dsoden wrote:Know that there is no phone support period; no ticketing systems to properly track your issues either. Support at the time this was posted consists of only your peers and a group of volunteers on this forum that may have a connection to a developer or two.
Erm...if you want official technical support, email firstname.lastname@example.org
We contribute regularly to the forums as well, in addition to all the helpful users such as Axeman.
We're known for having some of the best support in the business, so I'm rather surprised by your attitude.
As for working on 'high stakes' projects, as long as you have a sensible workflow with a good backup system (as everyone should have regardless of the software they use or the importance of their proejcts) you shouldn't have any problems. We've used our own products on many major projects without any problems at all, as have others.
Having said that, however, our target market is very much in the enthusiast and student areas, with a smaller number of older semi-pros. These users don't need a major support system, and certainly wouldn't be interested in a paid-for support system.
Speaking personally (ie, this is not official company policy), I would never, ever want to charge users for the privilege of technical support. I'm also very, very sceptical of the ability of any outsourced company to provide quality support up to our current standards, based on my experiences with other companies.
As I mention above, if you want 100% official support from the team, email email@example.com
. If you need a potentially faster but potentially non-official response, try the forums or live chat.
Of course, we are always looking at ways to improve our support setup and are currently working on a series of improvements that we hope to roll out over the next 12 months.