enquiries on paid users

4 posts, 1 answers
  1. ching ping
    ching ping avatar
    3 posts
    Member since:
    Sep 2010

    Posted 22 Oct 2010 Link to this post

    Hi,

    Our team bought 10 liscence on Telerik Ultimate for the developers. There are some questions that we would like to know:

    1. Everyone can log questions to this forum. How does Telerik team recognize who are paid users and who are not?
    2. What is the expected response time based on the SLA (service level agreement) after paid users log questions into the forum?
  2. Answer
    Konstantin Petkov
    Admin
    Konstantin Petkov avatar
    1911 posts

    Posted 22 Oct 2010 Link to this post

    Hi ching ping,

    First thank you for your trust in our products and services!

    The Telerik forums are a community resource. Anyone can step in and help. We monitor the forums and are able to distinguish paying customers and trial users. We can respond as well, although the forums are not subject to the official 24-hour response time of support tickets.

    With the subscription you also get priority support so that you can use the private ticketing system from your account. Use this page for submitting support tickets, bug reports, feature requests, etc.

    Please let us know if you need further info.

    All the best,
    Konstantin Petkov
    the Telerik team
     
    Do you want to have your say when we set our development plans? Do you want to know when a feature you care about is added or when a bug fixed? Explore the Telerik Public Issue Tracking system and vote to affect the priority of the items
  3. ching ping
    ching ping avatar
    3 posts
    Member since:
    Sep 2010

    Posted 22 Oct 2010 Link to this post

    Hi,

    So when should we use the support tickets and when should we post questions in the forum?
  4. Cody
    Admin
    Cody avatar
    3354 posts

    Posted 22 Oct 2010 Link to this post

    Hi ching ping,

    First, in the end it is completely up to you whether you choose to use support tickets or the public forum. What works best for us is this general guideline:

    Public Forum - best when you have a question about how to do something with the product and need help being pointed in the right direction or the right configuration, etc. Hopefully our other customers can benefit from the response.

    Support Ticket - best for possible bug reports or the product isn't behaving the way you think it should be behaving. Also best for licensing issues, purchasing issues, etc. Unlike form posts support tickets are not viewable by the world. Only Telerik support technicians are able to view this information. This is important if you need to convey confidential information (e.g. sign on credentials to a private site for repro'ing a possible bug).

    All the best,
    Cody
    the Telerik team
    Do you want to have your say when we set our development plans? Do you want to know when a feature you care about is added or when a bug fixed? Explore the Telerik Public Issue Tracking system and vote to affect the priority of the items
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