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William J.
William J.
User

Priority Assistance service what is it?  en

Autor: William J.
Visitado 2237, Followers 2, Compartido 0  

Hi I received an e-mail informing me of the changes to Update Protection and it's advantages.

"Plus, keeping your WebSite X5 license active is now more advantageous than ever, because it also guarantees:

  • Priority Assistance service
  • the latest guides, videos, and tutorials

Can you tell me what Priority Assistance is, and where I can find the latest guides and videos.

thanks

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16 RESPUESTAS - 3 úTIL
William J.
William J.
User
Autor

Cheers for that KolAsim,

are there any more video tutorials other than the 6 you gave a link to? I have seen them before but thought there might be more that I haven't seen,

cheers.

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 ‪ KolAsim ‪ ‪
 ‪ KolAsim ‪ ‪
Moderator
Usuario del mes PT

(It > En)  ... maybe there are other videos from other users, but I don't know ...
... but in my opinion, to learn you first click and experiment directly in the program, and inspecting and testing the templates present in the > Marketplace...
... then, in the > Guide there is everything you need, very documented...
... then, there are guides and tutorials in the > FAQ...
... and then there is the 6th step, this same Forumwink, with assistance from the STAFF, and with supports shared by the community...
... if you wait, the STAFF could give you more precise information ...

ciao

.

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Aleksej H.
Aleksej H.
Moderator

Hello.

"are there any more video tutorials other than the 6 you gave a link to?" - You can look here and here.

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Incomedia
Elisa B.
Incomedia

Hi William, 

thank you for getting in touch. 

Please find here our complete list of How Tos available on YouTube: https://www.youtube.com/playlist?list=PLAu5EP-j4Fj-kci7Tnhu8Y4R_sQHDhPGu

As far as the priority assistance is concerned, this is referred to the fact that we first manage and reply to the support requests referred to active licences, then we move on to the other ones. 

Please let me know if I can be of any further help. Kind regards.

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Andrzej K.
Andrzej K.
User

So priority assistance service is quite important because 99% of problems were solved by moderators or users earlier than incomedia staff reacts...

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Esahc ..
Esahc ..
Moderator

. . . and we will keep trying :-)

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Tom G.
Tom G.
User

Another uncomfortable (for Incomedia) response deleted - made private...

Things don't change..

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William J.
William J.
User
Autor

Thanks Elisa,

in relation to Priority assistance can you tell me what timescale you work on? i.e. if I post a problem on a monday morning when should I reasonably expect an answer? further if I post an issue on a Friday would I get a responce from Incomedia over the weekend? in otherwords do Incomedia respond over the weekend?

The reason I ask is when I have been looking for an answer to a problem in the past I had to wait for a few days before I even got a reply from Incomedia and it was a lot longer if it was over the weekend.

I take it that the priority assistance will be just that a priority?

I am talking specifically the responce from Incomedia not from the forum users.

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William J.
William J.
User
Autor

Anything?

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Paul M.
Paul M.
Moderator

Hello William,

Whilst waiting on an official reply from Incomedia you might want to consider that support for any user with an active/current WebSite X5 licence will be as per the terms of the agreement which must be accepted by the user before the software can be installed.

The relevant section of the End User Licence Agreement (EULA) is as follows:

6.3 The PUBLISHER may provide free technical support through its online service at www.websitex5.com. Support requests are normally answered in 48/72 hours from Monday to Friday during working days.

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Axel  
Axel  
User

Ho thanks Paul... 

very useful user's support...yellsurprisedyellsurprised
like you can do...as usual

And try to stay fairplay and don't hidden this post ....undecided

https://wsx5.afsoftware.fr

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Incomedia
Elisa B.
Incomedia

Hi William, 

thank you for getting back to me.

We usually need between 24 and 48 hours in order to manage all the support requests we get. In this timescale, the support requests referred to active licences are managed first. For example, if you post the question on Monday morning and your licence is active, you will probably receive a reply on Tuesday morning/afternoon, while a post without priority assistance will be more likely to be replied to on Tuesday afternoon/Wednesday morning. The official support though is unfortunately not available at the weekend, as the office is closed.

I hope having clarified your doubts. Kind regards.

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William J.
William J.
User
Autor

Hi Elisa / Paul,

thanks for the clarification. 

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