7 days a week, including all holidays)