VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
We recently posted about our new support policies which we feel will benefit all FusionBB users HERE.
If you wish to discuss those changes please use this topic to do so.
Billy Cooter
Managing Partner, VertexHost.com
|
|
Claude
FusionBB Fanatic
Posts: 1257
Loc: San Diego
Post Rank (AVG):
|
In response to VertexBilly
Sounds like a good plan to me. 
|
 sb1963
FusionBB Fanatic
Posts: 1297
Loc: UK
Post Rank (AVG):
|
In response to VertexBilly
Great news.
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.
What would be an acceptable time to wait for a response on the forum before submitting a ticket?
|
 Stephen
Mostly Harmless
Posts: 2512
Loc: San Deigo
Post Rank (AVG):
|
In response to sb1963
I would assume that the support team check the forums at regular intervals for new postings, one suggestion is a posted "schedule" or statement that x number of support staff share the monitoring the forums ever x hours, independently.
And also assume that each support staff have individual strengths and skills, not every 'issue' is that persons strong point - so they may defer it along to another support person.
By the nature of the post the support person would know or not if it needs to be escalated to the support ticket system so that the issue could be tracked, or assigned internally - and allows user to provide site credentials to support staff should they need access.
Stephen Dolenski
FileMaker 7 Certified Developer
FileMaker 8 Certified Developer
FM Forums.com Administrator
|
|
VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
In response to Stephen
At this time we are not setting any required time that a forum post needs to be made before escalating to a ticket. Though we ask that common sense be used based on the request at hand and it's level of importance.
Our goal is to continue to use the forum as the primary support interface. We believe that the sharing of ideas between active users and staff in conjunction remains the best support method. This type of support allows a user to poll many users and staff at once, whom may give multiple different solutions to an issue. Furthermore it allows other users, whom are just trolling the boards to get ideas on how to operate their board without creating additional support overhead.
We realize though that this does leave some holes in the level of support that is received when critical and unique support issues, especially those that seem to be a problem with he software rather then a configuration issue need to be addressed. It is to fill those gaps that we are launching this new support system.
The support team will continue to check the forums at regular intervals and help to fix issues their as quickly as possible.
However should a ticket put in we will be alerted to it.
As Stephen mentions each person does have their strengths and the support ticket system allows us to escalate a ticket to another member, which will help us track whom is currently helping you, etc.
Billy Cooter
Managing Partner, VertexHost.com
|
|
greg
FusionBB Community Support Specialist
Posts: 4804
Loc: Tombstone, AZ
Post Rank (AVG):
|
In response to VertexBilly
I would think that unless it's a critical problem, at least 24 hours should pass before "bumping" the request either in the forum or a ticket. One support board I use will actually give a user a "strike" if he bumps or otherwise comments on a question he's asked, unless it's to update the information, before a 24 hour period has passed. Not saying Fusion should be that anal, but rather to just give an idea of what other support boards are doing. Of course if you board is offline I'd say that would warrant a support ticket if you have that available via your yearly upgrade subscription.
|
Couchtomatoe
Code Monkey
Posts: 2805
Loc: Richmond, Virginia
Post Rank (AVG):
|
In response to greg
Very Nice Knowledge Base Billy!
|
VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
In response to Couchtomatoe
The thanks on that goes out to Lori, the documentation goddess.
She has worked really hard on getting everything ported over.
So as always a big thumbs up to Lori!
Billy Cooter
Managing Partner, VertexHost.com
|
|
Jason Stix Buckley
FusionBB Fanatic
Posts: 1884
Loc: Concord NC USA
Post Rank (AVG):
|
In response to VertexBilly
As far as the $39.00 yearly package that is for "1 Year Support and Download Access," how does that work in coordination with this? Is that cost now only for download access since you are charging for additional support beyond the forums and the ticket process (which both appear to be for anyone to use)?
Jason "Stix" Buckley
Owner / Founder
Stix Fx Entertainment
www.stixfx.com |
|
VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
In response to Jason Stix Buckley
The forums are open for anyone to use.
For $39 you have access to your downloads as well as the ticket system. However we still prefer that everyone post via the forum first and then if you need additional help post via the ticket system.
