Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
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- Brett
- Hero Rocketeer
- Posts: 389
- Thanks: 4
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Hi all,
Let me be clear UPFRONT, generally I get AMAZING service from Rockettheme! The people are so friendly, quick, awesome and Extremely knowledgable, I am proud to be a member of Rockettheme!
However, I am a little unclear as to EXACTLY what the membership buys me.
My understanding.
A certain amount of site licenses depending on the subscription I buy.
My understanding here is that if the subscription says "3 Site licenses", the word "Site" refers to domain name. not IP address. It means that I can use 1 template per domain up to 3 domain names. is this the incorrect understanding?
A certain amount of months depending on the subscription I buy
My understanding here is that if it say 3 months, it gives me FULL access to the template library FOR DOWNLOAD and the forums for support on the template.
Forum Support for the templates anf extensions in question. NOT premium support.
The understanding here to me is that I get access to the support forums for each and EVERY template and extension made available to us. to use the forums to get assistance.
My Concerns
I only have one concern, I can't seem to find any statement about the SLA(Service Level Agreement) that exists (If any does) between Rockettheme and the clients for their subscription purchase for response times on forum threads. I would like to know if this is a best effort service and we will ge a response if and when Rockettheme feels like giving us a response? Or is there not supposed to be some sort of acceptable response time on queries or issues experienced with the subscription license we purchase. I have been waiting now for a week and 3 days for a reply to my problem and have not had any response regarding this. So i guess that before I post threads about the bad service I am experiencing (SPECIFICALLY about this individual problem) i would just like to know EXACTLY where I stand.
Can someone please help me right?
Thanks
Brett - Last Edit: 9 years 10 months ago by Brett.
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- MrT
- Preeminent Rocketeer
- Posts: 101084
- Thanks: 13484
- Web Designer/Developer
Re: Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
Posted 9 years 10 months ago-
Hello Brett.
With regards to "what you subscription buys you" - I refer you to this link here http://www.rockettheme.com/docs/accounts_billing/comparisons.md and the links on the left of that page - I think that does adequately answer your questions.
bluesteam wrote:A certain amount of site licenses depending on the subscription I buy.
My understanding here is that if the subscription says "3 Site licenses", the word "Site" refers to domain name. not IP address. It means that I can use 1 template per domain up to 3 domain names. is this the incorrect understanding?
It means that you can use any of the templates that your subscription allows you to download on a total of three sites - i.e. the maximum number of sites (domains) is three regardless of what templates you select for them. http://www.rockettheme.com/docs/accounts_billing/site_licenses.md
bluesteam wrote:A certain amount of months depending on the subscription I buy
My understanding here is that if it say 3 months, it gives me FULL access to the template library FOR DOWNLOAD and the forums for support on the template.
Which subscription are you referring to? joomla template club? then yes. There are also lifetime template subscriptions too whereby you buy a subscription to a specific template and that entitles you to have access to downloads for that template and support for "lifetime". http://www.rockettheme.com/docs/accounts_billing/membership.md
bluesteam wrote:Forum Support for the templates anf extensions in question. NOT premium support.Which subscription again? joomla template? developer? only for the duration of your subscription if you mean those. "Premier" support is an additional PAID service that get's you direct access to one of our developers within 2 hours http://www.rockettheme.com/purchase-premier-support
The understanding here to me is that I get access to the support forums for each and EVERY template and extension made available to us. to use the forums to get assistance.
bluesteam wrote:My Concerns
I only have one concern, I can't seem to find any statement about the SLA(Service Level Agreement) that exists (If any does) between Rockettheme and the clients for their subscription purchase for response times on forum threads. I would like to know if this is a best effort service and we will ge a response if and when Rockettheme feels like giving us a response? Or is there not supposed to be some sort of acceptable response time on queries or issues experienced with the subscription license we purchase. I have been waiting now for a week and 3 days for a reply to my problem and have not had any response regarding this. So i guess that before I post threads about the bad service I am experiencing (SPECIFICALLY about this individual problem) i would just like to know EXACTLY where I stand.
The "SLA" (your term) that you referred to is in our terms of service link at the bottom of every page - I have highlighted the relevant section. The is the legal answer to your question In practical terms we try to answer most posts within 48 hrs if we can. Sometimes we do miss posts but usually the reason for this is if you have answered your own topic and therefore taken yourself out of the "unanswered topics" queue that the moderators of this forum use. Also, be aware that moderators work in different timezones throughout the world that may not match your own - this can also lead to delays in replying. Please can you let me know the post where we have not responded to a week and three days and I'll happily respond to you and address your question. I did look through your topics but I couldn't find it? Could you also let me know the specific post where you feel you are receiving bad service and again I'll look into it for you.
Finally, there are a couple of other suggestions that I can make:
1. If you ever feel you are receiving bad service you can use the "contact us" link at the bottom of the page which will send an email to out support desk who will respond promptly to you. We have a strong reputation for providing excellent support on we would like to sustain that reputation.
2. For a specific post, where you feel we might have missed your topic (say after a couple of days) you can use the "report" button and add a comment to that effect - this sends an immediate message to the moderators that something needs attention. Please do not over use this though - do give us at least 48hrs.
I hope that answers your questions.
