Dear All,
This is for setting the expectations straight about the forum post responses.
Let me start by tipping my hat to those community members who take off quite a load off our shoulders by answering some of the support, by contributing fixes and features to the product,trac-movement etc.
Now, permit me to provide some statistics.
On an average we get somewhere near 120 interactions/day in the forums. Plus we get close to 20 calls/day.
The following actions are triggered as a result of these :-
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- categorization as bug/feature and trac movement
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- documentation
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- responses given to the queries etc.
By any means, analyzing these posts is in itself a humongous task and takes up most of the time. Apart from this, we have our normal bug-fixing schedule as well to attend to.
Of late, it pains me to know that some of the community members feel frustrated at the lack of response to queries in the forum or to the tardy manner of responding to the posts in the forum.
Do you really think that it is possible to answer these number of queries from those who have not bought the support package AND do the development plus attend to the other paid-customer requests, etc? Then how will vtiger earn revenue and continue to provide a world-class product and service?
If you want to have time-bound and certain responses to your queries, do subscribe to the support package. THAT is a sure-shot way of getting your queries answered. This will be mutually beneficial, we get revenue and you get your queries resolved. Please think WIN-WIN.
I hope this puts things in perspective and provides a very clear idea of the expectations.
The phone support too is available ONLY for the paid customers.
Kindly do not expect free, dedicated and time-bound support as it is unfair to ask for. Please think WIN-WIN. Let us grow together.
Those who have not bought the support package are requested to post their issues in the forum/mailing-list. Please note, the vtiger team does not guarantee a time-bound response on these.
Contribute fixes so that we can together make the product more stable. This is one way of achieving the goal of having a better product. Think WIN-WIN.
