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DHHS
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DHHS asked on 17 Jul 2015, 07:43 PM

We are not sure where to post. We want to send this message to forum admins. We have started using telerik recently and we are developing a very huge application based on telerik asp.net mvc controls. As ​we are new to telerik, ​we had so many doubts and posted on forum and used to get very prompt reply, apart from the time zone delays. But recently, ​we are not sure why,  but ​we are not getting reply until 4 to 5 days. ​We are not sure what changed recently. At times we will be having close time lines and we end up going for a non telerik solutions. But ​we love to use to telerik solutions. Will it be faster if we put a support ticket instead of posting on forums?

 

One of the reason we were happy with telerik is for your prompt reply and support. We are not trying to complain but just want to find same page to better use all the solutions that telerik is offering.

 

Thanks,

DHHS Team

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Tina Stancheva
Telerik team
answered on 22 Jul 2015, 09:31 AM
Hello,

Thank you for taking a moment to share your feedback on our support service. We do appreciate it as it allows us to better understand the challenges developers like you are facing with our service.

I checked your support history and I noticed you have been using our forum channel. It comes with a 48 hours guaranteed response time from Monday to Friday. This means that if you post your questions on Thursday or Friday, you may receive a reply at the beginning of the following week. Generally speaking the response time depends on the current work load of the teams, the time when the request was submitted (as we are based in Europe) and the complexity of the issue. Still, we do our best to address all questions well before the end of their response time.

If you have a question that needs to be replied within a smaller time frame, I would recommend that you submit it as a support ticket. The support tickets come with a 24hour response time and unless you post it on Friday afternoon (our time), you will receive a reply back within the same or the next working day.

Further, as a holder of a DevCraft Ultimate subscription, you are entitled to additional support services as outlined here. I would encourage you to specifically examine the following ones and take advantage of them, whenever needed:
  • Issue Escalation - escalate your tickets and get a 16hour response time
  • Ticket Pre-Screening - initiate a pre-screening request for your ticket so that our support team can let you know whether you have provided enough information for us to work on the case not more than 4 hours after you submit it

Let me know if you have any further questions or comments on the matter. I will gladly assist you make the most of your support package with us.

Regards,
Tina Stancheva
Telerik
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DHHS
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answered on 30 Jul 2015, 03:50 AM

Thanks tina for the reply. I just wanted to check one more thing. Is there a way that i can chat with any one from  the development team. Not like messages and replys. Its not on any particular issues. I wanted to check how some things work. I can manage to some time which is convinient to your time zone if it is possible.

 

If it is not that is ok. I just wanted to check if there is something like that, that i can use.

 

thanks,

veena

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Tina Stancheva
Telerik team
answered on 03 Aug 2015, 07:23 AM
Hello Veena,

We don't provide technical chat support. However, if you have sample questions related to the products' API, and you feel they can be addressed without the need of sample code and a reproducible, then you can take advantage of the Phone Assistance service included in the DevCraft Ultimate package. Note that this service will only help in case the questions are simple and API-related as for pretty much anything else we need to share sample code, in which case the ticketing system is the best channel. 

Here is a list of all support services included in the DevCraft Ultimate subscription:
  • Phone Assistance - get quick advice and direction or help us understand the full scope of an issue described in a ticket.
  • Remote Web Assistance - schedule a web assistance session with our support engineers, when you can't demonstrate an issue through the ticketing system and demonstrate it instead in the environment it occurs in.
  • 24 support tickets - describe your issues in a support ticket, attach your project files and provide any additional information for the support engineers to investigate and address your questions within 24 hours of the ticket submission
  • Issue Escalation - escalate your tickets and get a 16hour response time
  • Ticket Pre-Screening - initiate a pre-screening request for your ticket so that our support team can let you know whether you have provided enough information for us to work on the case not more than 4 hours after you submit it

Regards,
Tina Stancheva
Telerik
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 Feedback Portal and vote to affect the priority of the items
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