Author Topic: PowerPress Support Policy  (Read 3143 times)

Todd

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PowerPress Support Policy
« on: October 26, 2011, 05:40:59 pm »
PowerPress Support Policy

PowerPress is a free plugin that has 10's of thousands of users. In order to keep our team as productive as possible and making advances to the plugin, we are implementing the following changes to support of the Plugin

Support for PowerPress- Will be conducted primarily in this Forum Only!

When you submit your issue in the Forum, do not make us guess, give us info about your site, your show name, your site URL, your email, your feed url, how you are using the plugin aka you configuration, your other plugins, your template creator, please give us as much info as possible, do not waste our time having to dig out info we need to help you.

From that info we will be able to see where you fall in the priority stack
  • Paying Hosting and Stats Customers Get Top Response Priority
  • Non-Paying users of our Stats Service get Secondary Response Priority
  • All Others

Phone Support - Will only be conducted by Appointment, and a support fee of $100.00 per instance for all customers.

For Phone Support we will need the following info prior to making an appointment
Show Name
Show Host Email
Podcast Feed URL
Site URL
Detailed description of the Issue
Submit a Diagnostics Report - Goto PowerPress Tools Section, bottom of page, click Diagnostic Support and email that report to support@rawvoice.com
*Finally we need you to PayPal $100.00 to finance@rawvoice.com

Once, and only once, that information is provided and payment made, we will schedule a tech support call with you during normal business hours M-F 9am to 5pm EST.

We understand this may not sit well with someone just getting started, but we are a for profit company, with payroll etc. We strive to make your PowerPress podcasting experience as quick, easy and pleasant as possible.  We work hard to answer all those questions and respond to issues you might have with PowerPress. We hope you understand, however, that this is in addition to supporting our podcast hosting and premium statistics customers, assisting podcasters on advertising deals and undertaking our ordinary business day responsibilities. All these things activities enable us to maintain PowerPress as a free plugin that thousands of podcasters use as the lifeblood of their shows.

As a community you can assist us by assisting each other. This  forum is a place where you can ask questions of your fellow media creators and get answers. We’ll do our best to give you feedback as well!

You can save us and yourself time by:

    * Search the forum for your question to find solutions that have already been posted.
    * Go to http://help.blubrry.com . It’s a great resource with video instructions on many of the features.

Yes! Continue to submit your reports and questions and, importantly, touch base and help a fellow podcaster in need, paying it forward in a way that allows us to spend more on resources that will ultimately help you.

We’ll continue to try very hard to be responsive to everyone’s issues and hope that you will value what we do and consider us for your future podcast hosting, statistics and show monetization.

As of January 1st, 2011 , we can no longer provide feed support for Powerpress users that use feedburner.  Feedburner will work with powerpress feeds but, if you are having a problem with feedburner, you need to contact feedburner.com about that. We can assist you with the feed provided by PowerPress. Please send us that address and we will provide support. We do not support feeds hosted at FeedBurner.com.

If you have any other problems powerpress (other then feeds) we can provide support for that.

Todd...
« Last Edit: February 28, 2013, 06:22:00 pm by Todd »