I have nothing bad to say about Invision at all, I think its great, love the software and tech support is quick and helpful etc.. but I do find it a bit off that I have to pay $15 for a partial back up to restore our Pm's that went missing tonight :( (yet I could have a full back up for free, only downside is that I lose all the posts that were made since the backup) I mean I have a licence for the board/gallery/blogs and downloads and pay for support, so not to happy that I have to pay this for a table that "disappeared" :(

Hi there,

A full backup is a click of the mouse and it's done through the cPanel interface. When you start asking for extras like pulling files or specific mySQL tables out, it takes a bit more time. Before this policy we've had people who go wild with modifications or custom scripts, something goes wrong and "okay, let's restore this file but not that, this table but not that" several times a day. If you would like to do the restore yourself we can happily provide you with the backup, however if you're looking for us to go beyond our standard service then we may occasionally charge a small fee to compensate for the time, and discourage it's common use. Please keep in mind that we have several thousand accounts to support on our shared hosting network, and must budget our time and resources accordingly.

Of course, in the event that there is a problem due to a modification that one of the staff makes, or some other server related fault we'll happily restore the backup free of charge as necessary. This has nothing to do with your payment of a license, or even IPB, it's strictly a hosting matter and one that unfortunately can become common practice for some, which winds up being very time consuming for the department staff.

I appreciate your understanding, and hope that I've addressed your concern.

Thank you for your reply Ryan, I appreciate what you are saying, :) I have emailed you directly now further to reply on the ticket , Thank you :)

Okay rather than starting another topic as it still concerns this one :P If you add something extra onto a ticket that is open, does it get pushed back or is the time counted from the first reply :wacko:

Okay rather than starting another topic as it still concerns this one :P If you add something extra onto a ticket that is open, does it get pushed back or is the time counted from the first reply :wacko:

Your ticket does not get pushed back by replying to it. :)

Tickets have two time fields, opened time and the last reply (which gets reset on a reply). Tickets with longer 'Last Reply' times, tend to get viewed first. This is because of the simple concept, of a queue/line.

Looool okay then :lol: *has a blonde moment*

Thank you Ryan for sorting this all out ! :D

No problem, glad I could help. :)

To further what Jason stated, there is also a special "Weight" algorithm in Nexus that the bulk of the staff use to sort tickets. It takes in account things like total number of replies, how long the ticket has been open AND time since last reply. It used to be purely based on last reply, but obviously the "bumped my ticket to the end of the queue" wasn't quite right. :)

To further what Jason stated, there is also a special "Weight" algorithm in Nexus that the bulk of the staff use to sort tickets. It takes in account things like total number of replies, how long the ticket has been open AND time since last reply. It used to be purely based on last reply, but obviously the "bumped my ticket to the end of the queue" wasn't quite right. :)

You just love torturing us with features while we wait for the public release of Nexus and Dynamic, don't you? :lol:

To further what Jason stated, there is also a special "Weight" algorithm in Nexus that the bulk of the staff use to sort tickets. It takes in account things like total number of replies, how long the ticket has been open AND time since last reply. It used to be purely based on last reply, but obviously the "bumped my ticket to the end of the queue" wasn't quite right. :)

I :wub: when you talk technical , I don't understand it though :( :P

Basically, what I was saying is, most of the staff do not simply view the tickets in the order of "last reply date ASC" - we don't simply see the tickets that haven't had a reply for a long time at the top, with those that have had a recent reply at the bottom. This is done purely because people would reply to a ticket with more information "bumping it" to the bottom. :)