The New Support System

We have resources and determination to provide quality support, post and pre-sale. Unfortunately, the way we approached it hasn't been very successful. Agents system improved it a bit, but sometimes specific Agents are not online, and clients have to wait for too long, while there're other Agents or developers available and willing to help.

So, we are launching a new "Support" section at Unity, which now features different kinds of Tickets. Those tickets can be processed by anyone from BoonEx, and in future, by 3rd party supporters (unless a particular supporter is requested by a client). Pre-sale tickets are free, all other tickets incur a fee of $1 or more, if a paid service is required. The $1 tickets idea is stolen from SoftLayer - they have $3 ticket fee, which works very well - makes you want to submit tickets only when needed and doesn't brake the piggy-bank.

Pre-sale tickets are free, naturally. Urgent service tickets are processed with priority.

Our goal is to improve support response time and merge numerous support email-boxes and Unity message-boxes into one system, accessible by entire BoonEx team for faster processing. We'll be tracking response time of all supporters and clients' satisfaction rate.

This is a very new system. It would take us a couple of weeks to make it work smoothly, so please, be patient.

It is now advised to submit support tickets instead of sending emails to your Agents.

No Attachment to Agents

You will find that you're no longer attached to any Agent - this is because we want you to be able to get access to all Agents at once, or any specific Agent at any time, if you want to.

Moreover, we plan to start bringing more people to BoonEx Support from outside, and this system would pave the way for the first external supporters.