Michael Novotny (8BIT)
posted this on January 23, 2012 11:41 am
Welcome To Our Support Community!
We'd like to welcome you to our support forum! This is not some place where we send our users and then never talk to them again. This is a very active community where we are all learning from one another. We are here to guide and help!
How To Use The Forum
There is a dedicated forum for each of our products. Aside from the general forum (announcements, showcase, etc.) that is visible to everyone, you will see other forums for the products you purchased a Support License for. Each forum has four sections.
Bugs & Questions: Users submit their bugs or questions and other users can indicate that they have the same a bug or question by clicking the "Me too!" button. If you're in doubt of where to post something, this is the place to post it. We can always redirect it to it's proper spot if needed. We can also mark specific comments within the bugs and questions as "Answered" so you can quickly scan for the solution.
FAQ & Tutorials: These are official FAQs and tutorials from the 8BIT team or pre-approved submissions from the community.
Feature Requests: This is the most important section of the forum from a community perspective. We do listen to you! We frequently revisit the feature requests when working on the next release of our products to gather ideas of what is important to you. You can vote up features by clicking the "Me too!" button. This is important to note because starting another feature request for something that already is in the feature requests section essentially takes away a vote thus making a feature request look less important. The more votes something gets, the more it alerts us to pay attention. Just because a feature request is submitted or even has a lot of votes doesn't mean it will be implemented. We communicate to the community what our intentions are for each feature request by marking them as "Planned", "Done", or "Not Planned".
Downloads: This is where we offer downloads of new versions of our products or other related downloads to the product.
There is one more "section" to the forum worth mentioning here. In the navigation bar, you'll see a "submit a request" link. This will create a "ticket". This is a non-public conversation between you and the 8BIT team about an issue, a question, etc. We can turn tickets into forum topics, if we feel the community would benefit from the private conversation (ie. a user discovers a bug and we have a solution for it, etc.). Requests / Tickets are a good place to ask login issue questions and private matters like that.
We do not govern the forum with an iron fist, but there are a few ground rules we do like to make known to keep the forum in order.
Please be respectful. This goes for us too! The internet sometimes makes it hard to read tone. We know people visiting here are using our products for projects that are very personal to them, and when things don't work as expected, that can be very frustrating. Help us help you by working together to get things done.
Please keep forum topics…on topic. Do not hijack a topic and ask a completely unrelated question or make an unrelated comment. Start a new forum topic so conversations, questions, and solutions are easier to search for and find by other users.
Please do not post the same question or issue in multiple places in the forum. Also, there is no need to submit a request and a forum topic. We see everything. That might sound like an exaggeration, but it's completely true. We see it. Trust us. It actually takes us more time to sift through all the duplication. If you feel like you're being ignored, just kindly let us know and that will give us an extra alert to try and loop back and cover it. More on this point is unpacked in the "How / When Questions Are Answered" section below.
How / When Questions Are Answered
We're usually pretty quick with our replies, often replying within a few hours of being asked. Sometimes we experience a high amount of questions or we're busy wrapping up a new release and things can get backlogged. Our goal is to try and reply within 24 hours. In general (but there are always exceptions), questions are answered in order by when they are asked with the following priorities.
Support issues first (ie. problems installing the theme, errors, etc.).
General questions relating to the theme.
Simple design / customization.
Advanced design / customization (if ever).
Numbers 1 and 2 are covered by the purchased Support License. Numbers 3 and 4 are not, but we absolutely love to help and educate the community! We'll help do what we can, when we can, but cannot guarantee that absolutely everything that falls into 3 and 4 will be addressed.
These products mean just as much to us as they do to you. Always know that we intend to operate with your best interest in mind. We are in this together. Let's see what we can do!
If you have any question about anything above, please let us know in a comment below so we can help clarify.