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The support forum worked well in the beginning. But, it did not scale with our customer base. During busy times it became chaotic and sometimes unmanageable. It has also led to delays in feature development and enhancements, which is detrimental to everyone.
We have decided a ticket based support system would be a better solution moving forward. If you cannot find help on these forums from previous topics or from the community, or your issue is of an urgent nature, you can submit a ticket that our team will respond to.
To submit a support ticket, log into your account, and click the "Support Tickets" item from the right-side menu.
If your issue is not of an urgent nature, we ask that you try and leverage the community by continuing to use these forums. Another LemonStand developer can potentially help you out. And the LemonStand team will continue to monitor and engage in these forums as our schedule permits. This will further build our community and be valuable to everyone.
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Official Support is Now Provided Using Tickets
#3
Eric 
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Posted 06 October 2011 - 07:22 AM
webgroup, on 06 October 2011 - 03:24 AM, said:
How do you re-open a ticket if it has been closed automatically but the problem still exists?
Open a new tech support ticket, tell us the previous ticket # and we'll return the credit.
#4
Ash - Matter
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Posted 11 October 2011 - 01:24 PM
What is the time expectancy of a credited ticket reply as its been almost 24 hours since creating a tech support ticket costing 1 credit. I was under the impression that credited support tickets would take priority over any other and be responded to rather quickly. Is this not the case?
#5
Eric
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Posted 11 October 2011 - 03:28 PM
Ash - Matter, on 11 October 2011 - 01:24 PM, said:
What is the time expectancy of a credited ticket reply as its been almost 24 hours since creating a tech support ticket costing 1 credit. I was under the impression that credited support tickets would take priority over any other and be responded to rather quickly. Is this not the case?
We usually respond within 24 hours (90%+), and we always respond to tickets within 48 hours, excluding weekends and holidays. Yesterday was Thanksgiving holiday here in Canada. Sorry for the delay.
Note: almost all existing tickets are credited, except some minor general questions, and developer licenses do get 2 free credits. It's mostly first-come first-serve.
#6
Ash - Matter
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Posted 11 October 2011 - 03:50 PM
Eric, on 11 October 2011 - 03:28 PM, said:
We usually respond within 24 hours (90%+), and we always respond to tickets within 48 hours, excluding weekends and holidays. Yesterday was Thanksgiving holiday here in Canada. Sorry for the delay.
Note: almost all existing tickets are credited, except some minor general questions, and developer licenses do get 2 free credits. It's mostly first-come first-serve.
Note: almost all existing tickets are credited, except some minor general questions, and developer licenses do get 2 free credits. It's mostly first-come first-serve.
So Eric, in regards to the ticket my colleague has that you are handling, which is rather urgent, is there anyway to get some serious support on this? An issue like this shouldn't take 3 days to have fixed. Weekends and holidays is understandable, which would make this ticket only on day 1... I just hope that it can be resolved sometime today as the client is now wanting this update to go through asap.
#7
Eric
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Posted 11 October 2011 - 04:02 PM
Ash - Matter, on 11 October 2011 - 03:50 PM, said:
So Eric, in regards to the ticket my colleague has that you are handling, which is rather urgent, is there anyway to get some serious support on this? An issue like this shouldn't take 3 days to have fixed. Weekends and holidays is understandable, which would make this ticket only on day 1... I just hope that it can be resolved sometime today as the client is now wanting this update to go through asap.
Ash,
We're working on a number of issues right now, your colleague's included. There is currently no alternative or premium support; there is just regular support, and community support.
#8
webgroup
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Posted 12 October 2011 - 12:48 AM
Ash, I generally find support by ticket is quite good and relatively quick. I guess it depends on the complexity of the issue(s). The only real problem I have is that I am UK based and so when I finish work each day the LemonStand guys and girls are starting their working day in Canada - so there is a 24 hour cross over on some tickets. There isn't much that can be done about that unless I migrate 
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