Archive for the 'Customer Service' Category
Hello everybody! This week on KBAotW, I’d like to introduce you to a little feature called Media On A Parcel. With Parcel Media, you can share your movies, music, images, and even webpages with other Residents on your land. Movie night, anyone?
As always, if you have questions about Second Life, and you think the answer should be in the Knowledge Base, please stop by Documentation Office Hours today at 2pm PDT. We love to hear from you! You’ll find our valiant and scholarly Documentation team lounging on couches at our usual pier-shaped office in Beaumont.
See you there!
 Jeremy Linden
As part of our ongoing effort to provide you with the highest quality Second Life experience possible, part of our process is to ask ourselves, periodically, if we’re working on the right things.
Today we’d like to let you know we’re seriously considering whether Linden Lab should continue supporting Mac OS X 10.3, “Panther.” Our tracking shows that very few of you, about 1/4 of 1 percent of all of you, the entire base of Residents, are still using Apple’s Mac OS X 10.3 when logging into Second Life.
We’d like to let the Linden engineers stop working on supporting an operating system released in 2003, and instead move on to other work which will benefit a much larger group of Residents.
If we do stop supporting that version of the OS, it would not be until 60 days from now, to make sure there is plenty of time for the news to spread.
To briefly review the last five years of Mac OS: Panther, OS 10.3, was first released in October 2003, and updated to 10.3.9 in 2005. Apple has followed Panther with two more recent versions of the Apple OS, “Tiger” (OS 10.4,) released in April 2005 and “Leopard,” (OS 10.5,) released in October 2007 and updated Feb. 2008.
What would it mean to “stop support”? Eventually we would stop developing for the SDK (software development kit ) of that operating system, and we would also stop doing QA testing on OS 10.3.9.
What would you notice? If you are one of the few logging in with that OS, you would still be able to do so the day we stop supporting it — for some time. Exactly how long we couldn’t guarantee, because we would no longer be testing and developing to make sure it does work.
So, Oh Residents, what say you?
Are you following the Second Life Grid Status Reports? If your business, your event, or your time with friends may be impacted by the Grid Status, we want you to have all the information we can get you, as quickly and easily as possible.
We’ve been posting Status Updates mixed in with a variety of posts on other topics. We realize that many of you don’t want to have to hunt through the blog for needed Status information, so in an effort make it easier for you, we’re following the tech industry standard and moving that information to a Status page.
Starting today, we’ll be collecting all the Second Life Grid Status Reports onto that one page. Now, you can check for an update without having to scan through all the other blog posts.
You can also subscribe to updates on your mobile phone using Twitter, or with an RSS reader.
Yep, get your Second Life Grid Status Reports, wherever you go.
Subscribe!
Now you can subscribe to the reports, and make sure they’re sent directly to you.
* Get updates sent to your RSS reader.
* Subscribe with your mobile phone and you can get Twitter updates while you’re out and about. Go ahead, take that meeting, go back to class, do your shopping, take a walk, get some other work done, and when the next Second Life Grid Status Report comes out, you’ll hear about it.
https://twitter.com/SLGridStatus
RSS: What is it? Status Reports sent Directly to You
- RSS? The BBC offers a good, simple article that goes right to “How do I start…?”
- If you’d like to get more technical, try Wikipedia
What is Twitter? Get Status Reports on your Mobile Phone or Computer
Quick Links: Second Life Grid Status Reports
Subscribe to the Second Life Grid Status Reports via Twitter
Subscribe to the Second Life Grid Status Reports via RSS
[Resolved at 10:50pm Pacific] Our Support Portal is back online!
[Updated at 10:10pm Pacific] Maintenance is in progress. — Frontier
As reported earlier this week, our support portal will be offline for system maintenance tonight, Saturday, 26th April.
Our software supplier has reduced the length of the downtime from six hours to three, from 9:00pm-Midnight PDT.
During that time, the support portal will be unavailable for chat or ticketing services.
Apologies for any inconvenience this may cause to you.
[RESOLVED 22:58] The network situation appears stable, so we’re sounding the All-Clear. Enjoy the rest of your weekend.
[UPDATE 22:18] Ops says the network problem has been fixed, we’ve regained contact with the rest of the world, and things should quickly be returning to normal. We’ll be monitoring the situation, and if no further complications arise, we’ll be giving the all-clear shortly.
There is a major issue causing problems with a number of inworld services, including problems with profiles, teleporting, and maps as well as interfering with logins. Ops is investigating and early indications are that we are being affected by a major networking issue. Please monitor this post for updates.
[UPDATE 25 April 08, 3:40 pm Pacific]
Our payment processor has fixed and tested the process. All card operations (including updates) are now running within normal time frames.
*****
Due to an issue with our payment processor, we are unable to update your credit card information at this time. Attempting to delete and update your credit card will be indefinitely delayed. You may enter card data but it will not be active in our system for potentially several more hours .
If you have valid credit card or payment information, you can continue to USE it with no problems- this only affects updating card information, or initial card data entry.
Updating Paypal payment information is completely unaffected.
We are working with our payment processor, and credit card updating will work as normal as soon as their issues are resolved.
[UPDATE 1:35pm Pacific] Logins are open, and the asset system has returned to full functionality. Please be patient when logging in, as the login queue will be processing a high volume of requests for the next few minutes.
[1:02 pm Pacific] Logins have temporarily been restricted to staff-only as Operations addresses a slowdown in the asset system. We’ve also broadcast a request in world for residents who are currently logged in to refrain from manipulating or transferring assets. We’ll have more info ASAP.
Best laid plans of mice and men often go awry… the new Land Store is just not ready to ship.
Rather than inflict you guys with a tool that isn’t ready yet, we have decided to bring the old store back up with the new prices. All the old challenges remain (doesn’t work in IE, wait time for delivery) but you will be able to place orders as you have in the past.
You will still be unable to order Openspaces via the old store, and the delays there will continue to be long as we deal with backorders. New island orders will go up as quickly as possible, and we will keep you updated on the progress of not only those orders but of the new store as well.
Thanks much.
Our support portal will be offline for six hours of system maintenance this Saturday, 26th April from 6:00pm-Midnight PST. During that time, the support portal will be unavailable for chat or ticketing services.
As originally reported here, our auction pages will be offline for scheduled maintenance this evening from 9 pm until 11pm PST.
We apologise for any inconvenience this essential event may cause.
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