This document serves as a set of guidelines to inform decision making within Cart2Cart as well as a guide for community members to better understand the support services provided by Cart2Cart. The document is limited in scope since it sets official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the Support Center we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Who Is Covered Under This Agreement

This agreement is intended to cover Cart2Cart service, including:

  1. Service Management
  2. Support Department
  3. Technical Department

Methods of Contact

The Support Center ( acts as a central point of contact for all technical support, including service questions, migration interruptions, requests, and troubleshooting.

Customers may submit tickets online at (, contact Support Center via live chat, send an e-mail at [email protected] or at [email protected] Additionally, you can submit feature requests and ideas at Public Feedback Service ( Due to staffing limitations live chat support may not be immediately available at all times.

NOTE: We don't provide IM support and do not call back.

Hours of Operation

Our Support Team is there to help you via phone, Live Chat and Email (Technical support) during the following hours:

  • Phone support - 24/7
  • Live Chat support - 24/7
  • Technical support - from 11 am to 7 pm GMT +2, Monday - Friday

Public Feedback Service questions have lower priority comparing to email tickets, thus replies may take longer than 24 hours.

Support Forum questions have lower proirity comparing to email tickets, thus replies on forum may take a few business days.

Requests can be submitted online ( or by e-mail at [email protected] or [email protected] 24 hours a day.

NOTE: We are working on business days only (excluding National Holidays and weekends). According to the acting Labour Code of Ukraine, in case of a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day. Additional days off will be announced in the news section of the Support Center.

Response Period

The guaranteed response period is 24 hours (business days). Actual response period may be shorter depending on the volume of requests at any point of time.

Responsibilities of Those Making a Request

Users should explore help that is readily available at Cart2Cart website before contacting the Support Center. This help might come from the FAQs ( or Public Feedback Service (

When such local help has been exhausted and assistance is needed, the users should contact the Support Center through one of the methods described in Methods of Contact section. Please provide the following information when contacting the Support Center:

  1. Valid e-mail address that was used as your Cart2Cart account login. If you/your ISP use any spam protection, make sure you add [email protected], [email protected], [email protected] and [email protected] to the white list
  2. Migration ID
  3. A clear and specific description of the problem or request, including information regarding any error messages you may have received

NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by user, the ticket is considered closed. Cart2Cart reserves the right to completely stop the support if the issuer uses abusive language or statements.

Support Service Packages

Support Service Packages are developed to make migration even simpler for you. Don’t have enough time to perform full data transfer? No need to spend your time in front of the computer and migrate by yourself. Cart2Cart Team will set up your migration and move the store for you. Moreover, tech engineers will responsibly customize your shopping cart after migration.

Find more info and purchase Support Service Packages at

Support Service is provided in Data Migration Packages, which are separated in four options:

Basic Support Service includes major customizations, support and assistance during store migration process. It provides you with:

  • Migration of up to 1 000 Entities
  • 5 hours of Technical Support

Extended Support Service package includes more support benefits and assistance during store data migration process. It provides:

  • Migration up to 20 000 Entities
  • 10 hours of Technical Support
  • Target Cart Installation

Premium Support Service is developed for premium users. It gives a wide range of support. This package offers:

  • Migration up to 60 000 Entities
  • 25 hours of Technical Support
  • Target Cart Installation

Ultimate Support Service provides the highest level of support and customization assistance. The package includes:

  • Migration of over 60 000 Entities
  • 50 hours of Technical Support
  • Target Cart Installation

Also each of Support Service Packages includes:

  1. Migration Assistance
  2. Personal Account Manager
  3. Pre-Migration Validation
  4. Migration Setup
  5. Customization of Migration
  6. Free Additional Options
  7. Preview of Demo Migration Results
  8. Migration Results Validation

Please note, you are held responsible for restricting all access to your FTP and admin panel, deleting all temporary customers, their password information, etc. We highly recommended to change all access details of your store not later than 5 days after migration/customization/investigation was completed.

Also pay attention to the fact that Cart2Cart is not responsible for installation or configuration of plugins, modules or any other 3rd party elements on your Source or Target stores.

Migration Insurance Service

Migration Insurance is an additional service that allows to restart migration during the specified period of time. You can find a detailed service description at this page

The service is provided within three insurance plans:
1. Basic Migration Insurance cost is 9% of your migration price. It allows to restart migration at once during 7 business days after initial migration.
2. Extended Migration Insurance cost is 11% of your migration price. It allows to restart migration 2 times during 14 business days after initial migration.
3. Premium Migration Insurance cost is 13% of your migration price. It allows to restart migration 3 times during 30 business days after initial migration.

1. If the quantity of items you migrate exceeds the limits of the Support Service Package you selected, the payment for the rest will be charged additionally. Each Support Service Package includes only one migration.
2. This document will change over time as circumstances warrant and therefore it is a work in progress. Questions and comments are welcome.
3. Any complaints and requests for migration modification that were received two and more weeks after Full Migration was completed won't be considered.