Direct Support Needed for Paid Yearly Subscription called "update protection" 
Author: Senir D.Dear Incomedia,
Why there is NO Direct Technical Support for us to get help to whatever issues we are having with the software?. For us who pays your Yearly Subscriptions called "update protection" it is very frustrating NOT to get a Direct Help when we need it. Getting help here in your so called Community Help Center is not very helpful, everytime I ask for help it takes forever to get response. I have an open case for 4 days now and I am not getting any help. After 2 days of waiting all I get from your Support Here is asking for a backup files for them to check. As a customer I am not confident in sharing a files here Due to Security Reasons and protecting my files, I don't think it is appropriate to share my files here in a community help center, where everyone can have access on a shared files.
For your Yearly Paid Subscribers you should have at least provide a Secure and Safe System, a Chat, a Direct Ticket Support System for your local or foreign subcribers.
Dealing with software issues is already frustrating, but NOT getting a convenient support from a company is event worst!
Thanks,
Senir
Hello. I sent a notification about your question to the company employees, expect an answer from them here in the comments.
"As a customer I am not confident in sharing a files here Due to Security Reasons and protecting my files, I don't think it is appropriate to share my files here in a community help center, where everyone can have access on a shared files." - You can create a private message that only company employees will see.
Hello Senir
In order to guarantee that every request is correctly analyzed and answered and each assistance request is handled with the necessary care, it is required that a dedicated topic is opened as to allow the technicians to correctly investigate each issue dedicating the necessary amount of time to every question.
Please consider that you can open private topics in order to received answers from the official technical Staff as soon as possible. I apologize if sometimes receiving an answer can take a little longer than expected, but rest assured that your question will be analyzed and will receive an answer as soon as possible.
About your current issue, please continue on your private topic as to be sure to get to the bottom of the problem
https://helpcenter.websitex5.com/en/post/231285
Thank you
Stefano
Author
Hello Stefano & Aleksej H,
As a customer how can you blame me for not sharing a files here even if it is a Private Post???. Still your Private Post is NOT TRUSTABLE, there is a 24 Visit on my private post and how do I KNOW from those 24 visit are all from Legit Employee of yours??? Tell Me?
Also out of those 24 visit and 5 days of waiting for a help, are those 24 employees or tech jut IGNORING my needed help?
If Incomedia need to ask for sensitive informations, Incomedia SHOULD have a Secure and Safe System, a Chat, a Direct Ticket Support System specially WE as customer pays your Yearly Subscriptions so called "update protection".
Thanks,
Senir
Good luck Senir because it's a main company concept....
- Like a bug tracking system for customers... Asked ... nothing...
- Annual roadmap for customers... Asked... nothing.
- Priority list and wishing list registered ... Asked ... nothing
We paid for an Update Protection... but often bugs and wishes are not fixed... just new features or objects ( mouse moving with traces and so more ...Beurkkkkk like 1990 website for beginners.... just decided by Incomedia and NEVER asked by users .... ) ... too often... Our wishes and quick fixes are often not done .. So we paid for their decision and not ours whishes/issues.
It's a pity... but probably a company concept.... Many users have moved to other solutions more pro and market ready.
I wrote to their CEO... but answers are always a buls.....
Hope this helps.
Axel
Author
Thank you Axel,
I am glad I am not the only one being frustrated. You are absolutely correct incomedia is so MORE FOCUSED on new features than fixing things. I have been using X5 since version 9 and each time new updates and releases SOMETHING BREAKS and asking for help takes FOREVER.
Incomedia SHOULD take extensive testing before releasing any updates.
Senir
As a customer with many business software systems installed on local machines and servers, I would like to comment that X5 is about average when it comes to support.
I too find many things frustrating, but overall it works well and is good value. The users in the community forum are very dedicated and helpful. Some of them are exceptional.
Yes Adrian the users in the community forum are very dedicated and helpful BUT so should Incomedia no??
Without the users and the community forum I think Incomedia would be in real trouble. It is the users that are being used as unpaid technical Support.
Senir is correct there should be direct technical support for those who bought into the "Update Protection" scheme. I remember asking the question at the time and I was assured that if you had UP you would get priority support. In my experience this was not the case. On avarage it would seem that it still takes Incomedia just as long to respond to a query and do not even respond over a weekend. How is that priority support??
Author
Thank You William J. for backing up!
Adrian B. you are also correct this community help center is very helpful in a Non-Internal Software issues. Howewer, when we have a problem that the community can't help we are helpless without Direct Support from incomedia.