So we have added one on one support for the first time every at no additional charge to customers with active support.
The additional $75 per plan is for people that want us to actually log into their board and configure items for them. Many times we have users that ask us how to configure something, when we tell them (this would be the one on one support via the desk) they ask "Can't you just log in and do this for me". In the past we didn't do that, now we will for $75 an hour.
Billy Cooter
Managing Partner, VertexHost.com
|
|
 JoshPet
FusionBB Developer
Posts: 6577
Loc: Charlotte, NC
Post Rank (AVG):
|
In response to VertexBilly
Just to clarify "support" in the past, has meant access to download updates. That's what the $39 has always been for, access to the member area to download newer versions as available etc....
Feel Better, Feel Younger, Sleep Better - Trans-D Tropin
Visit www.BuyTransD.com - use coupon code 1004 to save $20 |
|
Jason Stix Buckley
FusionBB Fanatic
Posts: 1884
Loc: Concord NC USA
Post Rank (AVG):
|
In response to JoshPet
Ah, cool. Thanks for the clarification.
Just a personal suggestion, I would revamp the wording with the "support" with that package. It is a bit confusing as is since I would assume many people are like me that think support means support assistance, not just access to the license area.
Maybe do this:
1 Year Advanced Support* and Download Access
* = Support and forum program issues should be posted in the FusionBB.com discussion forum, which is free for anyone to use. If your question or issue is not corrected within the forum by the community, paid members can contact a FusionBB.com Professional by using our Advanced Support System.
Thoughts?
Jason "Stix" Buckley
Owner / Founder
Stix Fx Entertainment
www.stixfx.com |
|
Stephen
Mostly Harmless
Posts: 2512
Loc: San Deigo
Post Rank (AVG):
|
In response to Jason Stix Buckley
how about:
1 Year Advance Maintenance License
Maintenance allows for access to downloads during your paid term, allowing access to downloads for the licensed domain.
Many software vendors offer a Maintenance License to allow users to gain upgrades during the term ( 1 year) allows them to maintain current version.
Stephen Dolenski
FileMaker 7 Certified Developer
FileMaker 8 Certified Developer
FM Forums.com Administrator
|
|
sb1963
FusionBB Fanatic
Posts: 1297
Loc: UK
Post Rank (AVG):
|
In response to Jason Stix Buckley
- Jason Stix Buckley]Ah, cool. Thanks for the clarification.
Just a personal suggestion, I would revamp the wording with the "support" with that package. It is a bit confusing as is since I would assume many people are like me that think support means support assistance, not just access to the license area.
quote Said:
Yep - I read it as access to downloads plus support. It's certainly worded that way in the client area & features page - unless they are pre-emptive edits?
If it was just for downloads it would make sense to hold off paying a renewal until a upgrade was available & I guess some years you'd get more for your money depending on the upgrade rate.
|
VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
In response to sb1963
I think it is fair to say that it comes with support.
For years support was only available via the forums, but it was only available to people whom had their support membership up to date.
When we launched the new licensing / billing system we opened the forum to everyone.
Now we have seen that another level is needed and we launched the support desk, which is again only open to license holders who are current on their support.
So having your support paid up does get you more then just downloads.
Billy Cooter
Managing Partner, VertexHost.com
|
|
backupguy
FusionBB Contributor
Posts: 125
Loc: Pleasanton, CA
Post Rank (AVG):
|
In response to VertexBilly
Congratulations on getting the KB up and running. I know from experience how hard it is to create a good KB.
|
sb1963
FusionBB Fanatic
Posts: 1297
Loc: UK
Post Rank (AVG):
|
In response to backupguy
Looks good - familiar to vertexhost customers!
Just a suggestion - could do with a link back to main site.
|
VertexBilly
FusionBB Addict
Posts: 862
Loc: Las Vegas, NV
Post Rank (AVG):
|
In response to sb1963
Looks good - familiar to vertexhost customers!
Just a suggestion - could do with a link back to main site.
Sorry about that, got so wrapped up in everything else that I forgot to do that.
Will get a link in there shortly.
Billy Cooter
Managing Partner, VertexHost.com
|
|
03-08-09 12:31 AM - 