Premium Support

If you're looking for a little more ecommerce support from WineDirect, you can sign up for Premium support. You'll get VIP treatment and access to exclusive benefits, including an extra-fast response time, live chat to connect instantly with a rep, and two hours of training per month for you and your team.

If you choose 'Premium Support' below, your plan will kick in immediately and you'll see the charge on your next invoice. Plans will auto-renew each month until you cancel it. If you're looking to cancel your 'Premium Support' package, you can pick 'Free Support' below.

FAQs

Is technical or customer support included?

Phone, ticket/email support are all available with free support. Live chat, priority support and 2 hours of online training per month are included with a Premium Support package. We also have an online help site with videos and step-by-step instructions and a community forum where you can ask questions and gather feedback from other wineries.

Does my Premium Support plan expire automatically? How do I cancel/change my support plan?

No. Your support plan will auto-renew until you change or cancel your support plan. You will need to fill out the same form that you used to sign up for a support plan, which is located above. When cancelling your support plan please select 'Free Support' as your support plan selection.

Do my Premium Support training hours roll over into the next month if I don't use them?

No. Training hours are prepaid for the month only. Any time left over at the end of the month will expire.

Is third level, or design support included in these plans?

No. third level support (webservices, Web design, integrations) is not part of this plan.

When does my support plan start?

You can start taking advantage of your support plan the day you completed filling out the signup form. Charges for your plan will appear on your next billing invoice, and will run monthly from the date you signed up.

Do I have to sign up for a support plan?

No. You are not required to have a support plan - support is free by default! Premium Support plans are offered with exclusive benefits and are a great way to get extra fast help from our knowledgeable support team.

Can I get in-person training?

Usually, Yes! It's not included in the Premium support package but our team offers customized onsite trainings where we come to you. At the moment due to Covid-19 we are not doing in-person training but we will have this back in the near future. Learn more about our custom training here.