Difference between revisions of "Solution Provider Support"
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==Support Tiers== | ==Support Tiers== | ||
Linden Lab has created several tiers that depend upon your economic relationship with Second Life. | 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" | {| border="1" cellspacing="0" | ||
!Level !! Account Status !!Service | !Level !! Account Status !!Service | ||
| Line 11: | Line 11: | ||
|} | |} | ||
Details: | Details: | ||
* http://blog.secondlife.com/2007/05/17/coming-your-way-soon-the-second-life-support-portal/ | * 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. | * Also, see Support Availability by Account Type on the [https://secondlife.com/community/support.php Support] page. | ||
| Line 21: | Line 21: | ||
* Second Life tells me I can't access it from this computer. | * 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. | * 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' | * I'm an estate manager and I need to request a rollback. | ||
* I would like to request a LindeX tier review. | * 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?" | 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?== | ==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. | 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. | * 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 | * Note, if you're a Concierge customer, use the Concierge Support Tickets, rather than the Basic Support Tickets | ||
==Land Purchase & Management== | ===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) | # [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 | # How to pay for land questions - Concierge | ||
# Urgent renaming or moving - Concierge | # Urgent renaming or moving - Concierge | ||
==Billing & Payment== | ===Billing & Payment=== | ||
# General billing/payment questions - | # 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?") | # 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 - | # 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] | # 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?") | # 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== | ===Urgent Land Problems=== | ||
# Blocked access, no TP - Concierge LiveChat or phone | # Blocked access, no TP - Concierge LiveChat or phone | ||
# Sim crashing (downed regions) - [https://secondlife.com/community/support.php Support Ticket]; or Concierge | # Sim crashing (downed regions) - [https://secondlife.com/community/support.php Support Ticket]; or Concierge | ||
# Sim boundary/performance problems - | # Sim boundary/performance problems - Concierge | ||
# Sim rollback - [https://secondlife.com/community/support.php Support Ticket] | # Sim rollback - [https://secondlife.com/community/support.php Support Ticket] | ||
# Lost inventory: | # 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== | ===Non-urgent land questions/problems=== | ||
# Questions not listed below - [https://secondlife.com/community/support.php Support Ticket] | # Questions not listed below - [https://secondlife.com/community/support.php Support Ticket] | ||
# Group ownership/assignment - [https://secondlife.com/community/support.php Support Ticket] | # Group ownership/assignment - [https://secondlife.com/community/support.php Support Ticket] | ||
| Line 59: | Line 59: | ||
# Land Rental - [http://secondlife.com/community/land-rental.php Land: Rental page] | # Land Rental - [http://secondlife.com/community/land-rental.php Land: Rental page] | ||
==[http://secondlifegrid.net/programs/api APIs]== | ===[http://secondlifegrid.net/programs/api APIs]=== | ||
#RegAPI request - visit the [http://secondlifegrid.net/programs/api/reg Second Life RegAPI information page] | #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]] | #RegAPI problems -visit the [[https://wiki.secondlife.com/wiki/RegAPI Second Life Wiki RegAPI pages]] | ||
#[http://secondlifegrid.net/programs/api/risk Exchange RiskAPI] | #[http://secondlifegrid.net/programs/api/risk Exchange RiskAPI] | ||
==Other== | ===Other=== | ||
# [[Custom name requests]] | # [[Custom name requests]] | ||
# [[Event Notification]] | # [[Event Notification]] | ||
| Line 74: | Line 74: | ||
# 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. | # 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]. | # Change account password (demo accounts) - [https://secondlife.com/account/password.php My Account - Password]. | ||
# Solution Provider Directory questions: | # 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]. | #* 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] | # [http://www.google.com/calendar/feeds/grid-downtime%40lindenlab.com/public/basic Second Life Downtime Calendar] | ||
Revision as of 01:41, 26 November 2007
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 requests
- 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