How to request support!

twhiting9275 · 06:03 PM

Hello,

This is a 'community support' project. While I understand that I do a lot of the support, PM'ing me directly for support is not an option. In fact, I've made it not an option by turning OFF all PM's. If I need information from you directly, I will request it, and enable the option for you to PM me.

If your forum is having a problem, please, follow the following guidelines to get support.

Step One: Check this forum for unresolved or open issues.
If your forum is having a problem, check announcements, see if something is posted. I will tag all RESOLVED issues in this forum as such.

Step Two: Use the Search utility. It's there for a reason.
This is the primary reason for this being a 'community support' project, so that the community itself can benefit from experiences.

Step Three: Post

When you're posting a thread , make sure you post it in the appropriate forum. If you're having a non forum specific problem, or have a non service related query, use this forum , otherwise, post in one of these forums.
Make sure that you use the appropriate prefix so that we can help you out better, and so that others may learn from your posted thread. This way, we don't end up having to repeat things.
Make sure that your post is descriptive, and it doesn't contain generics, such as "I'm having the same problem as before". This doesn't help us, and it doesn't help you get the problem resolved. In fact, it will only
frustrate the support process.
Make sure that you've filled out your profile so that we can look at your forum to see if there's something you're not seeing
Make sure that you post for us EXACTLY how to reproduce the problem
Most importantly
Make SURE that we can get to your forum. If you want help from us, you need to make your forum public, at least temporarily. Without this, we're really unable to do much to help. If we can't see it, it doesn't exist.

twhiting9275 · **Helpcenter Live -** 06-03-2008, 10:47 PM

I've added a new support option, called "HelpCenter". This option is now available to all "Premium members".

Because the option requires a more one on one support method (as opposed to a public support method), this method is a yearly $25 subscription.

Advantages to using Helpcenter Live:

-- Instant administrative notification of new tickets and responses
-- Private responses, dedicated to working out your issue as quickly as possible
-- Faster resolution times (possibly) due to the instant notification of tickets and responses

The standard "support" method is still intact, in fact, it's encouraged, due to the public nature of it. However, this is just a way to obtain support faster, and more one on one oriented.

To become a "premium member" (more options WILL be added later):
-- go to your User Control Panel
-- Find "Paid Subscriptions"
-- Click on the "Premium membership" subscription
-- Signup
-- Return to the forums after paypal signs you up.

When you do all that, you SHOULD have direct access to HelpCenter. If you do not, please post a "Other Support" thread and I will investigate the matter as quickly and effectively as possible!

Again, this does NOT mean free support is ending, but this provides individuals with a way to
A> Support TJWI (we do some pretty good stuff)
B> Obtain support via a more one on one basis.

Free support WILL continue for as long as I have the ability to do so.

Tom Whiting,