As announced last week, we have been working hard on improving the SB Pro / Pagestead support infrastructure. Today, these efforts manifest themselves in the launch of our dedicated support portal: https://support.sbpro.io.
Up until today, we have been using Slack to provide support (and occasionally regular email) and although we love interacting with everyone on daily basis, handling and organizing support via Slack has proven to be a major challenge. Keeping track of reported issues, making sure everyone gets a reply, etc. was definitely a lot harder than we anticipated it to be. Hence the decision to come up with something better.
Our new support portal should make all this a lot easier and smoother, both for myself and Tapan as well as for all our customers. Additionally, all our Starter package customers will be given access to the new support portal as well (Slack live chat was only available for our Professional and Enterprise package customers). On the support site we’ll be offering all of our knowledge base articles as well as a user forum. The knowledge base and forum will be accessible to all our customers. Additionally, we will be offering live chat support to our Professional and Enterprise package customers as well.
Below we’ll address some questions/concerns you might have at this point:
How frequently will you be monitoring the forums and replying to topics?
Whenever a new topic is opened or a new reply is posted, we will be immediately notified, after which we’ll reply as soon as we can. Typically this would mean within one to two hours during working hours. We’ll be responding on Mondays to topics and replies posted during the weekend.
Should I use the live chat or post a topic?
If the matter is not urgent, we would suggest opening a topic rather than reaching out via live chat. Opening a topic would result in the issue/question being documented and others who experience the same issue or have the same question in the future, will be able to find a solution/answer by visiting the forums. In addition, it is possible that someone visiting the forum will be able to respond to the question/problem. That said, the final decision on how to ask for support is entirely up to you.
What is going to happen to the Slack chat?
We will keep it open and monitor it for the next couple of days at least. At the very least, we will need to make sure everyone has received their support portal invite and has been able to activate/access their account. Beyond that, we’ll see… we will not be sending out any invites to the Slack anymore, but we might decide to keep it open for a little while longer.
Using Slack chat I have instant access to you guys, I don’t want to use the support portal because I will have to put in more effort to reach out to you guys and wait longer for a response.
We understand your concern. However, we will be just as available through the new support portal as we were through the Slack chat. The times we’re online will remain the same and the live web chat function will give you instant access to our team, just as the Slack chat previously did. In the end, we believe the new portal will result in better support across the board.
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