tag:help.lighthouseapp.com,2008-09-20:/discussions/questions/1433-support-in-generalLighthouse: Discussion 2012-09-09T14:39:41Ztag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-04T15:33:28Z2012-09-04T15:33:29ZSupport in General<div><p>Hello,</p>
<p>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????????</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)tag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-04T15:44:25Z2012-09-04T15:47:42ZSupport in General<div><p>Beth -</p>
<p>We never received an email from <a href=
"mailto:beth.thomas@hotmail.com">beth.thomas@hotmail.com</a> before
today. What address did you email? We'll track it down and see what
happened.</p>
<p>We also don't do phone support, but typically, respond quickly
via our support forum.</p>
<p>Let us know and we'll take a look.</p>
<p>Thanks,<br>
Nicole</p></div>Nicoletag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-04T20:41:08Z2012-09-04T20:41:08ZSupport in General<div><p>9/4/2012</p>
<p>Nicole,</p>
<p>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.</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)tag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-04T20:59:37Z2012-09-04T20:59:37ZSupport in General<div><p>Beth -</p>
<p>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?</p>
<p>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.</p>
<p>Let us know if you have more questions or can link to anything
that would help us reproduce your experience.</p>
<p>Thanks,<br>
Nicole</p></div>Nicoletag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-04T21:14:11Z2012-09-04T21:14:11ZSupport in General<div><p>Nicole,</p>
<p>This is the page:<br>
<a href="http://entp.com/contact/">http://entp.com/contact/</a><br>
This is the link<br>
Email: <a href=
"mailto:support@lighthouseapp.com">support@lighthouseapp.com</a></p>
<p>The other issues I would have to try to recreate. Is Lighthouse
going to provide phone support in the future?</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)tag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-05T00:18:20Z2012-09-05T00:18:20ZSupport in General<div><p>Hi Beth,</p>
<p>This is the right email address.</p>
<p>Phone support is not currently on our roadmap.</p>
<p>Let me know if you have questions.</p></div>Julientag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-05T01:27:05Z2012-09-05T01:27:05ZSupport in General<div><p>So what are the specific hours that support staff are available,
what are your business hours?</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)tag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-05T15:15:23Z2012-09-05T15:15:23ZSupport in General<div><p>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.</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)tag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-05T16:28:33Z2012-09-05T16:28:33ZSupport in General<div><p>Beth -</p>
<p>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.</p>
<p>Thanks,<br>
Nicole</p></div>Nicoletag:help.lighthouseapp.com,2008-09-20:Comment/185009372012-09-07T23:07:27Z2012-09-07T23:07:27ZSupport in General<div><p>9/4/2012</p>
<p>Nicole,</p>
<p>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.</p>
<p>Sincerely,<br>
Beth Thomas</p></div>beth.thomas (at hotmail)