Our support site (support.secondlife.com) will be undergoing an overhaul next Tuesday afternoon, the 7th of November.
We want to provide the community with some advanced notice that the site will be down for about a day while we upgrade our support portal.
What this means for Residents is that after 3pm (PT) on 11/07 you will be unable to submit, edit, or view your current support tickets. The downtime will be used to complete a migration of all the current support tickets to our new Customer Relationship Management tool.
We currently plan to have the support system back up and running by 9am PT on 11/08.
Once the initial upgrade and migration is completed we will re-open the support portal for all your support needs. Going forward, our support offering will be hosted by Freshdesk and all support tickets will be submitted through the new support site.
The initial migration will include all open support tickets and any which have been opened since the beginning of 2017.
We will be moving the rest of the tickets, but it will take a bit of time to migrate everything over. We have over 1.2 million tickets to move and nearly 200,000 live chat records, so please bear with us.
It will take us some time to iron out all the details, but we are making sure that anything you need to access will be available. However, if you have a ticket from 2016 or earlier that you need to access before the end of the year, please collect that information before the change on 11/07.
We hope the migration isn't a huge inconvenience to our community. Thank you for your patience as we migrate all tickets to the new Freshdesk platform.
Keep an eye on the status blog as we will be updating it with details as we move forward with the deploy and migration.
Second Life Support Team