Support

[DirtRider]

I have noticed in a number of forum areas that some questions have not been replied to so this makes me think that the support on this product is not done via the forum if I purchase the Pro version. I have one question outstanding for 10 hours and another for 4 hours! For me the support factor on something like this is very important so is this the type of support I can expect if I go Pro?

[pegasus]

We usually only promise a turn-around time of 24 hours for support questions and tickets. 10 hours is sometimes not enough time if it falls outside office hours, or if the office is closed that day. According to the News section on our site, people seeking support should still expect waits beyond 24 hours.

People posting questions in the VaultWiki Questions forum or the Pre-Sales forum will have longer wait times than users who have opened tickets. We really have those forum sections for customers to discuss amongst themselves. Staff check these forums at their leisure.

Users who open tickets in the Support area will receive the fastest response times. In case the office is closed, notifications are sent to staff every 24 hours if there are new requests or posts in this area. Priority is given to paying customers over users of the Lite version.

[DirtRider]

Ok cool as I am still thinking of purchasing the Pro but I just need to see if I can get the issue with the discussion sorted out before I do purchase it.

[DirtRider]

BTW another question I see the Pro can import from an existing WikI. Doe sit import the complete WiKi or do you just select the pages you want to import?

[pegasus]

It imports the complete wiki. You can choose to only import certain parts of the wiki, like only images or regular pages. If you only want to import individual pages from the database, you might want to import from a backup that you have manipulated beforehand.

[DirtRider]

Ok thanks as my regular WikI was nailed by spammers so I have closed it off and don't really know what all they have placed into it, so I would need to try and clean that out I suppose

[pegasus]

It seems I made some mistakes in one of my posts above. Here is an excerpt from the License Agreement from section 8 (Technical Support) to remind people:

"Technical support is available only through the web site at http://www.vaultwiki.org/. VW does not provide direct email or phone support. No representations or guarantees are made regarding the response time in which support questions are answered."