CasperVend 2/Getting Help: Difference between revisions
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If you are doing a ticket for a CasperTech item that is currently not working properly, '''leave the non-working one out where he can access it''' and make sure you complete a webform support ticket - he cannot troubleshoot a problem when you have deleted the object, or fixed it to a working condition again. | If you are doing a ticket for a CasperTech item that is currently not working properly, '''leave the non-working one out where he can access it''' and make sure you complete a webform support ticket - he cannot troubleshoot a problem when you have deleted the object, or fixed it to a working condition again. | ||
==== Ticket must include ==== | |||
---- | |||
:* SLURL to location of at least one of the affected items | |||
:* Transaction ID | |||
:* Description of problem | |||
:* Circumstances in which the problem appears | |||
'''Also make sure that Casper is added to any relevant security whitelists when having him check on things like DropBoxes.''' | |||
=== 3) By Email === | === 3) By Email === | ||
Revision as of 16:04, 2 December 2016
CasperTech System Owners Only
Unlike some vending system operators, we don't charge for support, and we don't make you jump over hurdles to get it. Support can be obtained quickly and easily.
We are fanatical in providing the best support possible in SL, but you need to be aware that we have a strict policy of only providing support to the avatar which owns the product in question, and not to alts, business partners, managers, affiliates, or customers of our clients.
This policy applies to everyone, even to customers that we are familiar with.
You may give us permission to speak with your trusted associate regarding your account, however this will only apply:
- On a per-occasion basis, AND
- The system owner avatar must contact Casper Warden directly for each occasion to grant permission AND
- gives us the SL account name of the person we will be speaking with.
Please see Account Holders Only for the legal explanation behind this policy.
How Can I Get Help?
Our support staff are ready and waiting to help you, the system owner! Below are some of the many ways that you can get in touch.
Website Connectivity Errors
If you are getting an error number 400-499 when trying to connect to ANY CasperTech website, this is usually due to a browser issue, which in turn is usually because some sort of malware got itself installed.
Bringing up a new private or "incognito" type window almost always works around the malware by disabling all (or at least most) of the plugins for that window.
| If you are using... | Use this for new window |
|---|---|
| Chrome (by Google) | "Incognito" - Ctrl + Shift + N |
| Firefox (by Mozilla) | "Private" - CTL + N |
| Edge (Windows 10) | "InPrivate" - CTL + SHFT + P |
| Safari (Mac) | "Private" - CTL + OPTION + P |
| Internet Explorer (Windows) | Unsupported - use a different web browser |
If you are using Internet Explorer, you need to be aware that IE has been officially discontinued, and there are large security holes that will never get patched. As a result, we recommend you use one of the above mentioned web browsers instead.
Contact Us Directly
1) When Casper is online: By IM
You can IM CasperTech Support (CasperHelp Resident) any time inworld if you need assistance.
Use this link FROM WITHIN SL to pull up his profile directly: CasperHelp Resident
2) When Casper is offline: By IM-to-Webform (Preferred)
If Casper is not online, send him an IM anyway. You will receive TWO offline messages - one immediately, the second one a few minutes later. WAIT for the second one, then use the link in that message to go to the webform ticket system.
Use this link FROM WITHIN SL to pull up his profile directly: CasperHelp Resident
Utilizing this ticket method ensures that your message is in HIS system, and not trapped in the grid's messaging system which devours messages for breakfast, lunch AND dinner.
If you are doing a ticket for a CasperTech item that is currently not working properly, leave the non-working one out where he can access it and make sure you complete a webform support ticket - he cannot troubleshoot a problem when you have deleted the object, or fixed it to a working condition again.
Ticket must include
- SLURL to location of at least one of the affected items
- Transaction ID
- Description of problem
- Circumstances in which the problem appears
Also make sure that Casper is added to any relevant security whitelists when having him check on things like DropBoxes.
3) By Email
Only use email when the IM-to-webticket system is not accessible! The email is not checked in a timely manner otherwise!
You can also contact Casper by email if you wish, at casper@sl.cm
Ask In Our Support Group
When you purchased your product from CasperTech, you were sent a group invite. That is our very large user support group, and it's full of very helpful and friendly people. If you missed the invite, contact Casper Warden in second life to request a fresh invitation.
Things to Remember
NO Notecards!
The grid's inventory drop system loves notecards. So much, in fact, that pretty much every notecard sent is eaten before they arrive in Casper's inventory - if you've only send messages to Casper by notecard and wonder why you haven't heard back? Well, this is why.
If Casper is offline, you should always get TWO offline messages - use the link in the second message to get to the webform ticket and send him your message that way instead.