Difference between revisions of "Solution Provider Support"

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==Support Tiers==
#REDIRECT [[Solution Provider Resources]]
Linden Lab has created several tiers that depend upon your economic relationship with Second Life.  Here's the quick summary (services available are cumulative):
{| border="1" cellspacing="0"
!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==
# [http://secure-web6.secondlife.com/community/land-islands.php 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 billing@lindenlab.com
# Limit increase - use [https://secure-web1.secondlife.com/currency/describe-limits.php Limit Request web form}
# Blocked account - Concierge
# Invoicing/payment/closed account questions - Support Ticket or billing@lindenlab.com
# Other payment or billing issues - Concierge
 
==Urgent Land Problems==
# Blocked access, no TP - Concierge LiveChat
# Sim crashing (downed regions) - Report on My Account page of secondlife.com; or Concierge
# Sim boundary/performance problems - Concierge
# [https://secondlife.com/account/rollback.php Sim rollback]
# Lost inventory:  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
 
==[http://secondlifegrid.net/programs/api APIs]==
#RegAPI request - visit the [http://secondlifegrid.net/programs/api/reg Second Life RegAPI information page]
#RegAPI problems -visit the  [https://wiki.secondlife.com/wiki/RegAPI  Second Life Wiki RegAPI pages]
#[http://secondlifegrid.net/programs/api/risk Exchange RiskAPI] 
 
==Other==
# [[Custom name requests]]
# [[Event Notification]]
# Firewall/other issues -
#* Knowledge Base article [https://support.secondlife.com/ics/support/KBAnswer.asp?questionID=4356 "What are Second Life's subnets?" article 4356]
#* [https://support.secondlife.com/ics/support/KBAnswer.asp?questionID=4355 How do I configure my hardware firewall (such as a router)? article 4355]
#* [https://support.secondlife.com/ics/support/KBAnswer.asp?questionID=4354 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 [https://lists.secondlife.com/ 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) - [https://secondlife.com/account/password.php My Account  - Password].
# Solution Provider Directory questions: sldevelopers@lists.lindenlab.com

Latest revision as of 15:15, 13 October 2009

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