Difference between revisions of "Solution Provider Support"

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#REDIRECT [[Solution Provider Resources]]
==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):
{| border="1" cellspacing="0"
!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 [https://secondlife.com/community/support.php 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 [https://support.secondlife.com/ics/support/security.asp 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===
# [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 - [https://secondlife.com/community/support.php Support Ticket], or call the [https://support.secondlife.com/ics/support/security.asp Billing phone number] (you'll find the Billing number under "Need to call us?")
 
# Blocked account - [https://secondlife.com/community/support.php Support Ticket] or call the [https://support.secondlife.com/ics/support/security.asp Billing phone number] (you'll find the Billing number under "Need to call us?")
# Invoicing/payment/closed account questions - [https://secondlife.com/community/support.php Support Ticket] or call the [https://support.secondlife.com/ics/support/security.asp Billing phone number] (you'll find the Billing number under "Need to call us?")
# Limit increase - use [https://secondlife.com/currency/describe-limits.php Limit Request web form]
# Other payment or billing issues - [https://secondlife.com/community/support.php Support Ticket] or call the [https://support.secondlife.com/ics/support/security.asp 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) - [https://secondlife.com/community/support.php Support Ticket]; or Concierge
# Sim boundary/performance problems - Concierge
# Sim rollback - [https://secondlife.com/community/support.php Support Ticket]
# Lost inventory:  In World: Help/Additional Help/Knowledge Base key words "Lost Content" or [https://secondlife.com/community/support.php Support Ticket]
 
===Non-urgent land questions/problems===
# Questions not listed below - [https://secondlife.com/community/support.php Support Ticket]
# Group ownership/assignment - [https://secondlife.com/community/support.php Support Ticket]
# Land renaming ($50) - [https://secondlife.com/community/support.php Support Ticket]
# Land moving ($150) - [https://secondlife.com/community/support.php Support Ticket]
# Land transfer ($100) - [https://secondlife.com/community/support.php Support Ticket]
# Land Rental - [http://secondlife.com/community/land-rental.php 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 Program]]
# [[Event Notification]]
#* This sends an email to a team of community, dev and support who monitor it for major events (such as press conferences, events on TV, or events involving enough people that it might affect the grid.  We can't promise to keep the grid up, but we do pay attention to events and if necessary can notify you of upcoming issues affecting your event.
# Firewall/other issues -
* A general article that explains for IT managers the various ports required for Second Life and how they're used: [https://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=6044 "Configuring your corporate firewall to allow access to Second Life"]
#* Knowledge Base articles
#** [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 the SLCorporateUse mailing list, 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: email to sldevelopers (at) lists.lindenlab.com
#* Note: to update or correct your listing, submit a new listing [http://secondlife.com/solution_providers/submission.php Solution Provider Directory Submissions].
# [http://www.google.com/calendar/feeds/grid-downtime%40lindenlab.com/public/basic Second Life Downtime Calendar]
# [[Teen_Second_Life |Teen Grid information]]
# {http://secondlife.com/corporate/brand/ Trademark and logo information}
#* [http://secondlife.com/corporate/brand/faq.php#25 Request to license Linden Lab's trademarks or logos] Brand FAQ

Latest revision as of 15:15, 13 October 2009

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