Priority User Support Information

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HomeSeer Support Changes
Effective immediately, we are implementing a number of changes to our technical support system. These changes are being done to allow us to handle support issues more efficiently and offset some of the ongoing costs involved with providing support. Users have asked for some form of priority support, and this is our solution. Questions posted here are addressed as quickly as possible. We are striving to post a response within one hour, during normal business hours. We will do our best to answer questions after hours and on weekends. Response times will vary during these time.

What is changed:
1) The current help desk will be modified to handle pre-sales questions, order issues, product returns, and licensing issues only. It will no longer be used for technical support.
2) A new priority support forum has been added to the HomeSeer message board (the Open Issues Forum here). Access to the forum will be available via monthly, semi-annual and annual subscriptions. You can create a subscription from your User Control Panel on this message board. Subscription rates will be as follows:
a. Monthly - $20
b. Semi-Annual - $50
c. Annual - $75

What is not changed:
1) Regular message board support and access will remain unchanged. If you have a question, please feel free to post your question in one of our other forums.
2) Software updates will continue to be free and are not affected by our support subscription plans.

How subscription support will work:
Subscribers will have unlimited access to priority support forums for the duration of their subscription. Issues will be posted in unique threads and will be addressed individually by HomeSeer staff, much like helpdesk tickets are currently addressed. Threads with resolved issues will be closed and moved to a ‘Resolved’ forum.

Subscription support will be limited to HomeSeer branded products only. Third-party products will continue to be supported by the author or manufacturer as usual.

FAQ:
Q: I just purchased a product from you, do I have to pay to get support?
A: No, we are offering 30 days of free support that starts when you purchase the product. Simply go to our support web page at www.homeseer.com and fill out a short form in order to start your free support. Note that you can post a question on our message board in any other forum at any time.

Q: What if I find a bug I want to report, do I have to pay to report that?
A: No. You can report bugs on the message board in the forum that is related to the product you are using. We also have a form on our support page where you can report a bug directly to us. A developer may respond to you if more information is needed.

Q: If I purchase priority support, is that an iron-clad guarantee that my problem with be fixed?
A: No. We'll do our best to get your problem fixed but fixes that involve engineering work may or may not be addressed, depending on the severity of the problem and the number of people affected by it.

Q: What if I already have an open helpdesk ticket?
A: We will try to get through all open tickets as soon as possible. However, if you need faster assistance, you can re-post your question to this forum.

Q: Why are you making this change? I have always enjoyed the free support that you have given.
A: We have been asked many times if there was priority support available, and there has been only for dealers. This new support channel will offer you a way to decrease response times to your questions.

Q: How do I sign up?
A: You Need click on User CP (User Control Panel) and then at the bottom of the navigation menu on the left is "Paid Subscriptions".


How non-subscription support will work:
Non-subscription support will be available through the message board as it has always been. Help may come from HomeSeer staff, other users or some combination of the two.