Hey Will,
I can tell by all the conversations in your forums that you all are a fantastic group to work with. However, my first couple days out of the box and I am a bit frustrated.

I decided after long and careful consideration to purchase your Active Social module. When I arrived to your website yesterday to make the purchase all of your sites were down. I checked back a few hours later and they were still down. So I decided to make the purchase through Snowcovered as this is where I have purchased all of the other modules that I currently use.

Purchased, downloaded, installed, perfectly. I started configuring the module without an instruction manual as everything seems to be very straight forward in terms of setting it up. Then I get to the very last item on the menu "About" Activation Required - enter your serial number below and click activate.

But I don't have a serial number. The purchase confirmation I received from Snowcovered indicated that I would receive an automated message from your website which would include my serial number but I have yet to receive this message.

So, your website comes back to life today. I log into your website using the account I had already created and try to submit a ticket to the help desk...I don't have access to this page. I try sending an email to your support email address...I get a return email saying that my message has been refused. I try to send an online message from your contact page and it says sorry.

As you can probably imagine I am a bit frustrated by this point.

So reading your contact us page it does say your office hours but it doesn't indicate what days. So I try to call...I am sure you get the point...

Unfortunately, my working hours for my websites are primarily at the weekend and what I thought was going to be a fantastic weekend of adding a new social networking system to my website has ended up in disappointment.

I am hoping that you can make my day and help me get my serial number as soon as possible and if possible add my purchase to this user account so that I can have access to your online support and forum content.

Thanks,
Pat

Hi Pat,
Thanks for the feedback. Sorry for the problems yesterday. Our sites were down for a couple hours yesterday due to failed server update. Our sites were back on-line by 9:00 a.m. (-5:00 GMT). I think the total downtime was about 3 hours.

Since you purchased through Snowcovered during the downtime, our site wasn’t able to process your order. Snowcovered sends a request to our servers immediately after an order is placed. This initiates several tasks for provisioning your account and creating your license. Unfortunately, Snowcovered doesn’t provide any kind of fallback option. This means the order then has to be processed manually. Our systems didn't recognize you as a customer which is why you were having problems accessing the help desk and downloads. However, the contact form is open for everyone and so is our general sales email address. Those contact methods all appear to be working fine. You are correct about not having the days of operation listed. I will make sure that is corrected.

Again, I apologize for the bad timing of the events yesterday. I did receive the contact form you filled out about an hour ago and processed your order. Please let me know if you have any other questions.

Thanks,
Will

Thanks Wil!!!

All is well on our end now!!

Now if I can figure out how to integrate with the forum life will be peachy!

Looking for a few posts on this topic now. If you have any suggested posts it would be great.

Have an amazing day!
Pat

Dr Pat, there is a good section in the admin guide on setting up group forums. It's quite specific but once you get it done it works well.