Posts Tagged ‘ticket support’

SkaDate Dating Software Explains Website Mods Support

Friday, March 16th, 2012

by Zima.

SkaDate Dating Software Explains Website Mods SupportSkaDate Dating Software is packing quite a punch under its hood. As many of our veteran clients can attest, on top of numerous features and free dating templates/themes, SkaDate dating script is highly customizable. In fact, this is one of the major reasons for its popularity.

Our team of highly-qualified supporters is always on hand when it comes to helping SkaDate users changing some aspects of the solution’s look and feel. Most of the time we do it for free (if you have the support service activated), however, there are some instances when requested modifications require additional fees for the implementation. I will try to explain the difference here.

In the simplest terms, the support team will help a user without additional charges, if requested modifications do not require any direct involvement of programmers and designers, i.e., when no changes to the source code are needed. Let’s call this a Basic Modification.

For instance, when a customer wants to install a custom logo, replace the website’s background image, alter font size or color of the links, change favicon or the order inside the Member Home Links Component (all within our specifications), our support team members can do it on their own, thus no additional fees apply.

However, when users need to completely change the background color, add new components (not present in the default SkaDate version), migrate member database, integrate a new payment provider, or create a new interlinking infrastructure, etc., said changes will have to be made in the software code itself. This is called a Code Modification.

A Code Modification implies changing the very structure of SkaDate. Basically, a developer will have to re-write the software code and practically create a stand-alone version of our dating solution to correspond to one specific client idea. Needless to say, we can do it too, although such a project will require additional fee, depending on the complexity of requested changes.

At first, this might be a bit confusing for anyone without a technical background, but SkaDate support team is always on standby, ready to explain the type of modification clients have on their mind, and present them with appropriate options.

If the modification is basic, supporters will make it without asking for additional fees, or will tell clients how they can do it on their own. If the modification in question implies some code changing, clients will receive a breakdown of the required work and the according price.

I hope this adds some clarity. Good luck modifying your site to make sure it meets your ultimate vision. Anything is possible with SkaDate, and we’ll always be there to help you.

SkaDate Dating Software: Getting Started

Friday, January 6th, 2012

by Zima

SkaDate Dating Software: Getting StartedSo, you’ve bought a copy of SkaDate Dating Software and we’ve helped you installing it on the server, where it sits now, sexily tempting you to dive head-first into exiting world of online dating business, and never look back…

But what should you do first? How should you proceed? What are the first steps?

These are the types of questions customers frequently ask our Support Team right after the installation process is over. With general concept in mind and SkaDate dating script ready to be fired up, many clients are understandably overwhelmed with new options. Well, that’s why I am here; I’ll help you understand what you need to do first.

Trust me, I know everything about the intuitive drive to call the support and ask for instructions, but wait. Here’s a little secret - once you are a part of our exclusive club (of SkaDate 9 owners), everything you need is actually right in front of you. Check this out.

SkaDate Dating Software: Getting Started

This is your SkaDate Customer Area. As you can see, there are a few really helpful things right there. What you should do first (not only with our dating solution, but with any new soft or hardware) is look through the Manuals.

SkaDate Dating Software: Getting Started

We put them there for a reason. Seven years on the market made sure we know exactly what our new customers have trouble with. Moreover, these manuals will be helpful even for seasoned SkaDate users, who need step-by-step instructions for anything from changing the logo at the top of the page to installing new free dating themes and templates. Yeah, we do know what you want, so check back this area often.

Once you know how everything works it’s time to get on the Forum and see what’s going on in the community. Chances are most dating site owners already went through logistic, creative, financial, and organizational issues you think you might encounter. Never neglect the experience of others. These things will set you on the right path or give you new ideas in the very least. Oh, and the answers to most question on your mind can also be found here.

