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Pegotty Cooper
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December 14, 2012 at 2:03 am
I have been on the site three times to purchase Business License but get no acknowledgement of purchase – and do not want to keep trying for fear of multiple charges to credit card. I had submitted questions earlier about product and am now frustrated with last of ability to contact support for help in purchasing product.
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This topic was modified 4 years, 9 months ago by
 Garth.
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Dean
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December 14, 2012 at 2:29 am
Hello Pegotty,
I am really sorry that this has happened, and from here I cannot see the issue. I will forward this onto the Sales dept to look into as soon as they come online (USA time) and we will get back to you asap.
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Seth Shoultes
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December 14, 2012 at 7:10 am
Hi Pegotty,
Can you please let us know what browser you’re using? We have had several problems with older versions Internet Explorer. Can you please try using a different browser to make the purchase?
Thanks!
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Pegotty Cooper
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December 15, 2012 at 7:36 am
I am using IE 9.0. Can I verify that no charges have been made to credit card?
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Pegotty Cooper
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December 15, 2012 at 8:59 am
Is there a way to speak with the sales department before purchasing. I have some questions about the number of issues that are on the support forum and the feasibility of installing this version without having accessible support.
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Seth Shoultes
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December 15, 2012 at 2:50 pm
Your credit card has not been charged.
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Seth Shoultes
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December 15, 2012 at 2:51 pm
What issues would you like to discuss?
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Pegotty Cooper
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December 18, 2012 at 5:49 am
I am seeing on the forum many many issues about using the current version which have me wonder if this is the right system for me to use. The support for new users seems to get good reviews but I also see people struggle with how to get support when they need it especially at the outset.
What kind of support do I get with business license?
How quickly can I expect poeple to look at HELP postings when somehting is not working?
What happens on weekends for support?
What does it cost for set up and configuration and upgrade to latest versions of everything?
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Dean
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December 18, 2012 at 6:25 am
Hi Pegotty,
We are constantly striving to improve the support we offer to our customers, including hiring staff in different time zones, and improving our own behind the scenes stuff to help us speed up our response times.
The support licence you purchase will get you one year of plugin updates and forum based support.
The level of support we provide is based around the forum, so asking question in the forum will get an answer from one of the support team. We try to answer these as quickly as we possibly can, but of course sometimes there is a delay, we try to respond within 24-48 hours though that isn’t guaranteed, however we often respond much much quicker.
Our main team runs US hours and little old me runs the EU hours so support is virtually 24 hours. Weekends currently run on skeleton staff so response time is slower
We will be introducing faster guaranteed response times for our VIP members in due course and we are discussing whether that will run over the weekends as well.
We offer Priority Support tokens for an additional cost, which are suited for when you need detailed assistance outside of the scope of support – for example resolving detailed issues with conflicting themes, moderate level customisations and generally anything that cannot be answered or resolved quickly via the forums or is not directly related to EE.
We do try and resolve as much as possible within the scope of the forums.
We offer a Basic Install ($35) and Basic Install with Configuration ($65) options, when you initially purchase the plugin.
If you have any more questions, just let me know.
Thanks
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Pegotty Cooper
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December 18, 2012 at 9:49 am
Does the basic install with configuration include updating wordpress if needed? Currently 3.4.1 is installed using Weaver ll theme and the free version of event espresso has been installed with a number of events already set up.
And how long would we have to wait to have the installation done?
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Dean
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December 19, 2012 at 3:30 am
Hi,
Sure that would only take two minutes so it shouldnt be an issue, just advise the staff member when they contact you.
Re wait time: we try to get them done as quickly as possible when they come through, though they need to be checked off by the sales staff first, so it will be US time.
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