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--- helpdesk_support:start [2010/11/19 20:06]
james
+++ helpdesk_support:start [2014/09/25 16:55] (current)
@@ Line 4: / Line 4: @@
 This page is currently a work in progress, so please bear with us!  If you have any questions about the helpdesk or support, feel free to contact us.
-===== What is covered by Geodesic support? =====
+===== What is covered by Premium and/or Standard Geodesic Support? =====
+**Premium Support** refers to the support helpdesk and e-mails in the client area, as well as support through live chat on our website during our normal business hours.
+**Standard Lifetime Support** refers to the support helpdesk (e-mail support only, no live chat).
+Below is a list of what is covered by either support service:
   * Generally speaking, our Support Team will answer any questions you have regarding the feature set of the classified and auction software.
@@ Line 15: / Line 21: @@
     * We will **not troubleshoot** a custom development problem for you, but if you ask nicely ;-) we may be able to give a few pointers on "what to look for".
     * Remember, development questions are not covered by the support contract, so will only be answered as time allows, and some we may not be able to answer at all.
-  * Support does **not** cover issues relating to **design changes**((Especially not issues caused by customized system, module, or addon templates)).  We can try to point you in the right direction if something does not look how you want.  If something is not working using a custom design, but does work using the default template set, it is not be covered by the support contract.
+  * Support does **not** cover issues relating to **design changes**((Especially not issues caused by customized system, module, or addon templates)).  We can try to point you in the right direction if something does not look how you want.  If something is not working using a custom design, but does work using the default template set, it is not be covered by the normal paid support contract.
 ===== Responding to Tickets Pointers =====
+====Support Hours=====
+Note that we are here Monday through Friday 9am-5pm Central Standard Time in the United States excepting some major holidays that we will notify you of.  Don't expect tickets to be answered outside this time window.
+We are not here to answer support tickets over the weekend.  And yet support requests still come in over the weekend.  This leaves Mondays very busy for the support staff and responses many not be so timely Mondays until the support staff has worked through the backlog of tickets that have been received over the weekend.  So leave a little extra time before you expect our response on Mondays but know that we are working through the backlog as fast as we can.
+There is a backlog of tickets every morning we are here also as tickets do build up over night also but the delay should not be as pronounced as there possibly is on Monday mornings.
+====Put an Appropriate Subject In Your Responses====
+Put the actual subject the support ticket is about in the subject line of your ticket.  This helps us find tickets faster if we need to go straight to one.  We do comb the support list for emergencies but you have to tell us you have one through the subject.  If your site is down or you see a license error tell us so in the subject.  We try to get to emergencies faster when possible but you have to be cooperative in only labeling emergencies as emergencies and not all your tickets as emergencies.
+And please do not respond to the same ticket for all problems you may have.  Open another ticket for each issue and put the subject of the issue/question into the subject line.
 ====Please Do Not Respond to Open Tickets====

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