[BUG-7378] Refactor Support case options for non-premium residents

[sl-service-account]

How would you like the feature to work?

I would like to see that all residents, premium and basic alike, can ask for assistance with issues that only Linden Lab can address. These issues include but are not limited to: asset server or database issues inventory server or database issues chat server issues login server issues

Why is this feature important to you? How would it benefit the community?

Currently a basic resident has limited support access, and there are no support types for any server issues. The create case page implies that cases incorrectly created would be closed without support. It leaves a large portion of SL residents without support for something that only Linden Lab could possibly address.

Original Jira Fields

| Field | Value | | ------------- | ------------- | | Issue | BUG-7378 | | Summary | Refactor Support case options for non-premium residents | | Type | New Feature Request | | Priority | Unset | | Status | Been Triaged | | Resolution | Triaged | | Reporter | Mister Acacia (mister.acacia) | | Created at | 2014-09-26T19:45:10Z | | Updated at | 2014-10-29T22:26:02Z | ``` { 'Business Unit': ['Platform'], 'Date of First Response': '2014-10-07T14:03:36.235-0500', 'How would you like the feature to work?': 'I would like to see that all residents, premium and basic alike, can ask for assistance with issues that only Linden Lab can address. These issues include but are not limited to:\r\nasset server or database issues\r\ninventory server or database issues\r\nchat server issues\r\nlogin server issues\r\n', 'Severity': 'Unset', 'Target Viewer Version': 'viewer-development', 'Why is this feature important to you? How would it benefit the community?': 'Currently a basic resident has limited support access, and there are no support types for any server issues. The create case page implies that cases incorrectly created would be closed without support. It leaves a large portion of SL residents without support for something that only Linden Lab could possibly address.', } ```

[sl-service-account]

Garry Linden commented at 2014-10-07T19:03:36Z

Thank you for your suggestion, we are giving serious consideration to your request. While we would like to make all options available to all residents, there are a great number of factors to consider. We will be evaluating our current support load and potential impact to our ability to handle requests in a timely fashion. If and when we open up these options it will be rolled out systematically to ensure that there is no negative impact on our ability to support all of our residents.

In the meantime we have customer support available by phone for basic residents and by chat and case submissions for premium residents.

[sl-service-account]

Whirly Fizzle commented at 2014-10-08T01:01:42Z

@Garry Are these the correct phone numbers for basic members to use even if their problem is not a billing issue? https://support.secondlife.com/billing-support/ I cannot find reference anywhere to other support phone numbers.

[sl-service-account]

Garry Linden commented at 2014-10-08T22:47:33Z

Yes, those are the numbers to call for basic support.

[sl-service-account]

Whirly Fizzle commented at 2014-10-09T15:20:54Z

Thanks!

[sl-service-account]

Whirly Fizzle commented at 2014-10-11T10:11:52Z

Just wanted to give an example case of a basic member with a corrupted inventory (multiple friends folders within calling cards) which would likely be fixed with an inventory repair and LL support couldn't help because inventory repairs are not usually done for basic accounts.

Please see http://community.secondlife.com/t5/Second-Life-Viewer/Inventory-Problem-Approximately-20-Friendsfolder/td-p/2841212 and https://jira.secondlife.com/browse/BUG-7499

[sl-service-account]

Perrie Juran commented at 2014-10-12T15:46:44Z

We can understand why you might not have "All Options" open to "All Accounts," but when it is something only a Linden can fix? Really now?

We do understand you have a budget you have to work with but many times we are indirect customers because we rent/buy from Estates, etc.

We do hope the number crunching on user retention says it is worth doing.