Support Clarification

Discussion in 'vBulletin Discussions' started by News Bot, Sep 17, 2012.

  1. News Bot

    News Bot Regular Member

    Apr 28, 2011
    Likes Received:
    Cyber Space
    There is an apparent confusion how support works and will work going forward.

    Standard Support - Every active license has standard forum support. We have people who provide paid technical support in the forums as well as you gain access to a wide variety of knowledgeable customers. This is a our standard level of support.

    Expedited Ticket Support - Our previous ticket support option.

    Paid Support - Priority access to support through the Ticket System (and phones). Previously this was two separate items but we have combined them into one package. Our Ticket and Phones are staffed by Tier-1 and Tier-2 support and provide escalation to Development teams, via JIRA, if necessary.

    How this applies to your license is as follows:

    vBulletin 5 Connect - Each license comes with Standard Support and Expedited Ticket Support for 30 days. For this license, your Expedited Ticket Support begins the day we release a final version of vBulletin 5.0.0 and last for 30 days after that. If you purchase during the Beta Program, we will provide ticket support as possible during the Beta Program. During the Beta Program not all issues will be solvable as they may be bugs or other problems development may need to solve. In those cases, you will be referred to the forums and/or JIRA for issue tracking.

    vBulletin 4 Publishing Suite - You will maintain access to Expedited Ticket Support under the License Agreement for your software.

    vBulletin 4 Forums Only - If you have purchased Expedited Ticket Support then you will continue to receive support until the contract expires. At that time you can purchase Paid Support or switch to Standard Support.

    vBulletin 3.X Owned Licenses - If you're using a product that is end-of-life, we will continue to try and assist as best we can. However there will be no bug-fixes on this software. You will maintain access to Expedited Ticket Support under the License Agreement for your software.

    vBulletin 3.X Leased Licenses - All of these licenses have expired. No support is offered.

    Phone Support - Phone Support is no longer offered as a separate support option. Current contracts will be honored until expiration. In order to renew phone support you must purchase a monthly or annual Paid Support contract.

    When you switch to a vBulletin 5 Connect license, the support will follow the terms of that licenses, regardless of which version of the software you download.

    Continue reading...
    Brandon likes this.

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