We provide a number of support options designed to meet various needs.
Self-help options are always free.
- This FAQ. It contains a lot of detailed information about how our service works and how to do various things. This is a one-way communication channel where we provide you with information we think it is important for you to know.
- Our Member Wiki which contains tons of useful information contributed by our members about what does and doesn't work on our system. This is an "all ways" communication channel, since any member can add or edit information.
Community Support Options
Like self-support, our community support forum are free and available to all members regardless of what type of membership they have. They provide a venue for both members and staff to gather and exchange information about what's going on and how to do stuff. Like the wiki, this is an "all ways" communications channel where everyone can participate. In addition to our staff, lots of awesome volunteers hang out here, so this is a great way to get a fast answer to a simple question. (And often complex ones as well.)
Special-Purpose Professional Support
Like self-help options, our special-purpose support options are free. Unlike self-help, the scope of the special-purpose professional options is very limited.
- If there is a system problem affecting your service, you can open a free System Problem report. This isn't really a support option, it's a one-way communication mechanism you can use to tell us about something you believe is a problem. System problem reports are technology-limited to various predefined responses, so it's not a way we can provide you with information. System problem reports have their own FAQ entry.
- For certain pre-determined tasks that need us to do something on your behalf, we have free assistance requests. The opportunity to open assistance requests is often context-specific, but there is an index of them on the Assistance Request page.
General-Purpose Professional Support
If you would like to ask questions or get personal support from our staff in private, we provide that service through an optional, extra-cost subscription membership. If you have one, you can open a secure issue. If your question is within the scope of our support, we'll do our best to help out. Keep in mind that our service is do-it-yourself in nature, and a few dollars a month doesn't change that; this feature is used to request information from us to help you do something, it is not used to get us to do things for you. "Can you help me figure out why my site is slow?" is something we may be able to help with. "Please fix my site's code so it isn't slow" is not. Support provided through our subscription membership is also "best effort." We'll do the best we can to help out, and we're pretty good, but we're neither omniscient nor omnipotent, so we can't guarantee any particular outcome or result.