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jmad

Priority Support - Please Provide Link to guidelines or policy

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jmad

According to the DMS pricing, priority support is included.  Where can we find a copy of the priority support guidelines or policy?

 

What hours/days are covered.  What's the turn around time for a response? 

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Danny

Hi,

 

Priority support:

Means that users of the Pro version of DMS take priority over users of the free/lite version, who do not receive extensive support. We will answer only basic questions and will only provide links to resources for customization questions, unless the forums aren't busy, where we will be more extensive.

 

Response & Staff Activity:

We aim to have a member of staff available around the clock. However, due to the many time zones and different holiday periods, this isn't always the possible. Also, our support is limited at weekends.

 

We reply to topics as fast as we possibly can and try to have a 15minute turn around for new topics. Our staff have a que system which lists topics, we then answer them in the order of oldest to newest. Once all these topics have been responded too, our staff will then reply to topics that have just received a new reply. In regards to our response to new replies, our turn around for will be within 24hours. Using the @mention system will not give a fastest response nor will sending pms, friend requests or bumping topics.

 

Policy:

Our policy is not unlike any other support forum. Our staff will not cooperate with users who are aggressive, rude or use profanity. We believe in karma.

 

Users should only ask one question per topic, this is due to ease of moderation and search indexing reasons. If multiple questions are asked, users searching for a answer may not find it due to the answer being given in a topic with a different title.

 

Users should not create multiple topics for the same question, this is unacceptable behaviour and our staff may be incline to give a warning.

 

Users deemed spamming our forums, will have their account banned.

 

Users are required to provide as much information as possible, if this means a wall of text please use bullets and line-breaks for ease of reading, users should also include their hosting provider and the package they're using i.e. shared hosting. User debugging should have already been completed prior to posting, this means:

  • Making sure Wordpress, your PageLines product and plugins are all up to date.
  • Cache plugins are have been flushed and disabled, we can not provide support to users who have an active cache plugin.
  • Debug mode has been activated.

 

Helpdesk:

Our helpdesk (hello at pagelines dot com) is for pre-sales questions, account/billing related issues and nothing more. Unless our staff specifically ask for your sites admin username and password in the support forums. The helpdesk is not for feedback or any technical support. All customization/technical support questions will be directed to our support forum.

 

Support Forums:

 

The PageLines support forums, are a place where users can provide feedback/ideas, ask questions related to PageLines products, technical support questions and just hang out and talk about anything or everything, as long as its suitable.

 

What we cover:

 

We only support our products, this includes assistance with installations, configurations and use. Legacy themes will receive support, but our staff will advise upon providing support, to upgrade to our latest product.

 

What is not covered:

 

We can not provide support to users who are using old versions of our products, if they're, we will politely ask them to update to the latest version.

 

We do not provide support for third party plugins, if you encounter an issue using a third party extension you will need to contact their support. Our staff will also ask for you to disable that third party extension before providing support.

 

We do not provide support to users who have cache plugins active, they must be disabled prior to posting.

 

We do not provide support to users who have made changes to the core files, do so will void all support.

 

We do not provide Wordpress support, you will need to use the WP.org forums for general Wordpress questions.

 

We do not provide extensive customization support, this includes CSS/LESS, Javascript, Hooks and so forth. However, this is left to our staffs discretion. Our staff will do their very best to provide you with the appropriate resources to customize your site.


Please search our forums, before posting!

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jmad

Thanks.  Needed this for a client.

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Danny

No problem.


Please search our forums, before posting!

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