Regards, Mark. - Please search forums before posting. Please make sure your post includes the version of the CMS you are using and a link to the problem. Annotations on screenshots can also be helpful to explain problems/goals. Please use the "secure" tab for confidential information.
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- Brett
- Hero Rocketeer
- Posts: 389
- Thanks: 4
Re: Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
Posted 9 years 10 months ago-
Hi Mark,
This reply has been extremely helpful in assisting me to understand the entire layout. Thank you for taking the time to write that up.
Regarding this specific post I was referring to, I would prefer not to divulge this post here in a public setting so I will PM you. I am not out to label or target anyone.
The developers that have helped me thus far INCLUDING the one referred to in the post has been STERLING to say the least. My issue is simply that I have waited for over a week to resolve this specific problem.
I just want to say that I am fully aware of the time zone difference but when a week and 3days have gone by, time zones don't factor in. It is good to know though.
Anyway, Either coincidentally or circumstantially, after posting this thread, I got a reply on my other thread. Which does honestly make me wonder.
Check your inbox
EDIT: Hmmm, seems I can't find how to PM you
So I have added it in the secure section. - Last Edit: 9 years 10 months ago by Brett.
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- MrT
- Preeminent Rocketeer
- Posts: 101084
- Thanks: 13484
- Web Designer/Developer
Re: Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
Posted 9 years 10 months ago-
Hmmm - we don't have PM's any more in forum - you have to use secure tab (only viewable by yourself and RT team - not public). I don't no which "inbox" you are referring to I should check?
The only other thing I would say is none of the MODS claim to be experts in everything, sometimes we need help too, and it also get more difficult if we don't have the proper device for which an issue is raised (so again we help each other out).
Also, I should add that MODS don't work here 100% of the time - so again that can lead to delays.
I'm glad you got an answer (nothing to do with me - honest) but it's really unusual that we would miss a topic completely for that length of time.
Oh... now I see your other secure message... so you were being answered it's just the whole process was taking longer than you felt it should. Ok, I see your post is being answered now, if at any time your are unhappy the please use the "contact us" button and RT support will answer you (not one of the moderators).
Regards, Mark. - Please search forums before posting. Please make sure your post includes the version of the CMS you are using and a link to the problem. Annotations on screenshots can also be helpful to explain problems/goals. Please use the "secure" tab for confidential information.
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- Brett
- Hero Rocketeer
- Posts: 389
- Thanks: 4
Re: Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
Posted 9 years 10 months ago-
Hi Mark,
Yes, I was being answered, but with "days" in between responses and at times I had to beg for a reply. I just feel that I'm not happy about how I was being "left in the dark" without so much as an apology or "Im working on it" or anything for the time it took. And then SUDDENLY I get a reply after posting this thread and then also to be told it was a misunderstanding when everything was pretty clear even though I was asking over and over again for a response without any reply.The only other thing I would say is none of the MODS claim to be experts in everything, sometimes we need help too, and it also get more difficult if we don't have the proper device for which an issue is raised (so again we help each other out).Not sure why you commented on this. I didn't imply that we all know everything.Also, I should add that MODS don't work here 100% of the time - so again that can lead to delays.I have no issue with this but a simple "the mod is currently unavailable. I will revert back as soon as I can." would have been nice....but it's really unusual that we would miss a topic completely for that length of time.Then I guess I'm not being unreasonable in my concerns....so you were being answered it's just the whole process was taking longer than you felt it should.This sort of implies that I was being impatient. I don't think I was!
If more than 48hours to reply (without ANY feeback) is acceptable to you to the point that I have to keep asking for a reply, then I am concerned about the money I am spending.
Anyway, I have my answer now. Thank you.
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- MrT
- Preeminent Rocketeer
- Posts: 101084
- Thanks: 13484
- Web Designer/Developer
Re: Let's be CLEAR! what EXAACTLY does my membership subscription buy me?
Posted 9 years 10 months ago-
I mentioned about us not knowing everything because we sometimes have to investigate and research ourselves and that takes time.
I have also said that in the cases where you have not had a reply for over 48hrs to use the report button - this will tell every single moderator that something needs immediate attention. If you just reply in the topic then only the moderator subscribed to the topic will see it and if that person is unavailable (for whatever reason) then the rest of the RT team won't know. I know it's not perfect, but that's the way it is - so I can only be honest with you.
Also, I would mention the terms of service I highlighted to you before. There is no "SLA" (your term) - if you want a guaranteed response and solution then that is what our Premier support service provides (which is a Paid for service that gets you direct access to our developers).
I also said that we aspire to answer within 48hrs, so going beyond that isn't what we would consider acceptable, but it will happen from time to time - especially at busy times. We're a small team and we answer hundreds of posts a day, we do our best with the resources that we have available and we will continue to do that.
I think that you were indeed being very patient, I had no intention of implying otherwise.
There is a small indicator and tooltip on everyone's avatar that indicates whether the person is online or not (red dot offline, green dot online).
Hopefully your other issue should be resolved soon as I now know it is actively being worked on.
Regards, Mark. - Please search forums before posting. Please make sure your post includes the version of the CMS you are using and a link to the problem. Annotations on screenshots can also be helpful to explain problems/goals. Please use the "secure" tab for confidential information.
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