Difference between revisions of "Solution Provider Support"
Jump to navigation
Jump to search
m (some formatting cleanup) |
Kyle Linden (talk | contribs) m (→Other) |
||
Line 65: | Line 65: | ||
===Other=== | ===Other=== | ||
# [[Custom | # [[Custom Name Program]] | ||
# [[Event Notification]] | # [[Event Notification]] | ||
# Firewall/other issues - | # Firewall/other issues - |
Revision as of 17:06, 12 April 2008
Support Tiers
Linden Lab has created several tiers that depend upon your economic relationship with Second Life. Here's the quick summary (services available are cumulative):
Level | Account Status | Service |
---|---|---|
Basic | Basic Account | Knowledge Base & Special Support Tickets, Billing Phone line for billing-related support |
Premium | Premium Account | Web ticket submission, Live Text Chat |
Concierge | Pay >=$125 land tier/month | Concierge email/phone |
Details:
- http://blog.secondlife.com/2007/05/17/coming-your-way-soon-the-second-life-support-portal/
- Also, see Support Availability by Account Type on the Support page.
What if I don't qualify for Concierge support?
If you don't qualify for Concierge support, you still have have access to the Knowledge Base, to the Billing phone for billing-related issues and to a limited set of Support Tickets:
- I'm trying to create an account and it won't let me.
- Second Life tells me I can't access it from this computer.
- My account has been shut off and I have no idea why; my account page doesn't give me any clues.
- I need to report a region being offline.
- I'm an estate manager and I need to request a rollback.
- I would like to request a LindeX tier review.
For the Billing phone number - log into Support; you'll find the Billing number under "Need to call us?"
Where should you go for common problems?
To better support you by getting the right inquiry to the right place, here's a list of common problems and the place to request help for them.
- An advantage of LiveChat- you get a full transcript of every LiveChat session in your Support History page.
- Note, if you're a Concierge customer, use the Concierge Support Tickets, rather than the Basic Support Tickets
Land Purchase & Management
- Buying an island - (You can use the lower link - Special Order - to buy by invoice or wire payment)
- How to pay for land questions - Concierge
- Urgent renaming or moving - Concierge
Billing & Payment
- General billing/payment questions - Support Ticket, or call the Billing phone number (you'll find the Billing number under "Need to call us?")
- Blocked account - Support Ticket or call the Billing phone number (you'll find the Billing number under "Need to call us?")
- Invoicing/payment/closed account questions - Support Ticket or call the Billing phone number (you'll find the Billing number under "Need to call us?")
- Limit increase - use Limit Request web form
- Other payment or billing issues - Support Ticket or call the Billing phone number (you'll find the Billing number under "Need to call us?")
Urgent Land Problems
- Blocked access, no TP - Concierge LiveChat or phone
- Sim crashing (downed regions) - Support Ticket; or Concierge
- Sim boundary/performance problems - Concierge
- Sim rollback - Support Ticket
- Lost inventory: In World: Help/Additional Help/Knowledge Base key words "Lost Content" or Support Ticket
Non-urgent land questions/problems
- Questions not listed below - Support Ticket
- Group ownership/assignment - Support Ticket
- Land renaming ($50) - Support Ticket
- Land moving ($150) - Support Ticket
- Land transfer ($100) - Support Ticket
- Land Rental - Land: Rental page
APIs
- RegAPI request - visit the Second Life RegAPI information page
- RegAPI problems -visit the [Second Life Wiki RegAPI pages]
- Exchange RiskAPI
Other
- Custom Name Program
- Event Notification
- Firewall/other issues -
- Knowledge Base article "What are Second Life's subnets?" article 4356
- How do I configure my hardware firewall (such as a router)? article 4355
- How do I configure my software firewall (such as Norton Internet Security, McAfee Personal Firewall, or ZoneAlarm)?, article 4354
- Join the SLCorporateUse mailing list, for discussion of use of Second Life in corporate or educational environments. Subscribe here, click on slcorporateuse, and add yourself.
- Creating multiple accounts for demo purposes - there is a limit on the number of accounts you can create per day per IP address. To request unblocking, file a Support Ticket.
- Change account password (demo accounts) - My Account - Password.
- Solution Provider Directory questions: email to sldevelopers (at) lists.lindenlab.com
- Note: to update or correct your listing, submit a new listing Solution Provider Directory Submissions.
- Second Life Downtime Calendar