Reaching support
Support is reachable via support@pulsedmedia.com or client portal, not 3rd party venues. More and more people are contacting via other venues, even posting negative reviews if we do not reply via 3rd party service (ie. a forum).
We cannot fix a problem nor give instructions without making a ticket, and support ought not to be expected if not using a real support venue. IRC is not meant as a support channel, albeit you might be able to receive support from there, but it is not a real support venue.
We have grown fast, and this has sometimes caused delays in support, but we are constantly enhancing our services and support, lately for example in the form of Wiki.
Also when making an ticket, a full comprehensive problem report needs to be done, ie. "this is broken" is not sufficient for deriving a solution without doing a lot of checkups, and that takes time to check every possible cause, or "blanket" solutions needs to be used causing disruption in the service in other ways. If the problem is after logging in you receive blank page, a proper description of the problem would be "After i login to the GUI using a browser i am receiving a blank page since 2 hours ago" as an example. Making a comprehensive problem description helps us to solve the problem way faster.
Saturday, March 19, 2011
