Solution Provider Support

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
Premium	Premium Account	Web ticket submission, Live Text Chat
Concierge	Own 1+ sims	Concierge email/phone

Details:  http://blog.secondlife.com/2007/05/17/coming-your-way-soon-the-second-life-support-portal/

If you own land you qualify for Concierge support.  If you do not own land, you have access to the Knowledge Base and 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.

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. 

Land Purchase & Management

1. Buying an island - (You can use the lower link to buy by invoice or wire payment)
2. How to pay for land questions - Concierge
3. Urgent renaming or moving - Concierge

Billing & Payment

1. General billing/payment questions - Support Ticket or billing@lindenlab.com
2. Limit increase - use [https://secure-web1.secondlife.com/currency/describe-limits.php Limit Request web form}
3. Blocked account - Concierge
4. Invoicing/payment/closed account questions - Support Ticket or billing@lindenlab.com
5. Other payment or billing issues - Concierge

Urgent Land Problems

1. Blocked access, no TP - Concierge LiveChat
2. Sim crashing (downed regions) - Report on My Account page of secondlife.com; or Concierge
3. Sim boundary/performance problems - Concierge
4. Sim rollback
5. Lost inventory:  Help/Additional Help/Knowledge Base key words "Lost Content" or Support Ticket

Non-urgent land questions/problems

1. Questions not listed below - Support Ticket
2. Group ownership/assignment - Support Ticket
3. Land renaming ($50) - Support Ticket
4. Land moving ($150) - Support Ticket
5. Land transfer ($100) - Support Ticket
6. Land Rental - Land: Rental page

APIs

1. RegAPI request - visit the Second Life RegAPI information page
2. RegAPI problems -visit the Second Life Wiki RegAPI pages
3. Exchange RiskAPI 

Other

1. Custom name requests
2. Event Notification
3. 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 SLCorporateUse@lists.secondlife.com, for discussion of use of Second Life in corporate or educational environments. Subscribe here, click on slcorporateuse, and add yourself.
4. 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.
5. Change account password (demo accounts) - My Account - Password.
6. Solution Provider Directory questions: sldevelopers@lists.lindenlab.com