How to raise awareness of a urgent issue?
By Mel on Friday, 06 May 2016
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Hi,

I have a critical issue (posted a support request yesterday) which has currently resulted in me having to take our site offline. Every friday we distribute a whole load of information via our website, and the error I reported means we cannot possibly do this.

I am not sure how support works (whether once a support member has initially answered it then moves into some less priority list?).

How do we highlight our issue so it doesn't get overlooked? I completely understand that you have hundreds of requests every day, and I wouldn't ask only its extremely urgent.

Any help/guidance would be most appreciated

Kind regards

Mel
I am sorry for the delay of the response from your previous thread here because we need to check one by one and get rid out of the possibility which causing this issue in your site.

What I check just now is :
- Template
- module
- plugins

After that, I check one by one the blog post from your backend. it really took a lot of time to troubleshoot this issue.

I do not know how to explain our troubleshoot process but I hope you can understand us because we already push ours to try to solve as soon as possible as anyone who reported their issue on our forums.
Arlex Wong
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Friday, 06 May 2016 17:07
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Hi Arlex,

thank you for explaining.

I only asked because you used to have a thing were you could bump it if you hadn't heard anything back (I think it was your forums).

My apologies, I was just panicking because our site was offline. I do appreciate it all takes time and that you get many requests for support every day.

Thanks for fixing my issue for me.

Mel
Mel
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Friday, 06 May 2016 19:48
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Hi there,

You are most welcome. Let us know if you need assistance in the future.

As a gentle reminder, kindly start a new thread if you have any other issue in the future so it will be easier for us to manage your inquiry. I will lock and mark this thread as resolved.
Arlex Wong
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Friday, 06 May 2016 20:20
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