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 & 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

1. Buying an island - (You can use the lower link - Special Order - 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 call the Billing phone number (you'll find the Billing number under "Need to call us?")

1. Blocked account - Support Ticket or call the Billing phone number (you'll find the Billing number under "Need to call us?")
2. Invoicing/payment/closed account questions - Support Ticket or call the Billing phone number (you'll find the Billing number under "Need to call us?")
3. Limit increase - use Limit Request web form
4. 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

1. Blocked access, no TP - Concierge LiveChat or phone
2. Sim crashing (downed regions) - Support Ticket; or Concierge
3. Sim boundary/performance problems - Concierge
4. Sim rollback - Support Ticket
5. Lost inventory: In World: 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 Program
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 the SLCorporateUse mailing list, 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: email to sldevelopers (at) lists.lindenlab.com
   • Note: to update or correct your listing, submit a new listing Solution Provider Directory Submissions.
7. Second Life Downtime Calendar