I don't know if I am being unreasonable, so I hope you will tell me any extenuating circumstances that I may not have taken into account.

I am attempting to trial your Joomla Quiz Deluxe software, which is, as I understand it, a commercial product.

I have followed all the steps to install and publish a quiz, but for some reason it isn't being published when I assign it to a menu.

I have raised a ticket via your helpdesk system, but the responses seem to be slow to arrive. The last response was 7 hours ago, and I responded to your request 6 hours ago.

I hope you appreciate that, if I am unable to trial your software then I certainly won't be able to buy it. I am concerned that if I do commit to your software and implement it on a production system, in the event that for whatever reason it stops working, I may be left waiting on your replies like this with all my clients becoming frantic.

Could you tell me what your support hours are (and in what timezone), and what is the usual turnaround time for ticket responses?

Thank you in advance
Hal

Hal,
our working hours are 11 am- 7 pm GMT+2, and we guearantee a response within a business day.

You've provided the access but there is no site link there, I don't know where to login to, please advise.

OK, I admit that I omitted the URL, and I apologise for that. I have sent this to you via the helpdesk system. However, this did not influence the fact that it has taken over 6 hours to let me know.

Can I suggest that you publish your working hours somewhere more prominent on your website? At the moment the information is extremely difficult to find.

I have to be honest and say that one response per business day is not very satisfactory for these types of issues. Is there any plan to improve this policy?

Hal

Hal,
our working hours are shown at the helpdesk front page
www.joomplace.com/helpdesk/

We have a first priority support service for the customers which guarantees support within 4 hours (int erms of our working hours). No other changes are planned. Please see the ticket with response.

Ann

The problem with the working hours being on the helpdesk front page is that it is not possible for users to see this page when they are logged into the helpdesk - they would need to explicitly log out (and also KNOW that they need to log out to see it). It would be helpful to display the working hours in the helpdesk interface too.

OK, thank you for the information about priority support. I will bear this in mind when considering a purchase.

Best regards
Hal