Opentao services operating instructions

Sites receiving marketplaces contents from OT Commerce Platform Services through OT Key are maintained by OpenTrade Commerce platform services. Actual service payment rates are freely available at en.otcommerce.com/products/service-payments

Document comes into force on July, 20, 2013

2.1. Services

Services include:

  • access to Taobao API (and other Marketplaces chosen by client when purchasing OpenTrade Commerce Platform), Taobao content real-time streaming to customers’ sites (and other Marketplaces chosen by client when purchasing OpenTrade Commerce Platform), Taobao API keys support (and other Marketplaces chosen by client when purchasing OpenTrade Commerce Platform), synchronization with any modifications applied to Taobao.com (and other Marketplaces chosen by client when purchasing OpenTrade Commerce Platform);
  • automatic translation of Taobao content (and other Marketplaces chosen by client when purchasing OpenTrade Commerce Platform) to Russian and English languages, translation efficiency (goods description and characteristics, sellers’ data).

 

Some data of OpenTrade Commerce based sites, namely user and orders databases - are an integral part of the OpenTrade Commerce Services and stored on OpenTrade Commerce servers.

Availability of these databases on OpenTrade Commerce services side is required for correct Platform and the client's site performance. OpenTrade Commerce guarantees the confidentiality of databases and undertakes not to provide them to third parties in any form. Also, we will not use these databases for our own purposes.

2.2.1. Service payments rates

A choice of three commercial service payments rates is available for the agent depending on number of calls to OpenTrade Commerce Services. Actual Actual service payment rates for OT Platform are freely available at: //key.otcommerce.com/service-payments-rates.

There is fixed minimum amount of service payment for all OT API Keys.

Note! Service payment is calculated and paid in US dollars for the the last day of month. Payment is made in US dollars at the exchange rate set at the date of payment by the Central Bank of the Russian Federation.

Invoices for payments are billed monthly by the 10th of the current month.

2.2. Website limitations in case of service payments non-payment.

All search methods are blocked except official Taobao search methods and client and technical support is limited in case invoice isn’t paid within 7 calendar days after invoicing.

Admin mode is blocked (unavailable) in case invoice isn’t paid within 14 calendar days after invoicing.

Key is banned by OT unilaterally in case invoice isn’t paid within 21 calendar days after invoicing.

Questions on payment debts or delays are dealt with OT managers in project Skype chat on an individual basis.

2.2.3 Removing key ban from website with service payments debt

Client has to pay service payments debt and also a penalty of 30 USD (price to remove ban independent of duration) to remove key ban from website.

2.2.4 Changes in existing rates and/or new rate input

Customers already connected to services have a right either to save former conditions of service payments or choose new service fee in the case of service payments change; new clients are connected to new service payment rate.

OpenTrade Commerce informs clients about new payment rules by newsletter and publication on Forum no later than 30 days before they come into force. Payment rules are mandatory after they come into force.

Changes in existing rates and/or new rate input are announced at https://en.otcommerce.com/, in OT Commerce newsletter and at forum.

2.3. Additional services performed through service payments

  • New functionality development and upgrades necessary for platform effective performance (see Products Chapter);
  • Client support and consultations (see below);
  • Technical support (see below).

 

2.4. Client support and consultations

Consultations of client support managers include general questions on OpenTrade Commerce Platform operation, organizational issues and clarifications and performed in client Skype chats.

Consultations are provided for only the main site domain, which was indicated by the site owner in Key request after purchasing it, or indicated as the sites’ owner as a primary for created instance key (in case of domain change, for example).

Consultations on subdomains and mirror-sites are not held by OpenTrade Commerce managers.

Response to customer’s request is guaranteed within 1 hour on weekdays from 9 a.m. to 6 p.m. (Moscow time). A prompt response is possible but not guaranteed at any other time.

Consulting services are provided on account of service payments except for consultancy concerning operations not related to OpenTrade Commerce platform scope. The above consulting services are provided on a paid basis.

2.5. Technical Support

Customers receive technical assistance and consulting services within technical support service.

OpenTrade Commerce Platform technical support is provided at support.otcommerce.com.

One-time online registration is required to access the service. Customer is entitled to send messages to OpenTrade Commerce technical assistants after registration.

2.5.1 Domain support

Technical support is provided for only the main site domain which was indicated by the site owner in Key request after purchasing it, or indicated as the sites’ owner as a primary for created instance key (in case of domain change, for example).

Other domains are supported by OT support on a paid basis (45 USD/hour on weekdays and 60 USD/hour on weekend and holidays).

2.5.2 Response time and conditions of technical support

Initial reviewing of request is guaranteed within 1 hour on weekdays from 10 a.m. to 7 p.m. (Moscow time). Further application processing procedures are described in Technical support operational procedures below. At any other time, a prompt response is possible but not guaranteed.

Detailed reviewing of request and solving is done within 5 working days depending on correctness of provided data and technical support workload.

Emergency cases, such as: site is not loading, errors in the order processing – come under review within 1 hour around the clock on the daily basis.

Platform and aforementioned services performance issues are solved by OpenTrade Commerce staff on account of service payments.

Problems caused by the customers’ and other party’s actions as well as the site significant customization are solved on a paid basis at hourly rates on actual basis. The above issues which are solved by OpenTrade Commerce technical support outside of working hours (from 7 pm to 10 am (Moscow) and on weekend and holidays) shall be paid at premium charge of 60 USD / hour.

2.5.3 Technical Support operating procedures

Customer sends a request to technical support service; a formed ticket (a task to the programmer) is labeled as "Opened";

Initial reviewing of ticket shall be performed within aforementioned terms; 1 of the 4 statuses is allocated to it;

“Processing” status means that ticket is accepted and queued for the technical support assistant reviewing; the customer is informed of the approximate time of the request review;

“At work” status means that ticket is sent to the OpenTrade Commerce platform technical specialist for further processing; customer is informed of the works execution approximate time;

“Awaiting response from customer” status means that technical assistant requested additional information from customer;

“Closed” status means that errors correction works are executed.

 

2.6 Temporary key ban

Key owner can temporary ban the key if required. Website will be disabled from OT Platform services, goods information and search options will be unavailable for visitors, admin mode is blocked for website owner.

Temporary key ban is provided after support request to OT Commerce of website owner at https://support.otcommerce.com.

Service payments (including minimum service payment) are not made in case of temporary key ban within all this period.

Key ban is removed after website owner support request to support.otcommerce.com and one-time payment of 30 USD.

2.7. Disputes Settlement

OpenTrade Commerce provides their customers with a 30-calendar-day-guarantee beginning from the day of problem determination, settlement of which was applied by customer to consultant staff or technical support service.

Within this period the diagnostics results of the problem reasons may be appealed against by the customer. Subject to customer’s reasonable grounds provided, cost recalculation of rendered services will be performed.

Service fees are charged and have to be paid till the end of site’s work until it is turned off from the OpenTrade Commerce Platform Services in case of principal impossibility to satisfy customer requirements.