Dear Customers,
we would like to introduce a new way of providing support for our open-source products. We have decided for this step, as our personal capacity did not allow us to answer all questions in timely matter as we wanted, when we provided support through Support Forums and e-mail communication. The new support system is based on the ticketing system.
All official customer support requests must be entered through our ticketing system at http://www.artio.net/asupport/dashboard.
To be able to start a new support issue, you need to have a positive ticket balance at your account. When you purchase some of our components, together with the component, you will be usually provided also a specific number of the support tickets. Different editions of components (Paid/VIP) can contain different amount of the support tickets included. The number of tickets under your account will be increased automatically when your order turns into the Confirmed status.
Basically, there are 3 types of providing support: Tickets, Custom Development and Shared Development.
- Ticket – is intended for all customers that use our components or other open-source system supported by us and have a question or problem related to installation, configuration, settings etc.
- Custom development – is intended for customers who need to add new feature, extend the product functionality or have a specific technical question, that goes over the scope of a Ticket – that is, which would require a source-code investigation.
- Shared development – is in principle same as custom development but an issue (such as new feature request) may be suggested and shared with other users, who can “join” by helping to co-finance the development together.
We have prepared Support Tutorial for you that describes instructions including images how to use our new support system.
Please note: the old ways of providing support will not be maintained anymore. We will keep our Support Forums public, but from now on, it will only be suited for a community support, not activelly followed by ARTIO.
