Matthew Towler
Matthew Towler August 16, 2011 12:39

Support portal or community forum?

My company now has a 20 seat licence, and so we have access to paid support. For issues such as the server falling over I would contact support. I have however taken the view that for less time critial issues, is is more generally helpful to post bugs and feature requests on this community board. Not least because it allows others to comment and vote on proposals.

Is there any general policy on this? Does Danube view input to one more favourably than the other? I note that some of the bugs I reported almost two weeks ago have yet to be replied to once.
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  • Mark Lovell EMPLOYEE
    Mark Lovell (Official Rep) August 16, 2011 15:30
    Hello,

    You can contact us either way. Though for more serious server down issues, or privacy sensitive issues I would suggest submitting it to the support portal first, so that we can generate and track a ticket in our system for it.

    If you post here only, and it is an issue that needs to be tracked I will often generate a ticket in our system for you, and continue most of the troubleshooting through that, as it can be hard to work with log file attachments in this medium.

    But we absolutely welcome you to bring up issues here as well, even if you have a active help desk ticket on the issue.

    We take in bug reports and feature requests directly from this site, and even if the developers do not have a comment on an specific issue, I can tell you that they are all read by us.

    Mark
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    good answer! good answer! (undo)
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