SLA on license tickets
Hi!
What is expected SLA on licensing issues tickets? As I opened ticket yesterday and basically troubleshoot it myself (issue needs deleting one of activated computers from database) - how long does it take for support to even look at ticket? I have gig tomorrow and really need my rekordbox activated on my laptop.
Thanks!
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Official comment
Well, given that it's the weekend... at least another day.
Recommendations until then:
- deactivate one of your computers (you can install and have it active on up to 2 computers)
- open it in trial mode
2 days on open ticket with simple task as resetting license in database... And I have 6hrs till my set and counting...
As last resort what I did
- deactivated my studio computer (1st thrown error 30 but then said deactivated sucessfully)
- activated my laptop (activated ok)
- activated my studio computer (activated ok)
so for now issue is solved - I will start gig in 45 mins
Said that - ticket was opened on Thursday so there was plenty of time to deal with it. And 2nd thing - I think you guys should realise that MOST DJs work on weekends, and you sell hardware and software FOR DJs. Saying - sorry it's weekend, nobody works on our side is kind of unacceptable after getting our money for product. If you want - sell PRO support (additional fee but 24/7). Or rethink your strategy of protecting Rekordbox from piracy to the least annoying for customer.
Just my .02 USD
Daniel
@Daniel > I understand and apologize - they may not have been able to get to your ticket right away (I believe their initial automated response says within 2 business days). We realize DJs are working hard on weekends -- which is why I'm here trying to provide suppory!
But as a piece of personal advice, if it ain't broke, don't try and fix it before your gig. ;)
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