Dear HarmonySite administrator,
HarmonySite is growing - fast. I now personally spend so much time doing support for HarmonySite clients that I have little or no time to spend developing new features for the product, or growing the business, or playing with my daughter. To that end we have hired a new support specialist, David Scott. David has a wealth of technology experience, and has been busily learning the ins and outs of the HarmonySite software for the last couple of weeks. It's time to put him on the coal-face!
What this means to you is that you need to make a change to the way you request support from us. In the past, you've generally just sent an email to me, at mark@harmonysite.com. From today onwards, please direct all email support requests to support@harmonysite.com. Please do NOT email me directly. Emails sent to our support email address will be received by our new support ticket software, and then processed by either David or myself, depending on the issue and on the day/time. This is a blanket policy for all emailed support requests. There are a couple of exceptions:
- You can email me directly if your query involves signing up for a new HarmonySite, adding paid options to your account (like our Unlimited Space option, nightly backups, domain names or SSL certificates), anything related to the invoices we sent you, our referral program, or money-related matters in general.
- If you currently have an EXISTING support issue or question that you and I are already emailing back and forth about, then we can finish that matter using simple email replies, as we have always done. But NEW issues/questions will need to go to support@harmonysite.com
- Some of you are using special versions of HarmonySite, such as regional/district/national HarmonySites (in other words, you're an association, not a club/chapter), or convention-registration HarmonySites. David knows nothing about these, so please continue to send support requests for these to me directly.
If you send me an email support request directly, not via the support@harmonysite.com email address, and it is not one of the exceptions above, then I will email you back asking you to resubmit the request to the Support email address. I understand that bouncing the message back to you will cause the resolution of the issue to take longer, but it's necessary to make this transition as clean and complete as possible.
Finally, as you can imagine, David doesn't know any of you, and certainly doesn't know what group/organisation you represent. To that end, I will repeat a request I've made a couple of times before: Please always include in your support request the name of your group/organisation, or your website's address (e.g. www.mygroupname.com). If a support request is received that does not include either a group name or an address, I've instructed David to NOT answer the question in the email, but instead to request that you indicate your group/organisation name.
Please be patient with us as we transition to becoming a more capable, powerful and flexible organisation. You may initially experience that our support is a little slower to respond, as David learns the ropes, but it will be only a temporary slowdown.
IMPORTANT: Please forward this email on to everyone in your group/organisation who contacts us for support.
Thanks,
Mark Virtue
HarmonySite
Australia
+61 2 8005 4277 (Australian number)
In North America, call: 1-415-651-7009 (San Francisco number)
Skype name: mvirtue
