Inefficient customer support - the Achilles heal of UNA!

As much as we like the UNA platform , the support service provided for premium subscription remains lousy and very inefficient, and am not sure it is worth what we pay for.

I suggest implementing some sort of ticketing or more efficient support service, even with some fees (other than this forum or inconsistent and sporadic chats with the support team via PMs, that takes days or even a week before you hear from them).

I found several third party plugins provide much prompt and efficient support than the primary team.

I see this point as the Achilles tendon that may sway many of us away from UNA one day.

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    • Agreed. I have other site Script providers that have such a thing in place. Even my Hosting. It works well, and allows for proper attention on specific matters. Also makes it really easy to return to a convo, you had previously on a subject fairly easy without a lot of searching if any.

      • Unfortunately, day after day I feel the inefficient customer support will be the ultimate demise of this nice platform. I hope the UNA team will be more promotive and figure out a better system, even for some fees....Ignoring customers requests for help is so sad..

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          @Tajrebatee I was wondering which one of these Plans you are paying for ? I am assuming UNA team spends most of their time assisting clients with Managed & Tailored plans where most of their income is made which is understandable. On the other hand, UNA team needs to come up with a better alternative to help their community. If the money is tight, they can assign someone to help the community at reasonable fee which I myself don't mind paying for as long as it is done right & within a reasonable timeframe. Basically, UNA does not need to pay this person a penny, but rather the community will pay for that. We just need someone reliable who can help us resolve our issues. At the end of the day, everyone is happy.. Using a ticketing system is a good idea.. Cheers.

          • My plane is the basic one. But I totally agree with all what you said here.

            may be if UNA team don’t do it, one of the community who is well versed in this platform can provide that service for a reasonable price, and am sure many of us won’t mind paying that.

            • At this stage we have to manage it by offering direct support at higher rates on Manages and Tailored plans. DIY plan is for the software and covers our core development overhead. We'd be most happy to commit more resources to community support and hope to do so eventually. In the meantime we are working on major documentation overhaul, which should help with the general requests.

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