Frequently asked questions

The setup cost factors in our time to set up and implement your platform. In addition to a set-up cost, you may also incur costs for design, custom development, integration and any other add on's required for the successful implementation of your project.

With Comgem you have a number of design options, to tailor to your requirements and budget.

For customers who are more flexible with their design needs we offer a standard design service which includes homepage asset and theme only. For customers who require a more made to measure service we offer a completely custom design service - where we will typically design a homepage, category details and product details page. We can provide the design of additional pages if required, at an additional cost.

Equally if you have your own design we can explore to incorporate this, and advise on best practices for our team to implement for you, or you can implement using the CSS tools offered as part of the admin.

Your monthly service charge includes:

• Standard hosting
• Standard 9am - 5:30pm support
• Platform upgrades

For customers with more enterprise requirements we offer additional hosting and support options.

Yes. As part of our design process you will 'sign off' your design. This means you can be completely confident your design will be fit for purpose and no nasty suprises upon go live.

Additionally as part of our enterprise design service you'll benefit from our design satisfaction guarantee in that you can be confident you'll love your design no questions.

Our team are passionate about helping customers succeed. Our standard support provides customers access to our support desk between the hours of 9am - 5:30pm Monday to Friday. Our standard support includes:

• Assistance with using the platform
• Addressing bugs which affect a number of customers as part of our standard release process
• Access to the Comgem Community where you can view roadmap items and make suggestions on using the platform
• Access to our product feedback programme
• Access to monthly 'group' training sessions covering various topics to help you maximise your platform benefit

Our support includes a fair use of 5 hours per month. For customers who consistently exceed this, we will recommend either additional training or an enhanced support plan

Yes we do! Take a look at our API documentation via by clicking here.

As part of the set up we will deliver a number of training sessions depending on your package. However if you require additional handholding or training for a new team member, additional training sessions can be purchased. Contact our team on 01656 330 360 to find out about purchasing extra training packs.

No. Comgem is provided as a software as a service, which means aspects such as hosting are taken care of for you.

Yes we do offer customisations. We understand that sometimes a customer require something specific, and we are happy to make this happen.

If you have a specific requirement that is not covered as part of our platform, our team are happy to work with you to understand your requirement and provide a quotation to implement.

Once you have agreed the scope of your requirement this will be passed to our development team to implement.

If you are looking for an integration that isn't on our marketplace, get in touch with us. We are always happy to integrate with third parties and as part of the scoping phase will provide you with a quotation for any integrations.

Implementing a successful software project requires teamwork on both sides!

As we approach your project we will guide you in terms of what needs to be prepared and when. However its always useful to have the following to hand:

• Logos & branding
• Images
• Data - products, customers and pricing
• Payment gateway details
• Integration details
• Domain details

At the commencement of the project we will go through a detailed implementation survey. This will confirm our understanding of the project based on our scoping exercise and confirm any costs agreed are correct.

Following the implementation survey there will be a series of next steps and gathering information including preparing data.

If your project incorporates design, this will take place whilst you are preparing your data for import - in readiness for the configuration and implementation phase.

Once the design is signed off and your data is ready to import we will begin the configuration phase. This includes any custom developments, integrations and implementation of custom designs.

After development, the project will be reviewed by our QA team and once they are happy we will hand over to you ready for training and content population.

Once you have added your content and set up your customer account, we are ready to go live.

Once you become a Comgem customer you will be allocated a Project Manager who will oversee your implementation and provide you with weekly project update reports. Additionally we will provide you with a link to your very own Trello Board - where you can see exactly where your project is and what is outstanding. This ensures you have visibility over your project at all times.

Our projects follow a proven process, this includes clear milestones that need to be signed off before we progress to the next phase / stage. We understand sometimes changes happen. Where a change needs to be implemented this will be reviewed by the team as part of a change request. The change request will document the reasons for the change, and then provide the impacts of the such change. You can then choose whether you would like to pursue the change or not.

Yes! For most customers their business is continually evolving, as such we have made the platform to be as flexible as possible, to allow for design refreshes, the facilitation of additional modules / custom developments.

The timeframes depend on many things for example whether you have your data ready, whether you have custom developments or integrations.

For a standard out of the box solution, this can be implemented within 8 - 12 weeks after design sign off and hand over of customer data.