How do I access live chat in the new help section?

OK, I've been a premium account for over 2 years. Just now I need to report a crashed sim which needs ot be restarted so I decided to access the new support centre live chat system. After 2 failed attempts to connect I finally got in only to find the only option available to me was to 'raise a ticket' on the same range of limited topics availalable to basic accounts. There was a link for a live chat help line but only available to concierge accounts. So much for premium accounts being able to report crashed sims thru live chat.

pffffffffffffffffttttttttttt to you, LL.

Can you create a ticket?

Summary: "Region Down"

They will not do anything btw, unless it been verified to be down for 30 mins. last I was told.

I wish I could help Al, (does your avatar use the nickname "Al"?), but since I'm not premium, I can't even see the choices available to premium users. <<frown>>

Quote from their blog about support portal



Otherwise only thing you can do is submit a ticket saying region is offline like everyone else has said.

If you're a concierge level client you should have a special phone number to call anyways to report it.

The "Live Chat" feature for premium accounts is there. It's just buried inside the Solution Finder. A smart move if you ask me - I don't much care how I get the answer to my problem, as long as I get the answer.

I would imagine that once tickets start flowing into the system, and they begin to recognize patterns, they'll offer additional "ticket type" options.. a couple obvious choices that should be there now:

Simulator - Performance (consistently low dilation and/or server frame rate)

Simulator - Down (for reporting down regions)

Login - Failure

I could come up with many others after the coffee kicks in.

For concierge users, is there actually any way to contact a staffer inworld anymore?

Dont quote me but i'm thinking no, the phone number should still be in play along with live chat support.

The phone number was disconnected just before this new portal went live. Go figure. *sigh*

So how do those who can access the live chat help?

At first i thought it was safari but now I think they haven't installed it or only make it available if someone is available to take the chat. Tuesday....

The question was about CONCIERGE support.

The conceirge line is still available.

Also if you know the Linden's on the concierge team, just IM then inworld.

Ugh so the regular phone support number is disconnected, and live chat is only for premium members...wow

Except that telephone-only based support for concierge users is effectively useless for a large majority of such users, thanks to the high price of international phone calls.

I think we should give the ticket system the benefit of the doubt for now. A friend of mine used it to report his private island down, and it was back up within an hour. And that was on Sunday.

I would if my request would be responded too within a reasonable amount of time (anything beyond 2 days JUST to issue a reset on a password is far too long)

My guess is the reason they dont have live text chat support 24/7 is that they havent hired the people to do the 24/7 part yet.

Thus it being office hours only.

So even if you had a direct, dedicated phoneline ala the red panic nuclear warning phone - youd only get an answering machine anyhow.

They said they WILL be moving to 24/7 support - give them more than a week to put it in place lol.

Instant gratification takes too damned long!

Um if i remember right the concierge line was 24/7 anyways (could be mistaken)


As for normal support no of course its not 24/7 but it will be which is nice. However this should of been step one before SL was even built ^^. And I've heard good things about the support ticket system so far.

However in my own personal situation i'm not very happy considering i'm still waiting

Concierge phone line has never been 24/7. It used to only be US office hours until recently when they added UK office hours. Only time we could get 24/7 linden support was via live help or when you could see who was online via search.

Anyone able to produce a screenshot of the link that leads to the live chat system?

I want to do an Island transfer. The procedure says "send an email to concierge", but all you get is an auto-reply saying the email address has been discontinued and your message won't be read.

Concierge Live Chat doesn't appear to be live. It just opens a blank window (in IE and Firefox). The email has been discontinued, and there's no way I'm calling long distance to the USA from Europe to be put on hold for half an hour.

Premium Live Chat, I just can't find the link. The support FAQ says "If you don't see your answer, click 'My answer is not here' to get to live chat.". Well, I was unable to find a "My answer is not here" link anywhere on the support portal.

Alright, let's try Help Island: "Teleport impossible".

Kafka anyone ?

Has anyone actually managed to chat with a Linden on this live chat thing ?

I am an Island owner and I have the old Concierge phone number:/ Does anyone have the new one? If so could you please send me a PM with it or tell me where I can find it? I have looked and I can't find it. Thanks

A few things:
1) Concierge telephone number is in use and toll free for US, Canada, and the UK.
2) Concierge Live Chat (for those who prefer not to call) is also functioning quite well.
3) Our new support page will get you the help you need in a more efficient manner. When navigating the support page, be as accurate as possible in selecting the reason why you require support as this will direct you to the appropriate Linden and Linden Lab department.

Thanks for your response Heretic, but when I click on the Live Chat link for concierge services, all I get is a blank page. Whether in IE or Firefox and with Javascript, Java and Flash enabled. I own 3 sims, so I do qualify.

So I need to file a premium support request to figure out how to file a concierge support request. Fine. Where on the support portal is the link to file a premium support request ? I've spent over 30 minutes now trying to find it.

Just saying "it's working" when it's so blatently broken, isn't helping your customers much !

Terra, I just looked into this problem per your response. As it turns out, Concierge is aware that some people have had this very issue, but I'm told that this isn't a common problem (no consolation to you though). We'll be updating the support system in the days to come as well, so look for a fix to this issue shortly. If you are so inclined, file a report in JIRA, which I will direct to the Linden working on our support portal. JIRA is, in my opinion, the most efficient means of reporting bugs.

In the meantime, let's get you sorted. Go ahead and message me if you don't want to call the Concierge toll-free number (only toll-free from Canada, US, and the UK) for support.