Support in General

beth.thomas (at hotmail)'s Avatar

beth.thomas (at hotmail)

04 Sep, 2012 03:33 PM

Hello,

My name is Beth Thomas and I e-mailed you on Friday 8/31/2012 asking about when you think that you will have phone support available and have not heard back from you yet. The company I work for is most likely going to choose your product for our issue tracking software, now I am concerned about how quickly Lighthouse responds, should I be concerned????????

Sincerely,
Beth Thomas

  1. 1 Posted by Nicole on 04 Sep, 2012 03:44 PM

    Nicole's Avatar

    Beth -

    We never received an email from [email blocked] before today. What address did you email? We'll track it down and see what happened.

    We also don't do phone support, but typically, respond quickly via our support forum.

    Let us know and we'll take a look.

    Thanks,
    Nicole

  2. 2 Posted by beth.thomas (at... on 04 Sep, 2012 08:41 PM

    beth.thomas (at hotmail)'s Avatar

    9/4/2012

    Nicole,

    When I was going though I not sure if it was Tender or Lighthouse on Friday and was looking at how I contact your support I am not sure where it was on the site. The page on the site stated that you do not currently offer phone support and then had a link to send an e-mail, so I selected that link maybe it did not go through. What is the typical turn around on responses to questions about the site? When I was going through both Tender and Lighthouse I would have screens pop up that whatever I was trying to do was under construction or an error had been incurred how often does this happen? I don't want to pick a product that it not properly supported and it not fully functioning. I really like how Lighthouse works just like anyone else I need to feel confident it can perform the way I need it and if I have problems that I will have backup.

    Sincerely,
    Beth Thomas

  3. 3 Posted by Nicole on 04 Sep, 2012 08:59 PM

    Nicole's Avatar

    Beth -

    Typical response, during normal business hours, is pretty quick - usually less than an hour. Can you link to the page where you saw that we don't offer phone support and saw the email link?

    Without knowing what pages you were looking at and what error/messages you were getting back it's hard to know what you were looking at. Lighthouse doesn't have any under construction pages, so again, without knowing what page you were looking at it's hard to track down the real issue.

    Let us know if you have more questions or can link to anything that would help us reproduce your experience.

    Thanks,
    Nicole

  4. 4 Posted by beth.thomas (at... on 04 Sep, 2012 09:14 PM

    beth.thomas (at hotmail)'s Avatar

    Nicole,

    This is the page:
    http://entp.com/contact/
    This is the link
    Email: [email blocked]

    The other issues I would have to try to recreate. Is Lighthouse going to provide phone support in the future?

    Sincerely,
    Beth Thomas

  5. 5 Posted by Julien on 05 Sep, 2012 12:18 AM

    Julien's Avatar

    Hi Beth,

    This is the right email address.

    Phone support is not currently on our roadmap.

    Let me know if you have questions.

  6. 6 Posted by beth.thomas (at... on 05 Sep, 2012 01:27 AM

    beth.thomas (at hotmail)'s Avatar

    So what are the specific hours that support staff are available, what are your business hours?

    Sincerely,
    Beth Thomas

  7. 7 Posted by beth.thomas (at... on 05 Sep, 2012 03:15 PM

    beth.thomas (at hotmail)'s Avatar

    I guess your response to my question yesterday 9/4/2012 at 8:27 pm tells me enough about your customer service and your desire for new customers. Thank you for your time in responding to the questions that you answered.

    Sincerely,
    Beth Thomas

  8. 8 Posted by Nicole on 05 Sep, 2012 04:28 PM

    Nicole's Avatar

    Beth -

    We have a small team and only deal with urgent issues during non-business hours. Typically someone is available to answer your questions between 7am-7pm Pacific time.

    Thanks,
    Nicole

  9. Nicole closed this discussion on 05 Sep, 2012 04:28 PM.

  10. beth.thomas (at hotmail) re-opened this discussion on 07 Sep, 2012 11:07 PM

  11. 9 Posted by beth.thomas (at... on 07 Sep, 2012 11:07 PM

    beth.thomas (at hotmail)'s Avatar

    9/4/2012

    Nicole,

    When I was going though I not sure if it was Tender or Lighthouse on Friday and was looking at how I contact your support I am not sure where it was on the site. The page on the site stated that you do not currently offer phone support and then had a link to send an e-mail, so I selected that link maybe it did not go through. What is the typical turn around on responses to questions about the site? When I was going through both Tender and Lighthouse I would have screens pop up that whatever I was trying to do was under construction or an error had been incurred how often does this happen? I don't want to pick a product that it not properly supported and it not fully functioning. I really like how Lighthouse works just like anyone else I need to feel confident it can perform the way I need it and if I have problems that I will have backup.

    Sincerely,
    Beth Thomas

  12. Nicole closed this discussion on 07 Sep, 2012 11:49 PM.

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