Frequently asked questions

We have compiled a list of frequently asked questions about HALIXO.  They are categorized below for your convenience. Feel free to contact us for any other questions.

General information

I have never sold online before, we are a startup…can you help?

YES, startups are always welcome!  We have started most customers from scratch, and we’re experts at it.

I already have a store, why should I consider HALIXO?

If you are already selling online, then you know that converting browsers into buyers is the heart of your operation.  Switch to HALIXO, and gain at least 20% improved conversion rate to your existing shopping cart store…GUARANTEED!

Hosting and e-mail

Where do I host my website and e-mail?

Halixo is a hosted-solution, which means, we take care of EVERYTHING.  Your site and e-mail are securely hosted with us for the same package as our software and support.

What if I don’t have a domain name?

We can help start-up companies pick and purchase a new domain name through their choice of domain providers.  We can maintain the domain, acting as an Administrative Contact, to remind you about renewals.

Set-up

How can I setup a lot of products quickly?

You can use a spreadsheet tool such as Microsoft Excel to import hundreds, or even thousands of products quickly.  Use the HALIXO Data Import/Export tool.  The export feature allows you to quickly download all of your products and edit them quickly.

How long does it take to set up a new store?

It depends on the number of products required to launch your store.  We always recommend launching quickly to benefit from search engine crawlers while more products are being added.

Pricing & billing

What is your cancellation policy?

At HALIXO, you don’t have to sign any long-term contracts.  Cancellation is done within a 30-day notice, no strings attached and with no additional charges or penalties.

How much does HALIXO cost?

All HALIXO customers enjoy the same set of features no matter how small or
large they are!  They all receive regular updates to the software and UNLIMITED support.

The difference in pricing and service is based on the company size and number of products. The larger the site, the more bandwidth is required. Plans start at $50 CAD/month, and can go up to $250/month.

What if we discover a bug in our site, will this be billed?

Once an error has been identified in the site, repairs would begin on the same or next business day and all other feature development is paused until repaired. This is included in your monthly support agreement and has no additional fees.

What about adding products, categories, content, etc?

Halixo will provide help and support, from 9 am – 5 pm AST, Monday to Frida,  on how-to use the available features . However, implementation of specific administrative changes is not included and will be billed on an hourly basis. For example, adding products to your site, reviewing and updating customers’ orders, etc. Hence, all administrative functions are outside of our support agreement, and will be done on a case-by-case basis.

When will my monthly billing begin?

We are a hosted solutions provider, which means billing begins 15-30 days from the day your site gets launched. Therefore, billing will begin even if the store is not loaded with all of the products. The reason for this policy is due to the varying time that clients my take in adding their products and completing all changes on their site.

What is your cancellation policy?

You are not obligated to sign any long-terms contracts, so simply provide us with a 30-Day notice, and billing will stop at the end of the 30-Day period.

What are my responsibilities?

You will simply add/manage your products, provide site content, and respond to customer inquiries and orders. We show you how to do such things for free, as it is included in the service level agreement. However, if you wish for us to do such things for you at an hourly rate of $75/hour.

What are the most commonly requested items outside the Support Agreement?

Most new customers request graphical enhancements before fully launching the site. Afterwards, the most requested items in Search Engine Optimization.

What if I need help improving my store and conversion rate for sales?

Analysis of your current and previous status of activity, and analyzing/improving conversion rates would be done on an hourly basis by collaborating with the client. This may be done through SEO, usability improvements, online marketing ideas and one-on-one consultations.

What can I expect for response time?

When it comes to emergency support related to the functionality/availability of your site, we respond within 3 hours. Regular assistance on the use of the site’s administration features is available 9-5, 5 days a week with a response time of 1-2 business days.

Developing new features and enhancements (whether custom, or general) is done on a first-come, first-serve basis and is implemented by our dedicated developers. Access to the current schedule of tasks is available online here. We will, from time to time, modify the sequence of new implementations if there are overwhelming requests by our clients.

What about changes in your fees?

We may change our fees with a 60 day notice by postal mail, electronic mail, or phone notifications.