Void Singer Posted November 7, 2011 Share Posted November 7, 2011 I had a thought to compile a list of official resources, available from Linden Lab, as a go to source for official information regarding problems one might encounter in SL.The list I'm attempting to compile is of only the LL direct sources, since most of the informal sources (such as these forums) are fairly well known and often suggested, but not everyone is aware of all the official sources...so to jump start this list, I'm going to throw out some categories, and populate a few of them, and would welcome any suggestions for Official LL Resources only (which I'll do my best to update into this post)UPDATED 2012 Sept 15, 10:35 PM (PST)Information on current events and changes within SL:SL Blogs (general new features, trends and news)Grid Status (currently known large scale failures and scheduled maintenance, if it breaks check here first)Second Life Server Forum (particularly the weekly deploy threads for news on new features and fixes)Second Life Viewer Forum (occasionally has news from Lindens on viewer changes and fixes)Rod Humble's Twitter Feed(CEO's take on what's trending in SL now, and into the future)Rod Humble's Profile Feed (more of the same, limited to SL users, login required)Basic Information and Common questions:@SupportLinden (A twitter account that redirects users to the likeliest resource)Knowledge Base (a collection of preformated questions and answers on a variety of topics)Video Tutorials (collection of video detailing how to do many basic tasks and showcasing SL content)SL Wiki (only some information found here is official)Basic support:Quickstart Guide (something to get you started if you are new to SL)Billing issues (can't save your payment info? got overcharged by LL, go here)File a Trouble ticket (AKA Support Portal, for problems that you are personally experiencing, should be logged in if possible)Live Chat Support (must be premium member and logged into the website, limited hours)Jira(find out about known bugs, possible workaraounds, and keep updated on the ones important to you)File a bug report (only bugs that affect multiple users or regions)File a Feature Request (got a great idea? submit it here. please search before filing)Active Focus Groups:Server Betauser group (meets on beta grid [aditi] focuses on upcoming features and fixes)Second Life Beta (inworld announcement group for the same)Server/Sim user group (meets twice weekly on main grid [agni] focuses on current server limitations and workaraounds)Scripting user group (meets weekly on main grid [agni] focuses on scripting bugs and new features)Content Creation user group (meets week on main grid [agni] focuses largely on mesh)Community Tools user group (focuses on webside resources for SL) - ClosedI only gathered some of the obvious links, it could used fleshed out with contact phone numbers, emails and other direct LL supported resources (one in which an employee of linden lab either directly answers, or can point you to the correct resource) Link to comment Share on other sites More sharing options...
Drongle McMahon Posted November 7, 2011 Share Posted November 7, 2011 Knowledge base ? wiki ? Content Creation/Mesh Import user group (transcript archive)? Link to comment Share on other sites More sharing options...
Dresden Ceriano Posted November 7, 2011 Share Posted November 7, 2011 If you're gonna list Rod's Tweeter feed, why not list his SL profile feed as well? ...Dres Link to comment Share on other sites More sharing options...
Venus Petrov Posted November 7, 2011 Share Posted November 7, 2011 This is an excellent idea Void. If this or something like it were a link on the dashboard or even as part of a portal to the Answers Forum, it would be very helpful. Link to comment Share on other sites More sharing options...
Void Singer Posted November 7, 2011 Author Share Posted November 7, 2011 thanks, I've added the newly mentioned resources, (I included the content archives under the wiki, since that group is no longer active to my knowledge, if I'm wrong, let me know and I'll add it to the focus groups) keep em coming, I could probably spend days or weeks trying to find most of the active support channels, and still miss some. I'm hoping it'll go much faster and be much more complete with the help of the people we have here. Link to comment Share on other sites More sharing options...
Drongle McMahon Posted November 7, 2011 Share Posted November 7, 2011 It is still active for now. No longer officially just mesh, hence the new name, but that does still tend to be the main subject. Link to comment Share on other sites More sharing options...
Perrie Juran Posted November 7, 2011 Share Posted November 7, 2011 This is wonderful. Thank you Void! Link to comment Share on other sites More sharing options...
Void Singer Posted November 7, 2011 Author Share Posted November 7, 2011 added that one in Drongle, thanks. I admit to having multiple motives in creating this list... Venus probably knows the non obvious one. It'd be nice if we could get this stickied, but somehow I don't see that happening. Link to comment Share on other sites More sharing options...
Griffin Ceawlin Posted November 7, 2011 Share Posted November 7, 2011 Thanks much, Void. I have just one suggestion to add to your list: Billing Support? Oh, and maybe a link to the Quick Start Guide? Link to comment Share on other sites More sharing options...
Void Singer Posted November 8, 2011 Author Share Posted November 8, 2011 updated: please feel free to link to or copy this list wherever you think it's appropriate, and add to it if I am unable, heck, petition to have it stickied so it's easy to find. I will make attempts to keep it as updated as possible. Link to comment Share on other sites More sharing options...
