CasperVend 2/Getting Help: Difference between revisions

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Unlike other operators, we don't charge for support, and we don't make you jump over hurdles to get it. Support is obtained quickly and easily.
= '''<span style="color:#00528c">CasperTech System Owners Only</span>''' =


== '''<span style="color:#00528c">Website Connectivity Errors</span>''' ==
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.
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.  
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 business partners, managers, affiliates, or customers of our clients.


: If you are using Chrome, use Ctrl + Shift + N to bring up an "Incognito window" and try again.  
This policy applies to everyone, even to customers that we are familiar with.


: If you are using Firefox, use CTL + N to bring up a new "Private window" and try again.  
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
:# You must '''[[CasperVend_2/Getting_Help#2.29_When_Casper_is_offline:_By_IM-to-Webform | contact Casper Warden]]''' directly for each occasion to grant permission AND
:# You give us the SL account name of the person we will be speaking with.


: If you are using the Edge browser (in Windows 10 or higher) use CTL + SHFT + P to "Open new InPrivate window" and try again.  
Please see '''[[Account_Holders_Only | Account Holders Only]]''' for the legal explanation behind this policy.


: If you are using Safari, use CTL + OPTION + P to open a "new private window" and try again.
= '''<span style="color:#00528c">How Can I Get Help?</span>''' =


: 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.
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.


== '''<span style="color:#00528c">CasperTech System Owners Only</span>''' ==
== '''<span style="color:#00528c">Website Connectivity Errors</span>''' ==
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.


We are fanatical in providing the best support possible in SL, but please be aware that we support CasperTech system owners '''only.'''
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.  


Please see '''[[Account Holders Only]]''' for more information.
{| class="wikitable"
|-
! '''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 Explorder
| Unsupported - use a different viewer
|}


== '''<span style="color:#00528c">How Can I Get Help?</span>''' ==
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.


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.
== '''Contact Us Directly''' ==
 
== '''<span style="color:#00528c">Contact Us Directly</span>''' ==


=== 1) When Casper is online: By IM ===
=== 1) When Casper is online: By IM ===
Line 51: Line 71:
You can also contact Casper by email if you wish, at casper@sl.cm
You can also contact Casper by email if you wish, at casper@sl.cm


=== 4) Ask In Our Support Group ===
== '''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, '''[[CasperVend_2/Getting_Help#2.29_When_Casper_is_offline:_By_IM-to-Webform | contact Casper Warden]]''' in second life to request a fresh invitation.
When you purchased your product from CasperTech, you were sent a group invite. That is our 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 one.
 
== '''<span style="color:#00528c">Things to Remember</span>''' ==


= '''<span style="color:#00528c">Things to Remember</span>''' =


=== NO Notecards! ===
=== NO Notecards! ===
Line 66: Line 84:
=== NO Bug Tracker Tickets for Technical Support ===
=== NO Bug Tracker Tickets for Technical Support ===
----
----
The bug tracker system is '''NOT''' for personal technical support and is therefore '''NOT''' able to provide 1-to-1 support in anything approaching a timely manner.
The bug tracker is ONLY for reporting chronic/system-wide issues that affect ALL users - not just one or a few - or for offering suggestions to improve CasperTech products.


Bug tracker is ONLY for reporting chronic issues that affect ALL users - not just one or a few - or for offering suggestions to improve CasperTech products.
Bug tracker is therefore '''NOT''' able to provide 1-on-1 support in a timely manner, and '''will NOT be checked regularly.'''

Revision as of 09:32, 14 May 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 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:

  1. On a per-occasion basis, AND
  2. You must contact Casper Warden directly for each occasion to grant permission AND
  3. You give 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 Explorder Unsupported - use a different viewer

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

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.

3) By Email

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.

NO Bug Tracker Tickets for Technical Support

The bug tracker is ONLY for reporting chronic/system-wide issues that affect ALL users - not just one or a few - or for offering suggestions to improve CasperTech products.

Bug tracker is therefore NOT able to provide 1-on-1 support in a timely manner, and will NOT be checked regularly.

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