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Mailing
Address:
//digital things, LLC
PO Box 566
Seal Beach, CA 90740
USA
Phone:
| General:
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800-775-3968 (10am thru 7pm
PST Mon-Fri)
562-592-9948 (10am thru 7pm PST Mon-Fri)
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| ezStore123
Sales:
|
800-775-3968
(10am thru 7pm PST Mon-Fri)
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| ezStore123
Support:
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800-775-3968
(authorized customers only)
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Emergency 24/7:
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800-775-3968 (customers only)
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Fast track:
Contact us by e-mail:
HANDLING EMERGENCIES
Customers: Important tips in case of
emergency:
You call, we jump! But emergency calls
can cause a lot of disruption as resources have to be
immediately allocated to handle the situation. Please keep in mind that we
constantly monitor all sites & services and might already be working
on the problem.
So, please wait a few minutes
and check out a few things before you call an emergency. Here is a list of
what to look for:
- Make sure you have a connection to the web:
If your web site, Admin Center or e-mail servers cannot be reached or
you experience difficulties such as timeouts, please make sure you can
connect to at least another known web site not located on your server. If you can't, chances are you
are experiencing a local network or routing outage, an internet connectivity problem or a hardware problem with your computer. Contact your
IT Department or ISP to
resolve all connectivity issues (unfortunately, we can only help diagnose,
but cannot fix connectivity issues under the control and responsibility of
your IT Department or ISP).
- Make sure you call about a technical problem we can support:
We will always try our best to help you but we cannot address issues
with your local network, operating system, desktop software or hardware
(contact your network administrator, the software publisher or the
hardware manufacturer support instead).
- Be prepared:
If you have encountered an error message or are reporting an error
condition, please make sure to note the page, error number and error
message encountered. This will greatly speed up problem diagnostics.
We understand that your e-business is critical to your company and
will do our very best to assist you. Please help us by trying to
'reconstruct' the event and gather all useful information before you call.
- Make sure that you are calling a real emergency:
We recognize as 'real' (legitimate) emergencies any one of the events
listed below:
1. The web site is down or times out (in either HTTP or HTTPS protocols).
2. Orders cannot be processed on the web site because of shopping cart
errors.
3. The store Admin Center cannot be accessed or reports an error when
used.
4. The e-mail service is down or times out.
5. The FTP service is down or times out.
6. The web site Statistics server is down or times out.
7. Shopping cart and/or Admin Center 'bug' (consistent and reproducible).
Support for actual emergencies is always free but any event outside of the
definitions above may fall under the 'special technical support' clause of
your hosting contract and may be a billable item. In particular, make sure
you read the online help and/or software manual for all questions
regarding operation of our software.
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