Another fantastic experience!!!!

[Capper]

Last night we updated our site to V4.0....I specifically waited until early evening to limit downtime, and to compensate for the time difference between where I am and where the Vivvo offices are......just in case we ran into any issues.

So I get it installed, and when I log in, I get:


Your License is Invalid
Scenarios for Invalid License:

1) Possible Typo of license number provided
2) Trying to use the script without a valid license

If you feel that this error is invalid, please contact the software vendor.

I email Vivvo immediately, copying the error message, and explaining where I am.......and i get a response a bit later:

Did you use this license number on some other domain prior to installing here? This could be the possible problem.

I respond immediately that "no, we only have it installed on our one site".....and more than 3 hours later, we haven't gotten another response.

You'd think that when someone tells you its an emergency, and their site has been down all evening, and well into the morning, without so much as a second response.

[Mark]

You have a 24h response SLA, and the support that you have received is absolutely within the boundaries of our agreement; priority support is given only to the holders of developer/corporate licences. Our support is working on your problem and you should be confident that it's going to be taken care of ASAP, as always.

All our customers are currently migrating to 4.0 and there is no point in arguing that your "emergency" is in any way more urgent than theirs, isn't it?

Hence, I see no reason for any further discussion of this issue.

[boccio]

I really had to login to HelpDesk and see what was the problem with you (again). Here's what I saw.

Ticket #KOU-56882-465: emergency

1. Wed, 10 Oct 2007 22:46:50 (the ticket was created)
2. Thu, 11 Oct 2007 00:13:20 (initial response time within 1h and 28 minutes)
3. Within next two hours you sent SIX tickets requesting urgent response.
4. 11 Oct 2007 02:48:39 (support solved the problem, total time 4h and 2 minutes)

Having in mind that we offer 24h response SLA, I really must praise our support team for such efforts, especially when having in mind the quantity of support and upgrade requests these days.

As for yourself, I really don't have any comments.

[DRIVE]

I've found the support system to be more than adequate.

Our Web sites are the bread and butter and when our sites are down or have quirks we look like a bunch of monkeys :) Having a site down or a serious performance issue is an emergency to EVERYONE. I find the 24hr SLA to be very adequate. I've never had an issue that wasnt resolved quickly.

For enterprise and mission-critical sites, try paying someone who REALLY knows what they are doing to be available on a moments notice to fix your site. Any seasoned programmer can trouble-shoot and fix your issues and you can get one for between $50 - $175 per hour. However to have one to be available to you 24/7/365 it would cost you a hell of a lot more than that.

Point is, the 24hr SLA is adequate for Spoonlabs and is pretty much a standar time-frame. You arent STUCK. If you are running a Web site that is doing THAT much traffic, you should be able to afford "instant help".

Not to mention, in these Forums, there are many people who will try to help you, along with a wealth of posts that have issues and resolutions.

There is nothing wrong with the support here. Most problems are solved long before the 24hrs anyway :)

[Blueracer66]

On behalf of all other new users (noobs), I apologize. People should try doing a forum search before posting for help or creating a support ticket. Seriously, it is more likely than someone else had the same problem and was resolved by either the website staff or other users. It's frustrating having to answer the same questions multiple times in a short period of time. Someone will often redirect you to another thread with the same topic...

Also, read the manuals. They are there for a reason! If you cannot find the answer to your question after searching it in the site THEN you could request support at the forums or through the ticket system.

[dave25]

But How can another user help with the "Invalid License" problem?
This is an issue that only support can help with.
So Im not sure that searching the forum will help in this case.

[DRIVE]

I tend to agree with you although there are a few things that can cause the error and those are addressed in the forums. I've encountered it myself.

I am fairly certain that an invalid license error would have a higher priority than most other troubles.

I am positive that the support team doesnt drag their feet when it comes to helping their customers solve problems. I know one hour seems like a day when your site is down or producing some type of critical 'ugly' output and that doeth sucketh :)

[pcoskat]

I posted on a ticket on Tue Dec 11 2007 07:33PM, and haven't gotten any response.

It wasn't an 'emergency', but I think there's been enough time for someone to have responded to me... :(

I really love the Vivvo product, but dearly wish the support was a lot tighter.