Support Tickets Response Time
How long does it generally take for someone to respond to new support tickets? I opened one 3 days ago and one 2 days ago and I still haven't heard back from anyone.

Any ideas?

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    seTweaks Make sure you have enabled "Support Notify" from your account so you'll get notified by email when support answers to your tickets: https://www.socialengine.com/client/edit . Also, SE Cloud support is available on weekdays only so if you open a support ticket on Saturday or late Friday, support answers on Monday. This is for SE Cloud only. SE PHP support is available on weekdays and weekends.
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    • Reply
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    Eugene [131308,Stepan Mazurov], is there something wrong? Previously SE team required 3rd party developers to reply support requests within 24 hours. Our team still follows this rule.
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      gs ==>" Previously SE team required 3rd party developers to reply support requests within 24 hours"
      I did not know this. Webhive definitely follows this, but there are others that definitely do not.

      If someone can point me to a link for this requirement that would be greatly appreciated. Plus, what does this actually mean - 'reply' - i.e. the initial reply or others as well (ex. there is a dev I deal with that usually replies to the first support request in 1-2 days, but followup posts may take many days (sometimes over a month) for another reply. Also, 'reply' does't necessarily mean resolution. Does SE have a policy on requirement for time-to-resolution? I ask because again, this same dev I'm speaking of (NOT webhive - they're great!) often takes many months to resolve an issue (one issue I'm dealing with has been 13 months - yes MONTHS so far).

      What's interesting is that I've brought up many issues with some devs to SE and they never pointed me to a policy/requirement. Also, there seems to be no 'teeth' in a requirement, if it exists because SE doesn't do anything about it, nor does it seem that some devs have a problem with making a Site-ADMIN wait for months to fix their Plugins.

      So, any links to SE's support requirement(s) for 3rd-Party devs would be appreciated.
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      Nauman Khan Thanks
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    Rick Von Ruden I don't even know if they have anyone on staff right now that knows the se cloud code since they haven't done any updates on the cloud product since July.
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    Guss Quiroz hello again to ftp files uploaded I want to open the page for isntalaciĆ³n not open
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    Nauman Khan I'm not sure what the deal was but someone did respond to my tickets. I don't think I'm going to continue with the SEO due to lack of features.
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      Eugene What features are you looking for?
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        Nauman Khan Just cancelled Cloud; decided to continue with the professional plan.