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VertexBilly FusionBB Addict Posts 862 
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03-04-09 11:31 PM - Post#80586
There has been some confusion over our support policies recently. We have reviewed these policies and are making some changes which we believe will not only lessen the confusion but will also improve the general FusionBB experience. When FusionBB was first launched many of you were direct development customers of Josh and Dave, they were already intimately familiar with your boards. That coupled with the relatively small user base made it very easy for them to log in to most users sites to fix their problems even though FusionBB has always used forum support as the only advertised support method. Due to the forum support not being heavily enforced, along with some changes to our forums (i.e. any registered member can post questions) there has been a lot of confusion and some have come to expect us to login to their forum and basically manage it for them. For this reason we have had to put our foot down. However we have also realized that forum based support is not the best way to treat every single problem. So starting on Sat, March 7th, 2009 we will be opening our brand new support desk. Our support desk will allow users to log tickets which will allow for better 1 on 1 interaction with our staff. Also the new support desk will have a much easier to navigate and search version of our knowledgebase. Our new support procedures will be: 1.) Post your question to the forums. This will be our first line of support. This is available to all users (with and without an active support subscription). Posting to the forums remains an integral part of our support. It allows our answers to easily be seen by many users and help them resolve the same questions, which is not done when answered privately. If your question is not resolved via the forum post then users with current support subscriptions can use: 2.) Submit a ticket to our support teams. Tickets will be responded to within 12 hours and we will be able to resolve most users questions within 24 hours. Via the support desk we will help users troubleshoot their server and software configuration problems, however we will ONLY login to your actual forum to fix an item or look at an item if it appears to be a problem with the actual FusionBB software itself or if it is a problem with a configuration we made while performing a paid service (i.e. a professional install, professional upgrade, etc.) 3.) For users whom need additional support we will offer a new hands on configuration service. Our hourly rate for custom configuration is $75, this does not include customization of the scripts themselves (please contact us for a quote on that) but on the actual system configuration. Though we are more than happy to discuss configuration settings via both the forums and support tickets we do know there are a lot of users whom would love to have us login and set things up or do initial and or complex configuration settings for them. There is a 30 minute minimum charge for this and we usually have to schedule our services at least 48 hours in advance. We know that these new support policies are a bit different then what has been followed over the years, but they do give more options to our users then what we officially provide now. Furthermore it allows us to better support all users as our use base grows. Using the support desk will also make it more simple to track the status of your requests when multiple people are involved in helping solve a problem. Please discuss this topic HERE.
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VertexBilly FusionBB Addict Posts 862
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03-08-09 12:15 AM - Post#80629
You'll find the new support link in the upper right corner takes you to: http://www.fusionbb.com/support. You can login with the email account associated with your forum account here at fusionbb.com and your forum account password. You'll also find that our new KB is available here: http://fusionbb.com/support/index.php?_m...
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