SkaDate Dating Software: Getting Started

By this point you should have a pretty clear idea about the direction you are heading. What you need now is a few visual tips to really get the feel for operating the powerful SkaDate machine. We have those in the form of Video Tutorials. Custom Page Creation? Check. Membership Type Configuration? Got it. Advertising Management? You bet!

SkaDate Dating Software: Getting Started

You know what they say – if a picture is worth a thousand words, than a video is worth millions. Well, lucky you, we have all three, giving you a load of information before you even started!

It is quite possible that you might still have some questions left after digesting all of that data. Technically, there is a possibility that manuals, forums, and tutorials do not give you the answer you are looking for.

Well, then is the perfect opportunity to get to know our Support Team better. (I believe they love reasonable challenges). Actually, their only shortcoming that I’m aware of, is the lack of telepathic superpowers; so when contacting them, it’s preferable you have a clear idea about a website you want to see when the dust settles.

Good luck!

Vote for SkaDate Dating Software -
iDate Awards 2012 Finalist

Monday, November 7th, 2011

Vote for SkaDate Dating Software - IDate Awards 2012 Finalist

Dear SkaDate Dating Software owners,

We would like to express our sincere gratitude for placing us on the shortlist of nominates for the Best Dating Software Provider in the 2012 iDate Awards.

The voting for the award itself is now open, and if you believe we are worth it, please spend a minute of your time and make your voice heard.

All you have to do is follow these simple steps:

1. Visit the iDate 2012 Dating Industry Awards page;

2. Scroll down to the third nomination (Best Dating Software Provider);

3. Find SkaDate.com on the list and click on the radio button next to our name:

Vote for SkaDate Dating Software - iDate Awards 2012 Finalist

4. Scroll further down the page to the Submit form, fill it out with your details, type in the security code, check the I AGREE box, and press SUBMIT:

Vote for SkaDate Dating Software - iDate Awards 2012 Finalist

5. A message indicating your vote was taken will show up, asking you to verify the cast vote by clicking on the confirmation link sent to your e-mail address. This is done to ensure the voting is honest. Go to your inbox and follow the provided link;

Vote for SkaDate Dating Software - iDate Awards 2012 Finalist

6. That’s it; you have officially placed your vote!

The voting will be open until January 4th, 2012, with the winners announcement taking place during the annual iDate Conference in Miami on January 24, 2012.

Together with you we’ve come a long way since the last iDate Awards. We have expanded our user-base by over 20 percent, immensely improved SkaDate dating script, launched the new and improved iteration of the homepage, introduced a batch of new features (including Facebook Connect, Multiplayer Games, Shoutbox, etc.), experienced a quality breakthrough with next generation free dating templates, and signed a partnership with SOD Technologies, which now provides 24/7 ticket support to SkaDate customers (an alternative support option to the familiar SkaDate Support).

We cherish all of our clients, and hope that our commitment to producing the best possible online dating solution on the market, will result in the mutually respectful, trustworthy, and enjoyable long-term cooperation. If you feel the same, please cast your vote for us. Thank you.

SkaDate Team.

SkaDate & SOD Technologies Launch 24/7 Ticket Support

Tuesday, November 1st, 2011

SkaDate & SOD Technologies Launch 24/7 Ticket SupportWe have great news for all SkaDate Dating Software owners. SOD Technologies, a Certified SkaDate Partner, is launching 24/7 ticket support for SkaDate customers – an alternative to the current support option provided by the SkaDate Team. SOD Technologies is a software company specializing on providing quality Information Technology services at competitive rates.

The present costs for ticket support will remain $95/month for either of the selected options; with SkaDate Team available Monday through Friday, 9AM to 6PM (GMT +6), and SOD Technologies providing support 24 hours a day, 7 days a week (3 hours response time guaranteed). Click here to learn more about SkaDate Support Options, or here for more information about SOD Technologies support plan.

* * *

After witnessing a substantial growth of our client base, we have set ourselves a challenge of further improving customer services, while maintaining current rates for high quality ticket support.

