forum post vs. support ticket

2 posts, 0 answers
  1. Raido Valgeväli
    Raido Valgeväli avatar
    26 posts
    Member since:
    May 2008

    Posted 23 Mar 2009 Link to this post

    Would it make a difference (by means of response time etc) for a priority-support customer whether he posts a support ticket or a forum thread? Some questions would be possibly of public interest so subject to post in forum - but it would make less attention from telerik?
  2. Vassil
    Vassil avatar
    66 posts

    Posted 25 Mar 2009 Link to this post

    Hello Raido,

    The general answer is "yes", there is a difference. If you submit a support ticket, it does get a higher priority in our queue. But that's only in principle:) We try to provide all customers in all channels with very fast responses and it's only in cases of overload when we start taking into consideration factors as support ticket VS forum post, trial customer VS regular customer, etc. In 90% of the cases we are capable of a 1-day turnaround.

    the Telerik team

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