Introducing . . . a new, ticket-based Community Server support system!

Enterprise and Professional licenses now include a set number of support tickets. These tickets can be used for email or phone support .

Typically, a support ticket will include 1 hour of time from a support engineer. Support coverage includes:

• Setup and installation of the licensed product or applications within our suite of products
• Configuration of features or applications within the licensed product
• Troubleshooting of errors, bugs, or issues for licensed products

NOTE: A support ticket does not include fixing problems or bugs introduced with custom development work on the platform.  If you are able to provide reproducible steps to recreate a bug and we validate it on our side, we will credit you a support ticket as well as work to provide a hot fix or workaround.

Support Ticket Distribution

With the release of Community Server 2008, each new license comes with a set number of support tickets:

• Each license of the Community Server 2008 Professional Edition includes 2 support tickets.
• Each license of the Community Server 2008 Enterprise Edition includes 10 support tickets.

NOTE: Existing Community Server Small Business and Professional licenses will be given 2 support tickets each, and existing Enterprise licenses will be given 10 support tickets.

Support Ticket Purchase

Additional support tickets are available for purchase either online or by phone at $200 each.  Developer level support tickets are also available for purchase either online or by phone at $400 each. (Users of the FREE Express version of Community Server are able to purchase standard support tickets).

Support Ticket Communication

All support is now managed through this contact form. When filling out the form, please include a detailed explanation of the issue.