We have always strove to provide the community with the best possible services, which led to a natural decision to extend our current support hours to a 24/7 operation. Handling the increased load, however, would require us to raise the present rates, something we wanted to avoid at all costs.

The solution was found in the strategic alliance with our certified partners SOD Technologies. This company has worked closely with us for more than a year, creating various modifications for SkaDate dating script, while setting up a very reliable and trustworthy connection.

In the last few months we have asked some of our clients to test the new 24/7 support team, and the response we received was very positive. This reinforced our belief that we made the right choice, which will only improve client satisfaction.


Help Us Help You (Save Time and Money)

Tuesday, May 24th, 2011

by Zima

SupportLet me say this outright – we know how frustrating it is when instead of your beautiful dating website all you see on the monitor is a blank page, or when a new feature you longed for does not function for some mysterious reason. We’ve all been there before. In our case we’ve been there on both sides – while testing new products in-house and while trying to help the most important people in our lives – you, the customers.

With that said, SkaDate team would really prefer if the users of our dating software never encountered any problems at all, ever. That, unfortunately, is impossible for one simple reason. Once the product reaches a certain stage where it is highly customizable to fit various needs of very different audiences, the easiest surface solutions are no longer enough to fix everything in just a few clicks. That is why we employ a handpicked team of highly skilled support technicians for your convenience.

As anyone who has ever dealt with customer support knows, the fixing-up process could be unpleasant, annoying and tedious. Here are a few tips to avoid this and to make your life much more easier.

Identify your problem clearly. I cannot stress enough the importance of this vital step. It is crucial to realize that SkaDate Dating Software is a professional business solution that can seem complex at the first glance. The more you work with it the more flexibility you will notice. However, for a novice user all the available options could seem overwhelming. The instinct here might be to ask for support on all matters at once immediately.

A better approach would be to tackle each individual problem separately. Create a ticket, name it as descriptively as possible (a subject line stating just ‘Hello’ will be definitely lost among others), get support, get the problem solved, close the ticket, and move on to the next issue. Posting a lengthy plea for help in a single email with generic name will actually slow down the process, as it will take operators more time to find it, sort out the list into separate instances and check them one by one.

While doing this remember to supply full info on the matter in question. Also, please trust us when we say that we need something specific from you, like a screenshot or log. It is not in our interest to drive you insane with weird requests. The only reason our support asks you for something is to get to the root of the issue faster. We had cases where a problem at hand required just a minor tweaking, and yet the battle to solve it raged on for well over a week, all because of a lonely screencap missing in action.

Sometimes new customers appeal to our support believing that there is a bug in the software. Look at it this way – the Demo on our website is not a standalone product. It runs on the very package you are using. Thus if you see a feature working correctly in the demo, it should work on your side as well. Any differentiating results can come only from the incorrect setup or hosting. We’ll be glad to help you with the former, but sadly there is not much we can do with the later. Here is a quick list of issues that identify server complications (Call-Your-Provider Stuff) -

MySQL server has gone away
Database connection failed in (directory)
500 Internal Server error
Fatal error: Allowed memory size exhausted

Now for the ‘saving money’ part. As you know, we offer a month of free support to all new customers, but then we charge a monthly fee for continuous use of the service. This happens because we follow certain market rules, and since it was our conscious decision to stay within a very confined niche, we simply cannot operate otherwise while handling thousands of subscribers. There is, however, a way for you to get all the support you need for free.

Six years of operation proved to us that over 90% of all problems and their solutions can be found in our manuals and on the forum. This might be a lengthy read, but it will save you time and money in the long run if you will know what goes on inside the machine that drives your business.

As final words I want to tell you that we treasure every single customer. This is not just a random throw-away promo line at the end of a post. It is true. We are in this business together, and we are fully aware that you deal with thousands of your own clients on the daily basis. That is why we will do everything we can to make your communication with us as express, useful and painless of an experience as possible. Thank you and come again!