FAQ – Technical Support for Prestalia Modules

How Can I Receive Technical Support for Prestalia Modules?

If you need technical support for Prestalia modules, our team is ready to assist you through an effective ticket-based support system. Here’s how you can access our support service:

1. Purchase-Based Support Channel

• Purchases Made on Prestalia Shop: If you have purchased your module through our online shop, you can request assistance through our dedicated portal: support.prestalia.it, note that a dedicated and different registration from the shop one is required.
• Purchases Made on Other Channels: If your purchase was made through other channels (e.g., Addons PrestaShop), support is provided through their assistance system.

2. Requirements for Assistance

To take advantage of technical support, it is essential that the module in question has active support coverage or the Zen / Business Care option activated at the time of the request.

3. Response Times

We commit to responding to support tickets on average within 1 working day, except for holidays and special events, ensuring you a timely and efficient service.

Paid Priority and Telephone Support

Understanding that there may sometimes be more immediate or specific needs, we also offer a paid priority and telephone support service. This service includes:

• Appointment-Based Phone Call: You will have the opportunity to schedule a call with a specialized technician, ready to assist you in configuring or responding to specific requests regarding the module.
• Purchasing the Service: This service can be purchased directly from the following link: Prestalia Telephone Support Ticket.

Frequently Asked Questions (FAQ)

• Q: How long does it take for the support team to respond?
  A: Our average response time is 1 working day, excluding holidays and special event periods.
• Q: Can I request assistance if my module does not have active support coverage?
  A: To take advantage of technical support, it is necessary that the module has active support coverage or the Business Care option active at the time of the request.
• Q: How can I purchase the priority and telephone support service?
  A: The service can be purchased through the following link: Prestalia Telephone Support Ticket.
• Q: How can I purchase the Zen option?
  A: You can purchase the Zen option for 12 months of updates through a dedicated product on our Prestalia shop, available at this link: Zen Option – 12 Months of Updates.

For more information or assistance, do not hesitate to contact us through our support channels. Our team is here to ensure the best possible experience with Prestalia products.