Rank 1
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?
3 Answers, 1 is accepted
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
Rank 1
So when should we use the support tickets and when should we post questions in the forum?
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).
Cody