They do NOT offer phone support, but 24hr helpdesk access (with a 10 mn SLA reply)
if you just need phone support to help you use the features of the cart, then that is not what I call support and in that case, email is just fine.
Good software does not need (much) support.
Well documented software does not need (much) user training.
One thing that Volusion did early is to USE THEIR OWN SOFTWARE to SELL THEIR SOFTWARE. This was as obvious as it was brilliant in my opinion. They setup the "product" as a free trial -- potential customers could sign up with no credit card and do it themselves with no help -- and there was a toll free (1-800) phone and live pre-sales chat support 24/7.
Not only did this mean the software had to run right for Volusion themselves 24/7, but when they'd update or upgrade the software, they had to update their own site, (the company you are recommending seems to have missed this point: What "decent" software company needs to shut down their we presence completely to revamp their website -- to me it's an indication that future updates of the software could leave store owners in the same predicament).
I'm not knocking ANY ecommerce developer -- it's probably the hardest class of software to develop -- you need to deal with many types of products and services, multiple vendors, payment methods, shippers, etc, etc... AND make it all works well, work fast, look great -- and work for many types of sellers.
We have had many ecommerce websites for years, do you have ANY? If you do not then how could you possibly put yourself in my shoes / in our shoes?
As I said in my first post on this thread, I've built and customized Volusion stores for the past 6 years.
I've tested, built, worked with, or customized many, many ecommerce solutions over the past 25 years, (before the web I was a BSS sysop and 3rd party software developer and worked with online sales programs and merchant accounts using native BBS technology).
I have several customers that do $1-$5M annual sales through stores I've either built or helped build (and customers who I've worked with for up to 10 years where they trust me to manage the technology side of their online business).
I am willing to look into your provider's solution -- they may have the next great cart -- but not answering the phone 24/7 in this "age of instant satisfaction" is not a good idea, (IMHO).
Feel free to sticky me the URL of an online store using the cart -- I'd be interested to see the user facing interface.
If it looks good, I'll call them on Monday and see what they have to offer.