Changes between Version 14 and Version 15 of GettingHelp

Timestamp:

08/22/17 11:19:59 (7 years ago)

Author:

novaflash

Comment:

Supplementing support options on the OpenVPN Access Server product, as indicated by Johan Draaisma of OpenVPN Technologies Inc.

GettingHelp

@@ -73 +73 @@
  * https://community.openvpn.net/openvpn/wiki/MailingListArchives 
 
-= Access Server user support =
+= OpenVPN Access Server and bundled OpenVPN Connect Client user support =
+
+== Access Server support ticket system ==
+
+This should be your first step when you want to contact us for support requests for the OpenVPN Access Server product. To access it, you must have an account on https://www.openvpn.net/ and be signed in with that account on that website. Please note that this is a different website than the community website, and as such they do not share the same accounts and login details. If you don't have an account there yet you may need to make one. If you have a valid license key for Access Server, you already have an account there. Once signed in, at the top of the page there you can click 'support' which takes you to the support ticket system. You can submit support tickets there, which will usually be answered within a few hours. It is staffed 24/7.
 
 == Access Server IRC channel ==
 
-If you are using the Access Server product you should use #openvpn-as channel on irc.freenode.net for real-time support. If you are looking for ''official support'', please type ''!staff'' and ''!hours'' to the chat window before asking questions. If not, you can ask your question any time and with any luck, a fellow user may be able to help you out.
+If you are using the Access Server product and your query is not very urgent, but you would like some real-time support from advanced users or OpenVPN Technologies Inc. personnel, you should use #openvpn-as channel on irc.freenode.net. For urgent requests use the support ticket system above. If not urgent, but you want to diagnose difficult problems and need some moral and technical support, you can ask your question any time and with any luck, a fellow user may be able to help you out. Users in the channel with @ (OP) are usually personnel of OpenVPN Technologies Inc.
 
 == Access server forum boards ==
 
-OpenVPN forums are also used for Access server support:
+The OpenVPN community forums are also used for support on the OpenVPN Access Server product. For urgent requests you should try the support ticket system first, but the forums are also visited frequently by experienced users and OpenVPN Technologies Inc. personnel, so you may get an answer there as well in most cases. It also helps that previously asked questions have been answered there and may hold the answer to the questions you may have:
 
  * https://forums.openvpn.net/access-server-f24.html