Helpdesk Frequently Asked Questions

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Helpdesk Frequently Asked Questions

Solution You must read this document before submitting a trouble ticket.
Frequently asked Helpdesk Questions.

1. Who should use the helpdesk?
The helpdesk was set up to provide technical assistance for modules or templates purchased in the Pligg Pro online store..

2. What is technical assistance?
Technical assistance refers to supporting the default operation of the product. It does not cover any customizations.

3. When should you use the helpdesk?
Only after you've followed all installation instructions and verified that the product you've installed is compatible with the version of Pligg you are operating.

4. What kind of information should my trouble ticket contain?
Along with the required information in the form, a url link to the issue in question with a highly detailed description of the problem. Include screenshots if possible.

4. When will we respond?
A trouble ticket is notification sent to the developer of the product that you purchased. Please be patient, a developer will respond as soon as humanly possible. Developers are located all over the world they may be unable to reply immediately if it's 5 am in his timezone.

5. Will you fix my problem?
We will try our best, but due to so many potential other variables such as, but not limited to incorrectly configured servers, incompatible or nonexistent php modules, we can't guarantee a developer can help. We are only human... Customization requests will be ignored. Do not abuse the helpdesk or it's staff. Support is a courtesy. Developers can refuse to provide support if they feel you are being abusive. Do not ask for refunds. Developers do not run the Pligg Pro Shop and do not have the ability to provide refunds.

Many of our trouble tickets are from people that have not either read, nor followed the directions.

Another issue is when people upload a module, and it doesn't look correctly or work properly in a 3rd party template. Many 3rd party template authors are selling or providing free templates that are not fully Pligg compatible. All Pligg templates starting with version 1.0 must contain the following list of hooks in the template.
http://forums.pligg.com/67801-post2.html
This is not optional. We do not provide customization. If a template author has failed to follow the standards issued, it is not a module developers responsibility to support templates that fail to follow these standards.

All modules are designed to the Pligg standard. They will all work with the default template. Before you submit a trouble ticket you must be able to prove that a module does not work with the default template and the module is compatible with the version of Pligg you are using.
Do not submit a trouble ticket if a module works with the default Wistie template but not a 3rd party template.
You will only be told to contact the template author to figure out the problem.

Do not contact us if you are using a module or template that is clearly advertised for a specific version of Pligg that you are not using.

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Article ID:	1
Category:	Knowledgebase
Date added:	2009-12-15 15:14:46
Views:	1689
Rating (Votes):	(113)

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