Faster Support, Better Documentation

As Tom recently mentioned, we’ve enhanced our support plans to provide all customers with a base level of support. As part of this change, we’ve opened up our ticketing system to all users. Everyone can now file tickets in the same place - spanning customers with Premium Support, those who have yet to decide on a support plan, and even users that have signed up for a free trial. Simplified access, combined with an increased focus on world-class documentation, allows us to provide more responsive and cohesive support for everyone.

As part of these improvements, we’ve made the decision to retire our community support forum. We’d like to directly know about any issues or questions you might have so that we can address them in our product or documentation. We believe we can provide a higher quality of support through a ticketing system that allows us to categorize, prioritize and track issues.

Here’s our plan:

1. Retiring the Community Support Forum: The Community Support Forum will be read-only until August 1, 2011 at which point it will be retired. Until August 1st, you’ll be able to access archived information, but you won’t be able to create new discussions or add comments.

2. Support Ticketing Universally Available: For all new support inquiries, simply file a ticket using our ticketing system - just one place to remember! We’ll do our best to proactively file tickets for questions recently posted on the community support forum, but if you have any additional questions please open a ticket and be sure to reference your original forum post.

3. Documentation Galore: We’re reviewing and extracting the most common support issues to tackle in our Documentation section. If there’s an issue you’d like to see us address, click the big red button (or click here) to file a ticket.

We hope these changes provide you with a better developer experience, and the help you need, when you need it. Let us know what you think!