Support changes?

[WebFooL]

I have total missed the change to not have 2 queues In support.
Meaning that paid users get help first and foremost.
And if any support tech had spare time they would take tickets for the "have not paid for live support" queue.

To clearly I mean support on paid modules and not the free.

When was this change made? (That was on of the great things Untangle had)

Now I have to try to get the client to buy live support.
Or is there still an option to register bugs as we currently believe we have found one.

[jcoffin]

Live support is paid support only as of about a year. The volume is too high now to offer support to user of the free product. With that said there are at least two engineers on the forums, alpha and beta users will get support for release issue. Any bugs can be reported in our Jira database. jira.untangle.com

Contributors as yourself are a special case also. Go ahead and just let me here or in a private IM what your issues is and I will see what I can do.

[sky-knight]

Log into Untangle server, click the support button at the top and fill in the form. If the box isn't subbed, you get to wait. You may not call in, but you can register tickets all you want.

[WebFooL]

Sky-night,
That's what we did and they closed the ticket and said go to the forums.

I have no problem going here but that is the first time I just got denied.

And not the normal we answer when we have time.

[WebFooL]

Jcoffin the issues are with spam blocker (paid) and SSL inspector (paid) so no "Free" products.

[jcoffin]

IM your support ticket number so I can speak with support.

[sky-knight]

Yeah something is wrong there, if the modules are paid the support for those paid modules is bought with the module. It does tie support's hands a bit, but they're still supposed to accept the ticket.

Methinks someone goofed.

[donhwyo]

You will probably get better support in the forum anyway now a days. The bean counters are working overtime.

[sky-knight]

I don't contact support frequently, but when I do and once I've identified myself I've never failed to get the support I need. Because if I'm on the phone it's either because I'm doing something incredibly dumb, or I've run into something stupidly weird. I still only end up calling in probably 2-3 times a year. I speak with my sales agent far more regularly, which honestly is a great thing. I can only dream of the day that all my vendors operate as smoothly.

I'm sure I'd be mortified to know exactly what sorts of tickets Untangle is handling, especially with HomePro in the mix these days.

[gravenscroft]

Hi, WebFooL! My name's Græme and I'm the one who sent you that 'you don't have Live Support' notice. I'm the new guy here and I didn't realize you were a contributor with special status.

We've since updated your profile in our ticketing system so it won't happen again. I'm sorry about that!