Void Singer Posted November 8, 2011 Author Share Posted November 8, 2011 updated: please feel free to link to or copy this list wherever you think it's appropriate, and add to it if I am unable, heck, petition to have it stickied so it's easy to find. I will make attempts to keep it as updated as possible. Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 What exactly would those motives be? Are they secret? eta: are you an employee of Linden Lab? Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 What exactly would those motives be? Are they secret? eta: are you an employee of Linden Lab? Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 There is a new support account on twitter. It sounded like they would prefer that support questions/issues be sent to that account. @supportLinden sort of can't believe that you would encourage everyone to send their petty issues to CEO acct and feed. But I see that he recently handled one there. boy is that going to open up a can of worms. Oh well - live and learn Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 There is a new support account on twitter. It sounded like they would prefer that support questions/issues be sent to that account. @supportLinden sort of can't believe that you would encourage everyone to send their petty issues to CEO acct and feed. But I see that he recently handled one there. boy is that going to open up a can of worms. Oh well - live and learn Link to comment Share on other sites More sharing options...
Griffin Ceawlin Posted November 8, 2011 Share Posted November 8, 2011 There ya go! Another resouce to be added to the list. @SupportLinden Thanks so much, Mickey. You're always such a big help in these Forums. Link to comment Share on other sites More sharing options...
Griffin Ceawlin Posted November 8, 2011 Share Posted November 8, 2011 There ya go! Another resouce to be added to the list. @SupportLinden Thanks so much, Mickey. You're always such a big help in these Forums. Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 actually - I might need to adjust that statement a bit - I'll have to go back to twitter and check again - did not really mean that they indicated they "prefer" you contact the twitter support - it's just there to contact on twitter - but I watched a bit, and it seems that the twitter acct. sends you to file a support ticket. I'll go check for you, Griffin. eta: wow - they're doing great job on the twitter feed. looks like they are directing people to best possible place for support, based on what the issue is. awesome Link to comment Share on other sites More sharing options...
Mickey Vandeverre Posted November 8, 2011 Share Posted November 8, 2011 actually - I might need to adjust that statement a bit - I'll have to go back to twitter and check again - did not really mean that they indicated they "prefer" you contact the twitter support - it's just there to contact on twitter - but I watched a bit, and it seems that the twitter acct. sends you to file a support ticket. I'll go check for you, Griffin. eta: wow - they're doing great job on the twitter feed. looks like they are directing people to best possible place for support, based on what the issue is. awesome Link to comment Share on other sites More sharing options...
Venus Petrov Posted November 8, 2011 Share Posted November 8, 2011 That is wonderful to hear. Thank you for providing the link, Mickey. Link to comment Share on other sites More sharing options...
Venus Petrov Posted November 8, 2011 Share Posted November 8, 2011 That is wonderful to hear. Thank you for providing the link, Mickey. Link to comment Share on other sites More sharing options...
Void Singer Posted November 8, 2011 Author Share Posted November 8, 2011 Mickey Vandeverre wrote: [...] sort of can't believe that you would encourage everyone to send their petty issues to CEO acct and feed. But I see that he recently handled one there. boy is that going to open up a can of worms. [...] what gave you that idea? it's listed in the information section and clearly captioned that it's about trends in SL. some resources are informational, some are passive, some are active, and some are support, and others a combination. thanks for the twitter address, I've updated the OP to include it.... it's certainly not one I'd have found myself since I'm not a twitter user. Link to comment Share on other sites More sharing options...
Void Singer Posted November 8, 2011 Author Share Posted November 8, 2011 Mickey Vandeverre wrote: [...] sort of can't believe that you would encourage everyone to send their petty issues to CEO acct and feed. But I see that he recently handled one there. boy is that going to open up a can of worms. [...] what gave you that idea? it's listed in the information section and clearly captioned that it's about trends in SL. some resources are informational, some are passive, some are active, and some are support, and others a combination. thanks for the twitter address, I've updated the OP to include it.... it's certainly not one I'd have found myself since I'm not a twitter user. Link to comment Share on other sites More sharing options...
Perrie Juran Posted November 8, 2011 Share Posted November 8, 2011 You may want to add a note under "file a support ticket' that it is often referred to as "using your support portal" in many LL posts. The first time I needed to report something it took me several minutes to figure out what the phrase "support portal" referred to. example from grid status page: Ongoing Issue with Offline RegionsSaturday, October 29th, 2011[postED 10:08AM PDT, 25 October 2011] We are aware of a problem that causes regions to go offline more frequently than normal. Our developers were alerted to the issue over the weekend and continue to work around the clock towards a solution. We understand how disruptive this is to your inworld experience. If your region is offline, please go to your support portal and submit a case using the following types: “Land & Region” > “Report an Offline Region”. This queue is being closely monitored to ensure the fastest turnaround possible. We will post an update as soon as we have more information on resolution. Link to comment Share on other sites More sharing options...
Perrie Juran Posted November 8, 2011 Share Posted November 8, 2011 You may want to add a note under "file a support ticket' that it is often referred to as "using your support portal" in many LL posts. The first time I needed to report something it took me several minutes to figure out what the phrase "support portal" referred to. example from grid status page: Ongoing Issue with Offline RegionsSaturday, October 29th, 2011[postED 10:08AM PDT, 25 October 2011] We are aware of a problem that causes regions to go offline more frequently than normal. Our developers were alerted to the issue over the weekend and continue to work around the clock towards a solution. We understand how disruptive this is to your inworld experience. If your region is offline, please go to your support portal and submit a case using the following types: “Land & Region” > “Report an Offline Region”. This queue is being closely monitored to ensure the fastest turnaround possible. We will post an update as soon as we have more information on resolution. Link to comment Share on other sites More sharing options...
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