At 07:09 PM 1/3/01 -0500, you wrote:
>Jennifer,
>
>I am not suggesting by anything that I said that there is anything wrong
>with the product or its developer and I certainly don't want anyone to infer
>that from my message. I'm just hoping someone can help me out getting things
>set up properly. I suspect that there is something easy that I am
>overlooking - at least I hope that is the case.
I'm not saying that anything is wrong with the developer or whatnot either.
I'm just saying that if you sell something you need to back it up and my
first impression was that it wasn't backed up. Documentation is really hard
for programmers to write-- that's why there are people whose only job is to
write documentation. But if people can't even get your product set up, you
need to help them. That's what I'm saying. Clearly there is another level
of tech support necessary for this product since it allows you to make
modifications and stuff but that doesn't seem to be what you need.
> > At any rate, go back to the
> > product page on their site and hit the "Technical Support Info." button
> > near the bottom.
>
>Not sure where you are looking.
http://www.iautomated.com/store/default.cfm?iid=13 at the bottom there is a
"Technical Support Info." button. Unfortunately it is a form input and
submits to the next page so it's a issue to link to the next page.
Have you looked at the FAQ?
http://www.iautomated.com/support/faqs/default.cfm?fid=1
> There is indeed a tech support form at
>http://www.iautomated.com/support/forms/support.cfm . But you have to enter
>your product license or support subscription key. If you did not purchase a
>support subscription with your product, you have to purchase a separate
>support subscription. Entering a product license key that was purchased
>without the support option just returns the same form saying "support
>subscription not found" (or something of that nature).
>
>I know from experience that providing free support with even the simplest of
>apps can just absolutely chew up a developers' time (and therefore profit).
>So I am not arguing with the right of the developer to charge for support.
Yes, but there are other solutions to that problem, like creating better
documentation or making the install process easier.
>Thanks very much for your note! Maybe there is another support form on the
>site that I have overlooked that does allow me to get a few simple questions
>answered?
It seems not. I just looked around in their support department and I didn't
see anything there that would let you do it. There is another form but it
apparently doesn't submit to a person who can help you. Try sending an
email to the info address listed at the bottom of the site:
[EMAIL PROTECTED]
But here is the text of the page I was talking about:
CF_HTMLAREA_ONE WYSIWYG html form tag,
single domain version
Technical Support Info.
Support is a crucial element of any
software product.
Internet Automated recognizes this, and
we will always
strive to provide the most timely and
accurate support
possible. Preference is given to users
who have purchased
technical support, but we will also
answer owners of our
software who have not purchased support,
as time permits.
Email support of this software extends
to the developer
only. Base support includes only errors
involved in
deploying our software product in a
local application.
Responses to technical support requests
are normally
made within 1 business day, allowing for
time zone
differences (based upon North American
Pacific Coast
time).
Base support does not include the following:
1.questions regarding the software
code or modification
thereof
2.errors involved in deploying our
software product in a
distributed application
3.under no circumstance is support
extended to the users
of software developed using our
products. The
developer is responsible for all
end-user support, and
in no case will Internet Automated
Inc. or its supporting
agents respond to technical support
requests beyond
the owner/developer. Technical
support requests not
originating from the purchasing
company will not be
responded to or forwarded.
Extended technical support is
available to developers
who need us to debug their
applications, but this is a
billable service.
Note that no guarantee of response is
made to users who
have not purchased technical support
with their software.
Also, as this is a developer-targeted
product, it is assumed
that the purchaser is familiar with the
use of Cold Fusion
custom tags, variables, application
files, and session
variables.
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