Can I customise the Live Help chat window images and styles to match my web site?
Yes, you can change the images, logos, text etc. within the Live Help settings and language pack files. The only restriction on customising is that you shouldn't remove the copyright line at the bottom of the chat window. This requires an additional fee to remove.
How can I purchase your Live Chat software?
You can order our Live Help software using your Vista, MasterCard or American Express credit card. We also accept PayPal orders at http://livehelp.stardevelop.com/pricing.htm
Are there any hidden fees? Is the fee monthly, annual or one time?
There is no hidden fees, monthly fees or annual fees. We also offer add-ons such as an installation service for US$49.95, copyright line / link removal for US$249.95 and the iPhone app for approx. US$14.99 / iPhone.
If the software is installed on your own web site then you only pay a one-time fee. i.e. our single domain license (US$159.95) and multiple domain license (US$299.95) do not require any monthly ongoing fees. Our Live Help Hosted service obviously as monthly fees as this is managed on our web servers. This product offered is detailed separately at http://livehelp.stardevelop.com/hosted/
When will you provide an application for Blackberry, Android and Windows Phone?
Currently we only offer an iPhone and Android app for our Live Help software. We are considering other mobile platforms and we plan on adding an Windows Phone, iPad and Blackberry applications in the future. As you know, between all the different mobile platforms (iPhone, Blackberry, Windows Phone, Android) there is quite a few different platforms to support and this will take time.
Why don't you have plans to support Windows Mobile 6?
We do not have plans for the current Windows Mobile 6 application. However we do have plans to release a Windows Phone 7 application before the end of this year. Windows Phone 7 is the new Windows mobile operating system and is replacing Windows Mobile 6. Microsoft is not providing backwards compatibility and we are very impressed within the upcoming Windows Phone 7 so we believe it is best to focus on that upcoming release rather than a platform they are ending support for soon. Details on Windows Phone 7 is available at http://www.windowsphone7.com/ if you are interested in that.
Do I need to purchase the Android app for each device?
Yes, the Android app is licensed per device. You need to purchase a separate Android app for each device or phone, that you wish to use the Live Help Android app within.
Is iPhone App fee one time or monthly?
The iPhone App is a one-time fee, there is no monthly fees if you have the Live Help Server Software installed on your own web site.
Why do I need to pay extra to remove the copyright line / link at the bottom of the chat windows?
We don’t include the copyright line / link removal within our standard licenses as this allows us to keep our license costs to a minimum. Many people prefer to pay less and leave the copyright line / link at the bottom of the chat window. Due to this we decided to add the copyright option as an extra add-on. If you wish to purchase this option then we may be able to offer you a discount, feel free to contact us.
How will I reach Technical Support?
You can reach technical support via. email or lodge a ticket at http://livehelp.stardevelop.com/kb/ticket/ or via. Live Help chat. We do not offer telephone technical support at this time.
You can also reach us on the Live Help chat if the Support department is available. Please do not contact the Sales department if Technical Support is offline as these departments are separate and Sales can not help with technical support.
Why don't you offer telephone technical support?
We believe that Live Help chat software can replace the telephone for an online business in 98% of online stores. For example one of the many benefits is that you can chat with many visitors at once over Live Chat however you can truly only handle a single telephone call at a time. In the future we may offer telephone technical support, however at this time we are focusing on providing Live Chat technical support.
I don't want to upgrade, any older version avaiable for download?
Sorry we do not keep older versions available for download, this may be due to various reasons such as security improvements, new authentication improvements etc. We highly recommend that you always us the latest Live Help software release at all times.
Can I download your latest version even if I purchase the Live Help through WHMCS?
You need to access your downloads from the WHMCS web site if you purchased from their web site. You can’t access our customer area if you placed the order through WHMCS. WHMCS will have the latest releases of our software as soon as they are made available.
I purchased Live Help through WHMCS, do I also have an account for your web site and customer area?
At the moment WHMCS customers that have purchased our Live Help add-on do not need an account for our customer area. All updates will be made available from the WHMCS web site. You can access the latest Live Help Server Software downloads within the WHMCS client area. All other downloads can be accessed at http://livehelp.stardevelop.com/kb/ under the Latest Downloads section on the right column.
I purchased Live Help from WHMCS, can I ask technical support from you?
Yes you can contact us for technical support, however you don’t have an account for our customer area / downloads. You need to access your downloads from the WHMCS web site if you purchased from their web site.
I want to update my account, I can't access it, how do I do it?
You need to contact us via. email if you would like to update your account.
How will I set up the VoIP and call back feature?
The VoIP call back button can be setup on your web pages by using the HTML code at http://livehelp.stardevelop.com/documentation/code-voip.htm This code will add the call back button to your web site. You can then configure the VoIP settings within the Settings tab for Skype or your Asterisk extension. An Asterisk server would need to be used for your VoIP telephone to work as expected, you then enter your extension details within the VoIP settings. Please free to contact us directly for technical support if you need any assistance.
Can I install Live Help within a sub-domain?
Yes you can install the Live Help software within a sub-domain, the sub-domain and installation would need to be located at something like http://chat.yourdomain.com/livehelp/ The /livehelp/ folder is still required by our software to function as expected.
Do you offer a trial / demo version of your software?
Unfortunately we do not have a trial / demo that you can install on your own server. Our Live Help software is distributed with the full PHP source code available. Due to this it is not possible to limit a trial version. We offer a 30 day money back guarantee instead of a trial, if you are not satisfied with our software for any reason. Simply you delete the software and email us for a full refund.
Do I receive software upgrades?
Regarding upgrades, you receive major and minor updates to the Live Help Server software. Minor updates are included for the Live Help Windows application, major updates to the Windows application may incur additional fees in the future. We have never charged for an update since our first release in 2003.
Single Domain License vs. Multiple Domain License, can you please explain this further?
In contract to this, the multiple domain license allows you to use the Live Help software on all your company domain names. It does not allow your clients to use a copy of the Live Help software for their web sites. The license can only be used by one company (different companies require their own software license and we have a reseller program for reselling our software) This license is best for a company that has multiple domains, for example you might have a domain for each of your company’s products and services.
Do you have a reseller program?
Yes, we have a reseller program that is currently in development. The pricing starts at approx. 25% discount on individual reseller licenses and increases if you pre-purchase a bulk license pack. Please contact us if you would like further details on the reseller program include the terms and conditions.