Support

Akeeba Backup for Joomla!

#8493 Can't submit a ticket

Posted in ‘Akeeba Backup for Joomla! 4 & 5’
This is a public ticket

Everybody will be able to see its contents. Do not include usernames, passwords or any other sensitive information.

Environment Information

Joomla! version
n/a
PHP version
n/a
Akeeba Backup version
n/a

Latest post by nicholas on Monday, 21 June 2010 23:47 CDT

user8984
I'm a pro subscriber and when I go to the My Tickets section to submit a tick, I am denied with the following message:

The page you requested is only available to subscribers

dlb
Something is wrong with your user's permissions. I'll flag this for Nicholas' attention.


Dale L. Brackin
Support Specialist


us.gifEnglish: native


Please keep in mind my timezone and cultural differences when reading my replies. Thank you!


????
My time zone is EST (UTC -5) (click here to see my current time in Philadelphia, PA)

nicholas
Akeeba Staff
Manager
Ron, you are subscribed to the AKEEBAPRO package. Its description on the subscription page reads:
One year of unrestricted access to current and future releases of the Akeeba Backup Professional backup component for Joomla!. This plan includes regular support through our Forum.


On the contrary, the DELUXE subscription package's description reads:
This is a 25% discounted combined subscription package, offering the privileges of both stand-alone subscription types: one year of unrestricted access to current and future releases of the Akeeba Backup Professional backup component for Joomla!; and one year of unrestricted access to our Enhanced Support ticket system, for privileged priority support directly from the component's developer.


That's the only reason for the price difference. When a ticket comes, I drop whatever I'm doing and reply to it. My record reply time is under 5 minutes. In contrast to that, I only login to the forum once every day. Pro subscribers' issues will be tackled first, but that's the only priority provided with the Pro subscription. If you want me to literally drop everything I'm doing to help you (that's the ticket system's purpose), you do need to pay me a little extra. I think it's fair enough :)

Nicholas K. Dionysopoulos

Lead Developer and Director

πŸ‡¬πŸ‡·Greek: native πŸ‡¬πŸ‡§English: excellent πŸ‡«πŸ‡·French: basic β€’ πŸ• My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

user8984
Thanks, Nicholas! It wasn't clear what the difference between the ticket system and the "enhanced ticket system." Evidently, they're the same. I thought I'd gone for the super uber most expensive package. I guess I missed that one.

nicholas
Akeeba Staff
Manager
I will change the wording on the subscription page to make it more clear. It looks like it is confusing for anyone who hadn't used the support forum before subscribing. Thanks!

Nicholas K. Dionysopoulos

Lead Developer and Director

πŸ‡¬πŸ‡·Greek: native πŸ‡¬πŸ‡§English: excellent πŸ‡«πŸ‡·French: basic β€’ πŸ• My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Support Information

Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.

Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!