Getting the fastest response from Support

The support team receives e-mails daily asking us questions about Tendenci and questions about our client sites. Our goal is to respond to every single e-mail in a timely manner and there are some things you can do to ensure that your support e-mails are given the proper priority and attention:

  1. Please send your e-mails to support@tendenci.com: Do not send your e-mails to one person. While you may be familiar with one person on our team,  there is no guarantee that this person will always be able to resolve your problem promptly. The easiest way to make sure that your e-mails are seen is to send it to support@tendenci.com. This way, instead of having one person looking at your issue, you'll get a whole team who is more than willing to help you out. This also lessens that likelihood that your e-mail might get lost in the junk folder. It may be sent to Junk in one person's inbox but not for another.
  2. Please be descriptive in your subject line: Always include your company name, the module you are having problems with and/or the technical issue that you need us to help you with.
  3. Be specific in the body of the message:
    • Always include links to the specific pages that you need us to look over.  
      • To turn text into a link simply highlight it with your mouse. Then left click and select hyper link  make sure the field where it says address has the web address of where you want the link to go
    • The sooner we can zero in on what exactly you need, the sooner we will be able to help you with it. The more information you can include, the better; screen grabs are good, but links are better.
    • Try to describe the steps you took to arrive at the problem
    • List your goals when you ran into the problem: What was it you were trying to achieve when you ran into trouble?
  4. Please allow enough time for the Support Team to troubleshoot your problem: We will gladly help you with any emergency issues as they come. However, if you  have an issue that you need to have resolved before a certain time, please let us know as soon as possible. The more time we have to research your problem, the better we'll be able to help you. Some questions can be resolved in minutes but other questions may require additional research.
  5. Don't forget to check the help files at  www.tendenci.com/help-files/

  6. Support calls charges start at $100/hour, so if you think you may be needing a lot of support you may want to think about purchasing a support package on http://tendenci.com/buy/