Support and Service

We believe that you need support to be succesful. At Freeportway all of are products are backed by a support staff that is knowledgabe, helpful and reliable.

(Please follow these steps for the quickest solution to your problem)

1. Check our FAQ's

2. Refer to your user guide for the product you purchased. All user guides are located in our Help Desk, or on your Freeportway Dashboard.

(User guides are available in the Help Desk by going to http://helpdesk.freeportway.net)

3. Log into the Freeportway Help Desk enter a ticket or send e-mail to support at freeportway.com. This is the best and easiest way to connect with our support staff. Here you can create an account and track your requests, add additional info, or chat with the support agent working on your request. If you do not have a Help Desk account you can still submit a ticket to our staff by emailing support@freeportway.com

4. Call our office Mon - Friday, 10AM - 7PM EST time.

617.934.0822 (press 2).

We have support staff at our office. If you call us, an agent will access your problem and enter a ticket into the Help Desk for you. There it will be assigned to the first available agent and handled as quickly as possible.

What if you have an emergency?

Customers who have emergency 24/7 support with Freeportway have instructions in their account information about how to obtain Emergency Support during off-hours and holiday's.

Support Frequently Asked Questions

I have a problem or issue with my Web site which is not a non-emergency, what are the procedures?

Customers are responsible for the maintenance and editing of their site pages. However, there are times when you've edited or changed a template or page and something is not working right. If you need assistance with editing or changing your site, the best possible means of support is to file a ticket with Freeportway by sending e-mail to support at freeportway.com and give a detailed description of what the issue is. These sort of problems are usually resolved in 24 to 48 hours. Lastly, depending on the issue, you might be charged a support fee if the problem is not something that can be easily resolved, you will be contacted if this is the case.

I want to change my shipping costs and how can I do that?

If you are using the BizSync On-Demand product, then refer the X-Cart documentation.
If you are a BizSyncSEO or BizSync customer, then enter a ticket and describe the changes. If you are making a considerable change to your shipping plans, you might need to contact Freeportway directly and discuss the changes. If you are simply changes prices, open a ticket and attach the document with the changed price plan, this is covered under your support and service agreement.

I want to make an ehancement or change to the site, is that covered under support and service?

Additional enhancements are not covered under your support agreement, If you seek to additional enhancements to your site, contact the BizSync Custom Shop.