We have been working really hard to improve our support procedures and make it easier for our customers to get help. In the past few months, you've emailed, called, and chatted with us asking for help. We've been listening - and now we're pleased to introduce some of the changes you've asked for.
Here is a summary of some of the recent changes in AspDotNetStorefront Support:
The AspDotNetStorefront forums have recently been upgraded to take advantage of the latest release from vBulletin. You can read their release notes here: http://tracker.vbulletin.com/secure/...&version=10230
We've also added a new jobs section to the forum - this is for everyone to use to post requests/availability for AspDotNetStorefront related work. Please visit this new section here: http://forums.aspdotnetstorefront.co...ay.php?64-Jobs
Help Desk update:
We have updated our Help Desk website to make submitting a ticket to the right department easier. Please remember that tickets cannot be submitted by emailing our support department directly. Instead, you'll need to visit our help desk, and complete the form to submit a ticket. Once you have a ticket in, you'll receive an email when we've responded to your ticket, and you can reply to that email to continue the ticket thread. Emails to email@example.com that are not a response to an already open ticket thread will not receive a response, so please make sure you submit a ticket on our website first! Think of opening a ticket just as beginning an expedited email conversation. It kick-starts our fastest route to support.
If you need to get in touch with us regarding an issue that you're not sure belongs on a support ticket, please email us at firstname.lastname@example.org and we'll find a way to help.
We have recently updated our technical support page on our website, we're now listing all of the online resources available with more information on how best to get help. You can see our updated support page and read our full support policies here:
We have updated our online manual to include more links to useful information - we've also moved our online Knowledgebase to this site to take advantage of better search and navigation capabilities. We've also added a video tutorial section here, and we have plans to create more dev-centric videos in the future. Have a suggestion for our next video tutorial? Please email me directly: email@example.com
New Support Offerings:
We have 4 new product offerings from our support team, you can read more on our support page under Premium Support Services: aspdotnetstorefront.com/t-support.aspx
Priority Help Desk:
We are committed to keeping support FREE, but during peak times it's difficult to respond to every ticket as quickly as we'd like. We will respond to every ticket submitted within 3 business days, but some folks require a more urgent level of support. We are happy to provide "Priority" access to customers on a paid basis.
A lot of you have requested educational assistance for the use of our software, and up until now, we would refer you to our partners. We now offer an hourly training service so that you can learn about the software directly from our Support Technicians. This is great for new folks starting out with the software that don't have the time to read through our online documentation.
As part of a license purchase, or separately, you can now purchase installation for your license. Installation is available for shared & dedicated hosting.
Your feedback is always welcome and very much appreciated, please email me directly if you have any suggestions for our support team: firstname.lastname@example.org