Support FAQ

Q: What is a “legacy” product? What is a “retired” product? #

A legacy product is one that is no longer under active development but has yet to be fully retired. This is not an automatic designation, and when it happens, it will be publicly announced through all our major channels of communication. Legacy products are no longer available for purchase, and no software defects will be fixed (including new issues) with the exception of major security concerns and defects that result in data loss. Official support for legacy products is included with an EllisLab Support plan.

Once a product is designated a legacy product, it will automatically become a retired product 1 year later. Retired products no longer receive updates of any kind, and are no longer eligible for support beyond help with upgrades. You can find a full list of major versions and their status here.

If you have an issue with a retired site and need expert help, ExpressionEngine services may be right for you.

Last Update: 29th November, 2018

Q: When can I get help? #

Our standard support hours are Monday through Friday from 7:00am to 3:00pm Pacific Time. Sapphire and Diamond support plans have extended access on weekdays, covering US East and West coast business hours.  In addition, Diamond support plans have limited weekend support access.

ExpressionEngine sales and support are not available for the following US holidays as our team will be enjoying their time with their families:

  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
  • Thanksgiving Day
  • Day After Thanksgiving
  • Christmas Eve
  • Christmas Day
  • New Year’s Eve

When one of the above holidays falls on a weekend, its observance is shifted to Monday or Friday in keeping with common custom.

Last Update: 29th November, 2018

Q: How soon will I get a response to my support ticket? #

If you have the Emerald support plan, you can expect to receive that guaranteed first response from us within 1 business day. Practically speaking, that means if you submit a new support ticket during or after business hours on Tuesday, you’ll get a response from us by the end of business on Wednesday. (And remember, EllisLab standard support hours are Monday through Friday from 7:00am to 3:00pm Pacific Time.)

Similarly, if you have the Sapphire support plan, you can expect a first response within 4 business hours, and Sapphire support covers extended hours.

For the Diamond support plan, you can expect a first response within 1 business hour. Diamond support has extended business hours and limited weekend support.

Emerald and Sapphire plans come loaded with Urgent tickets, and all Urgent tickets get a guaranteed first response within 2 business hours.

After the first response, we’ll work with you to resolve your ticket as quickly as possible, with priority given to Diamond tickets, then Urgent, Sapphire, and Emerald, respectively. Since your request stays in that same Customer Advocate’s active queue, it allows him or her to resolve it as quickly as possible!

Last Update: 29th November, 2018

Q: We're a web host with a lot of customer sites that use ExpressionEngine. Can we get a Support plan? #

Contact .(JavaScript must be enabled to view this email address) and we can help you figure out the best option for your customers.

Last Update: 29th November, 2018

Q: If my issue takes a long time to solve, does that count against me in any way? #

There is a time limit of 30 minutes for a single ticket. Larger projects are a better fit for our Services, which are discounted for support subscribers.  If an issue needs extensive development time and expertise, your support agent will talk you through the options.

And while there is a limit on the size of a single project, there are no limits on the number of times you can ask for help or the number of sites the questions are regarding.

Last Update: 29th November, 2018

Q: Can I purchase Support only when I need it? #

Sure! Support plans are available on a monthly (as well as yearly) cycle.  If you just need to ask a few questions every now and then, feel free to wait until those questions come up before subscribing. You can cancel a support subscription at any time from your purchases page.  Once cancelled, you won’t be billed for future months/years and you’ll still have access to support for the full paid subscription period.

Last Update: 29th November, 2018

Q: I have an urgent problem! How can I get help QUICK!? #

No problem! Emerald and Sapphire support plans come with a number of urgent tickets that can be used in just such a case of emergency. Check the urgent box when you’re submitting your support request, and we’ll get back to you within 2 business hours.

Urgent tickets that come with your support plan are per billing cycle, so you have the full count available again every time your support plan is renewed. Additional urgent tickets that are purchased do not expire.

If you’re not already signed up for a support plan, you can do so here.

Note: For Diamond support plans all tickets are better than urgent Emerald and Sapphire tickets, with a guaranteed response time of 1 hour!

Last Update: 29th November, 2018

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