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
- Buying an island - (You can use the lower link 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
- 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
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 SLCorporateUse@lists.secondlife.com, 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: sldevelopers@lists.lindenlab.com