Support included in all packages

First-hand help—from the people who develop XONIC.

Personalized support directly from the manufacturer, included in every XONIC package. No bots, no hold times, no detours.

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Support ticket #33421ResolvedResponse within 1 hour
MK
M. Krause · 9:12 a.m.
Hello, can I set different shipping rates for each destination country?
XO
XONIC Support · 10:07
Yes, you can do that directly in the shipping methods. We’ve linked the appropriate setting in your store and attached a brief guide.
Answered by real people—no AI, no generic templates
100 %
People, not AI
Included
in every XONIC package
20+
years of e-commerce experience

Why XONIC Support

What sets our support apart.

100% human, not AI
You’ll speak with real experts—no bots, no scripts, no endless drop-down menus.
Direct from the manufacturer
No call centers, no agencies in between—you’ll reach the team that develops XONIC. First-hand help.
Proactive PHP error monitoring
We keep a close technical eye on your store and detect many issues before you even notice them.
Included in every package
Support, major updates, and patches are included in every XONIC package—at no extra charge and with no revenue sharing.

Reliability

Response times you can count on.

Every XONIC package includes a guaranteed initial response during our business hours (Mon–Thu 9:00 AM–5:00 PM, Fri 9:00 AM–2:00 PM, excluding legal holidays). As you upgrade to a larger package, the speed and scope of our support increase.

  • Support, major updates, and patches included in every package
  • Email and ticket support in all packages, phone support starting with the Professional package—Premium and Enterprise with extended hours
  • Premium and Enterprise: emergency support on call (8 a.m.–midnight, Monday to Sunday; call-outs charged)
Standard
Initial response on business days
48 h
Professional
Initial response on business days
24 hours
Premium
Initial response on business days · emergency support on call (call-outs charged)
12 h
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How to reach us

How to reach us—quick and easy.

Support Ticket

The fastest way for existing customers: can be submitted around the clock, fully documented, and guaranteed a response.

Phone Hotline

Support hotline starting with the Professional package: Mon–Thu 1:00 PM–5:00 PM, Fri 12:30 PM–2:00 PM. Premium and Enterprise customers can also reach us in the mornings.

Contact Form

Not a customer yet or have a general question? Write to us—we’ll get back to you personally.

Frequently Asked Questions

All about XONIC support.

Is support really included in every package?
Yes. Support, major updates, and patches are included with every XONIC package. Response times get shorter with larger packages; Premium and Enterprise also include access to emergency support (call-outs charged).
Am I talking to an AI or to real people?
Exclusively with real people—experts who truly know your store system.
Are there guaranteed response times?
Yes: Initial response within 48 hours for the Standard package, 24 hours for the Professional package, and 12 hours for the Premium and Enterprise packages—all during our business hours (Mon–Thu 9:00 a.m.–5:00 p.m., Fri 9:00 a.m.–2:00 p.m., excluding public holidays). You can find all the details in the Support Service Description (PDF).
How do I contact support?
Via a support ticket in every package, and by phone through our support hotline during the specified hours starting with the Professional package. Prospective customers can reach us via our new customer hotline.
Included in every package

Support included—at no extra charge.

At XONIC, support is included in the package—at no extra cost and with no revenue share. Simply choose the package that fits your team.

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Includes
  • Support, major updates, and patches
  • Personal contacts instead of call centers
  • 100% human support instead of AI
  • 0% revenue share