support question

[com1000]

In looking at your support policies and support points system, it says that, under the 10 points level:

"This level includes explanation and consultation on software functionalities, including explanation of already-existing functionalities and features."

This is confusing to me, becuase, i have been an ASP with you for 4 years now, and you never have quite presented your customers with anything but a bare bones user guide that is really just an overview of the software... i have had to scour forums and/or send in MANY support tickets to get answers to basic functionality and features, that are usually present, but never explained.

Does this support points statement mean that we have to pay you for 10 points so you will tell us how a software feature works?

I am hoping for a full blown software manual on V4 release, but past performance would tell me that we will be mostly on our own... htis has been an achilles heal for you fine product... CRE Loaded has a 300 page manual ( full pages, not just a few paragraphs like the current 3.5.1 manual) .....for example... and sunshop can do as much if not more....

[TWT-Chris]

We have already stated a few times that the 4.0 Manual will be released after 4.0 is final and although it will take some time to develop, it will be complete an thorough.

Also as an ASP support points do not apply to you as support is covered while you license is up to date.

[com1000]

I am not trying to give you a hard time, i have been a loyal customer since 3.2 but we have heard this before, and never received a full blown user guide or manual... Its amazing that you will be selling your new V4 state of the art, extremely powerful software to the general public/end user... with no user guide whatsoever.... how is anyone going to figure out how to use it? And if they ask a question about how it works, they will have to pay for it with support points!

I have an idea... you are saying that the user guide " it will take some time to develop" I will tell you how it can be done in a week.

Set up a wiki type of collaboration software....... ask all of your ASP's to volunteer to research a particular feature/function of the cart till they are expert on that feature... and then write a small tutorial on that function.... We can all add comments, things we have discovered, tips, tricks etc... and in a week, you will have a hundred page user guide... Im sure all of your ASPs will help you on this ( count me in) becuase we cant offer this software as service to our customers unless we know how to use it......

[DianeV]

Just to add: I'm curious as how to much these "points" will cost. I didn't see that anywhere the last time I looked.

[com1000]

$149.00 for 100 points if you log into your acct on Turnkey website , you will see in right side nav a link to 'Purchase Support'

by the way Diane, do you think my idea is worth pursuing, or should we wait 6 months for Chris and team?

[DianeV]

Thanks.

And I think it's a good idea regardless of anything, as TWT has enough on its plate right now and extra references would be useful. That said, if SS4 final comes out sooner rather than later, we might want to take a look at what they've got.

[SuppShop]

Good idea com1000. I am fairly new and slowly learning. What has taken me weeks to do might have only taken me days if I'd of had something to help me.

Why not start some threads up on here with the tricks you have learnt? I just run my site as a hobby and the little i do make out of it goes straight back into the sport I love so realisticly I am not going to pay someone heaps of $$$$ to work on my site.