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StackIdeas New Support Policy

StackIdeas New Support Policy

Attention folks, 

As numerous feedbacks came in from StackIdeas support team during our weekly meeting, we would like to address some real issues that our support guys has been going through.

Our support team has been graciously doing favors for our users, which is great generally but some web agencies have been exploiting our favors thus it snowballed into a much bigger issue that went against the policies we adhere on.

To rectify this, we have decided to revise on our support policy and set some boundaries to protect you as our loyal customers and our organization. The new support policy would be strict, but it will not jeopardize the quality support we promised to deliver. You can still count on us!

Here are some gentle reminders for you:

  • Please assign your domain to your license to obtain support in future. You can do so by accessing your dashboard.
  • Support request should be posted on our forum which is also a ticketing system. 
  • You can opt for your tickets to be private, the private ticket will only be visible to you and the support team.
  • Please do not reply to emails generated by the forum as it will be ignored. 
  • We do not do customization work for our products, however we do extend our services upon request and it depends on case by case basis. Kindly send in your request here.

We really appreciate that you would hear us out with an open mind and heart. Because without you, StackIdeas would not be what we are today. :)

 

Comments (14)

Quick question :

Please assign your domain to your license to obtain support in future. You can do so by accessing your dashboard.


If I'm right, It means that if you ask support for a domain that isn't assigned on the dashboard, you won't get any support? Or is it only in case of a customization? I just want to be sure, because I use a different domain for test purposes, before pushing an update to live. If it's right, does a subdomain would work?

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Hey Philidia,

It's entirely for support If you are using a development site, they are normally within a subdomain so it shouldn't be an issue at all

If it's an entirely different site, my suggestion is that you state this in your ticket when you are posting it.

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  1.    Mark

Ok

Thanks for the clarification

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  1.    Philidia

No problem

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All of this is pretty acceptable, hope that simplify your team's life.

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  1.    Benoit Gonneville Damme

Yes, it will! Thanks for your kind understanding Benoit

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You are the Thundercats! Keep up the good work

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  1.    Vaggelis

Thank you, Vaggelis

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  Comment was last edited about 1 year ago by Sylvie

The new policy looks reasonable. Hope you folks are doing well in terms of not overworking yourselves.

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  1.    Josh Lewis

Hey Josh,

Thank you so much your kind remarks, we will keep that in mind

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Hi guys

I wonder if your support also cover serious bug fix if you have bought your product but your subscription is not valid anymore and one feature doesnt work as expected?

Is that something you fix for this products for free and update for others in future version or how do you think about that?

I have an issue with the RSS feeder importer amok that doesnt work as it should and send out mass e-mail even the settings are set to "No" dont "Notify users" but EasyBlog still do that.

So...

Hi guys

I wonder if your support also cover serious bug fix if you have bought your product but your subscription is not valid anymore and one feature doesnt work as expected?

Is that something you fix for this products for free and update for others in future version or how do you think about that?

I have an issue with the RSS feeder importer amok that doesnt work as it should and send out mass e-mail even the settings are set to "No" dont "Notify users" but EasyBlog still do that.

So you can imagine that you have EasyBblog with 100 users etc and got 60 RSS feed posts spams to everybody and repeating!

Read More
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As long as you have an active subscription you will be able to access the downloads

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All the best with your new support policy, Mark.

Imo, it is long overdue, considering some really unreasonable support requests and unfair comments that I saw come in into your support forum from time to time.

For a support team to be ready and willing to go an extra mile for customers and overdeliver is one thing but this support team becoming a soft touch some smart dudes are ready to take advantage of, is another.

Cheers,

Alex

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Thanks Alex

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