No response to help requests

This is the place to discuss the LiveCode Hosting service.

Moderators: Klaus, FourthWorld, heatherlaine, kevinmiller, robinmiller

Post Reply
jon@armasoft.co.uk
Posts: 19
Joined: Mon Apr 18, 2016 10:31 am

No response to help requests

Post by jon@armasoft.co.uk » Mon Nov 07, 2016 11:04 am

Have made 3 attempts to get help via the cpanel 'contact us' form and not received a response. I get the impression that the resulting emails are going to an unmonitored address.

Is anyone else having problems getting support for their hosting account?

jon@armasoft.co.uk
Posts: 19
Joined: Mon Apr 18, 2016 10:31 am

Re: No response to help requests

Post by jon@armasoft.co.uk » Mon Nov 07, 2016 11:20 am

Looks like the 'contact us' via cpanel isn't working, but I've tried via https://livecode.com/hosting/support/ which was in my welcome email.

dave.kilroy
VIP Livecode Opensource Backer
VIP Livecode Opensource Backer
Posts: 835
Joined: Wed Jun 24, 2009 1:17 pm
Location: Plymouth, UK
Contact:

Re: No response to help requests

Post by dave.kilroy » Mon Nov 07, 2016 3:46 pm

Hi Jon - hmm, you used be able to get support from on-rev.com/contact-us - but that now redirects to http://livecode.com/hosting/

The following text appears in my hosting page when I log in to my LiveCode account - but if nothing else try support@livecode.com - also, have you tried using the Chat widget at http://livecode.com/hosting/?
We offer 24/7 email support to cover issues you may experience with your On-Rev hosting. You can contact us via our online contact form at:

http://www.on-rev.com/support/contact-us/ or alternatively email us at on-rev@runrev.com.

Routine support requests will be handled during working hours however if you have an emergency we are available 24/7. In order to get support out of office hours you must use "Urgent" in your email subject line, or choose "Emergency" from the support form.

IMPORTANT: Emergency support is for critical issues like your site going offline or being under attack. PLEASE DO NOT use the emergency support feature for anything else. PLEASE ENSURE the email address you use is the same email address you gave when you signed up for the service, otherwise an administrator will not be called outside office hours.
"...this is not the code you are looking for..."

LiveCode_Dave
Site Admin
Site Admin
Posts: 187
Joined: Wed Jun 27, 2007 10:13 am
Location: Edinburgh
Contact:

Re: No response to help requests

Post by LiveCode_Dave » Mon Nov 14, 2016 5:06 pm

Hi John,

Thank you for bringing this to our attention. I have updated the settings used by the contact feature included in cPanel. However, we recommend using the support form located at https://livecode.com/hosting/support/ as this has options for specifying what type of support you require, including emergency support.

-David

delorme
Posts: 2
Joined: Thu Oct 05, 2017 11:08 am
Contact:

Re: No response to help requests

Post by delorme » Thu Oct 05, 2017 11:22 am

Hi from France
Could we have an online service request log which would trace our tickets with dates, questions and replies?
This would solve the kind of "mute support" problem.
Regards from Jean-Marc

Post Reply

Return to “LiveCode Hosting”