No problem. It is actually that I already discuss with the Limesurvey GmbH. A while ago the sites were clearly separated (Limesurvey.org as the open source tool that you can install and host yourself and Limeservice.com as a SAAS offering based on Limesurvey). However, a while ago the two sites were merged which of course gives the impression that the forum is the support forum for the SAAS services, which it is not. Most of us are not paid or in any way affiliated with the Limesurvey GmbH, responsible for the professional hosting services or the comfort update.
However, I can see how this can be confusing for new Limesurvey users who do not know the history of the project and the difference between the SAAS offers and the open source tool.
Actually most of us also give support to users that have purchased the Professional packages if it is about general Limesurvey issues, that is not the problem. But of course we do it on our terms and when we have time. On the other hand you as a paying customer expect a timely response, because you paid for software as a service. So until Limesurvey GmbH have structured the website better, you need to find out when it is best to ask in the forum and when to contact the support of Limesurvey GmbH via the ticket system.
Seeing it from this perspective your expectation for a quick response in the forum is not actually your fault, but rather a problem that wrong expectations are created by the current structure of the website and the merge between Limesurvey and Limeservice. I hope the guys at Limesurvey GmbH get this sorted soon, because it creates a strange atmosphere in the forum: On the one side users expecting quick response because they "are paying for it"
On the other side the voluntary forum helpers who won't like an attitude like this because we do this in our spare time.
Many people on the forum like Tpartner, Denis, Joffm, Ben, Jelo, Mazi, Tammo, etc. help in their spare time and receive nothing for it (except maybe some thanks from those that could be helped, which of course is appreciated).
Help us to help you!
- Provide your LS version and where it is installed (own server, uni/employer, SaaS hosting, etc.).
- Always provide a LSS file (not LSQ or LSG).
Note: I answer at this forum in my spare time, I'm not a LimeSurvey GmbH employee.
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