support

The Webgility team is here to help you with any support issues you may have with eCC. Here's how:

Knowledge Base

Visit our knowledge base for help articles across a number of categories and frequently asked questions.

Submit a Ticket

From our Support Center, you can submit a new support ticket or track an existing ticket. We're available on weekdays from 8am to 5pm PST and we respond to most tickets within hours. Our team is available even in the evening or weekends for emergencies.

Email Support

If you'd prefer not to use our Ticket system, you can also email us: support [at] webgility.com. We're available on weekdays from 8am to 5pm PST and we respond to most emails within hours. Our team is available even in the evening or weekends for emergencies.

Phone Support

If you'd like to speak to someone instead, give us a call at (877) 753-5373 (xtn 2 for Support). We're available by phone on weekdays from 8am to 5pm PST. If the lines are busy, we may not answer but please do leave a message and we'll get back to you within a few business hours.

Help Docs

You can access all the help pages for eCC by visiting the links below:

• eCC Help - v2.6
• eCC Help - v2.5
• eCC Help - v2.4
• eCC Help - v2.3
• eCC Help - v2.2
• eCC Help - v2.1
• eCC Help - v1.9.1 for QB Pro/Premier/Enterprise/CA/AU
• eCC Help - v1.9.1 for POS

Support Plans

Type of Support Requested	During Free Trial	Within 30 days from purchase	Annual Support Plan	No Support Plan
Installation or Setup issues	Included	Included	X	X
Email & Chat Support	Included	Included	Included	X
Phone Support	Included	Included	Included	X
Software Issues	Included	Included	Included	X
Download Upgrades	Included	Included	Included	Buy upgrades
Professional Installation, Setup or Training	Buy Professional Install Package
Custom Development	Submit a Quote Request
PRICING	FREE	FREE	$299 (buy now)	$100/hr (min $25 per incident)

Why do you need support?

Although eCC runs without hiccups, if you decide to change your settings, upgrade your server, change your shipping carrier, change your shopping cart, etc. after some time, a support plan will come in really handy. You can email or chat with us to get help or even call us for emergencies. Most importantly, a support plan gives you peace of mind because it ensures that you get the latest eCC and new features without paying any extra cost. Shopping carts are releasing new upgrades all the time. Even QuickBooks goes through routine updates. With a support plan, you get free upgrades so you're assured that eCC will run smoothly and support any changes in your business.

Not sure?

No problem. You can purchase a support plan at any time. You can also opt to purchase individual eCC upgrades or pay for support as needed.

Professional Installation & Training

We offer packages to help you install, setup and get trained in using eCC. Setup and training is conducted online using Gotomeeting and can be scheduled per your convenience. Once you purchase a package, you'll be asked to send in your FTP access details so we can install the eCC online store module and also schedule a time to install eCC on your desktop.

Installation Package ($99)
This package includes up to 1 hour of time to install the eCC online store module at your online store (if applicable) and a remote online meeting to install eCC on your desktop. We'll ensure eCC is installed properly and it connects successfully with your Online store and QuickBooks.

Installation & Setup Package ($199)
This package includes up to 2 hours of time and includes the Installation Package. After installing eCC, we'll walk you through all the setup screens to ensure eCC is configured to handle your orders, customers, taxes and all other details properly. Once configured, we'll ensure that eCC is able to download orders and you're able to process them successfully.

Installation, Setup and Training Package ($299)
This package includes up to 3 hours of time and includes the Installation and Setup Package. After configuring eCC, we'll walk you through a few sample orders, show you how to generate shipping labels, post orders to QuickBooks and manage inventory. We'll also go over various screens in the application to help you understand how to use eCC on a day-to-day basis.

The not-so-fine print:

1. Support plans do not include professional installation or training.
2. We're available even on nights and weekends but we do not guarantee an immediate response during non-business hours. We will make every attempt to get back to you within hours of your request but please be patient.
3. Our support plan is very economical. Please help us keep it that way by reading our help docs, watching video demos, and checking our knowledge base before contacting support.
4. Please limit phone support to emergencies or escalations. Trust us, we're really prompt with emails!