Support

[Chatter]

Hi,

So i've been a customer for about 2 years now and only really just started using my license as I converted from phpBB to IPB but i've found the support to be slow as it seems you have to wait for the guy who was assigned to your ticket(?) which is fine but after 1pm I get no more updates/news but today I havn't heard anything and my forum is completely unusable which is making more and more members leave by the hour.

Don't get me wrong, I love what you guys do and I respect you for it, always have and always will but at this rate i'll have no members left to use my IPB license :(

[Hunting insects...]

Sorry to hear that you have problems. I've had several people respond to one ticket, so follow up if it has not been responded to.

I have always found the IPS tech guys to be polite, knowledgable and helpful. Response time may be variable for a number of reasons. I worked in tech-support for about 10 years and unless you are paying for a 10-minute response time, I regret that is the nature of the beast.

[Chatter]

Sorry to hear that you have problems. I've had several people respond to one ticket, so follow up if it has not been responded to.

I have always found the IPS tech guys to be polite, knowledgable and helpful. Response time may be variable for a number of reasons. I worked in tech-support for about 10 years and unless you are paying for a 10-minute response time, I regret that is the nature of the beast.

Yeah and I accept that there are other customers who may need support but the last reply was over 24 hours now. I would pay for them to do the conversion but $120 is just too much, especially when it seems to be a problem with IPB since everything works on the phpBB3 forum.

I did a diagnostics on the converter under Log in Management and it says that the file 'conf.php' doesn't exist in ./sources/loginauth/convert/conf.php but I have no idea if this is a reason for it now working.

[Robulosity2]

I would refer you to theSLO/SLA they have posted for Standard and Business licenses.



I believe Standard licenses have a 48 hour response time SLA

[bfarber]

Generally speaking, we do not assign tickets to single people. However, there are some departments (such as conversions) where there are much fewer staff, so it's generally the same people always replying. It sounds like your inquiry is regarding a conversion based on your last post. If that is the case, I would recommend giving the department a little more time - it's a very specialized area that only a few people are qualified to assist with, so sometimes it takes a little longer. :)