Thank you to both for contacting me and providing a solution for me to present to the company team. I have reverted the db to a previous BU for the current issue and am trying to make up time as we speak. Knowing this is available and having this option is greatly appreciated. I know Marcus has worked with the company in question before for me. I appreciated his contribution then and do now as well. I wanted to follow up so all of my posts didn’t appear as “negative” bombings towards EL as that was not the intent.

Thanks again,

Brian

I’ve only recently used the tech support forums, but I’ve generally had a response within 24 hours, and support is friendly and helpful.

As part of the support restructuring I would definitely recommend that a clear explanation of the support structure is provided for new customers, up front. Looking at some of the earlier comments in this thread that does seem to be a touchy point. Maybe a nice table of the support levels with certain guarantees for each level?

Thanks for your thoughts, Paul. You’re absolutely right about the need for clarity, for new and long-time customers alike. Not to worry—we’re working hard to ensure that our new plans will make very clear what our support clients can expect from us. We’re excited about what we’ll announce in the coming months! Stay tuned…

That’s great, thanks Kevin!

Sue’s gone? Mark B’s gone even if he was only briefly here? :(

I am glad to see the “Top Dawgs” replying here to let us know the inner workings of things at Ellis Labs.
I have had to search my answers in the forums, reviving old threads, digging through the knowledge base and wiki.
Often times, I send a direct email to the developer of some add-on. But most of the time, it’s just something basic.
Sadly, I’ve come to NOT rely on these forums, as I too have noticed the support staff falling behind.

I’m excited to see what the future brings to this great company.