community team is meant to be here daily… Still missing the zip file download..

[wihac]

Hi,
Sorry, but does the support “community team” work on weekends? Where are they based? Time-zones make a difference. I posted a question, yesterday (Monday here in Asia), still no reply. The website advertises daily monitoring by the community team. I don’t mind if there is no daily support, but need to know WHEN the support hours are – I have a freelancer waiting for this to begin work. I wouldn’t have hired him to start if I had known the zip file couldn’t be sent through to me within 1 working day. 🙂

What are the support hours please? (oh, and can you please read my post from yesterday & send through the zip file). 🙂 Cheers.

On the website:
“If you’ve bought a license for The Events Calendar PRO or any other add-on, you’ve got full access to our support forums and the Community team that monitors them daily. “

[Chris]

Hi there,
I responded to your zip file question.

The community forum team is generally on Monday to Friday from 5am PST to 5pm PST. Outside those hours there’s a couple of us here to help with support. While we aim for a 24 hour turnaround on all tickets during weekdays, on weekends it might take longer.

For the most part, most of Tri.be’s team is based in the Western Hemisphere (North and South America).
-Chris

[wihac]

Thanks for the reply. Maybe you could update your website to advise as much?

People are happy campers if they aren’t expecting daily, as advertised on your website.

As you can see, I knew I was going to be away for a few days, so I had a 24 hour window to get this going before I had to step away. Would have delayed until this week (and delayed the freelancer) as well. Thank you for your response.

Cheers.

[Barry]

Hi wihac,

We’re sorry for any confusion. Right now (and for quite some time now) we’ve had a message on the forum homepage as follows:

We generally require 24-48 hours (during the workweek) to hit new threads. The forums are not monitored on weekends. Please be patient when posting and know we’ll get to your issue as quickly as we possibly can.

If you feel that isn’t sufficient we’re definitely open to your feedback – and of course if you found a statement suggesting a different level of service somewhere else on the site we would definitely like to know so we can review and modify or remove it.

Thanks!

[Author]

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