Archive for the 'Customer Service' Category
Friday, February 13th, 2009 by: Blue
[2009-02-25 @ 11:10 AM PST] The new blogs are UP NOW! blogs.secondlife.com (note the extra “s”, the singular will also redirect to the new blogs soon).
[11 AM PST] WE’RE SO CLOSE!
[8 AM PST] Pardon the mess, it’s temporary. We’re upgrading to our new blogs! Stay tuned…  -Torley
UPDATE – Due to some last minute technical naughtiness, the launch of the new blogs has been delayed to early next week.
I’m disappointed about the delay of course, as I can’t wait to get started blogging in earnest. If you are disappointed as well, I apologize. But you know the old saying: When life gives you lemmings, make lemmingade! And so without further ado…
Welcome to BLUE’S TOLD-YOU-SO COMPETITION where you can turn snark into valuable prizes! The game is simple. Just come up with the ultimate told-you-so to go with any event, whether it’s the delay of the new blogs, McCain losing the election, or your boyfriend getting towed for parking in a handicapped spot…it’s up to you. I’ll even get you started with an example:
Yoz: Hey Blue, we have to delay launch due to some technical issues.
Blue: Told ya we shouldn’t be using that Commodore64.
The best comeback wins one lucky resident a dream date with me, your pal Blue, to an exciting inworld location as part of my SL Travel Blog. Yes you heard right. Immortalized…on a BLOG. How can you resist? Just write your comeback on a notecard with the title TOLD YOU SO and drop a copy on me inworld. Even if you don’t win, a witty dis is its own reward!
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The Second Life Blog was once a place where the Lindens talked casually with you about policy, their projects, recent news, the future of SL, etc. Residents regularly told us that they loved having access to such broad insight into the company and frequent communication with the full range of Lindens. And Lindens loved the ongoing dialog with residents.
Over time however, as more Lindens came to participate, the blog got a bit manic. Some of you complained that reports of temporary performance issues would eclipse larger conversations related to long term plans and features while others believed that tutorials and opinion pieces were distracting them from the hard news of inworld issues they needed to know about in order to run their businesses.
In other words, we outgrew our single channel blog. It was no longer serving people’s individual needs. Perhaps worse was that the signal to noise ratio in comments had gotten bad enough that Lindens weren’t able to depend on them as a way to clearly hear the range of needs and desires of the community. As such we had to limit blog participation to a smaller number of Lindens on certain types of topics and move extended discussion to the forums.
We knew it was important to get back to using the blog as a key means of constructive two way conversation with the community, so we put together a shopping list of must-haves for a new blog suite which included…
- Individual channels of communication for each subject
- Numerous means of accessing channels (including RSS and email subscription)
- Discussion format sub-blogs for extended conversations with threading, voting etc…
- Private sub-blogs for communities working in Second Life (like educators and Solution Providers)
After comparing options, we believe we’ve found one that will best suit our ongoing needs. We expect that it will allow us to get back to the days when any and all Lindens could participate freely and hope that it will provide a convenient way for you to engage us on a wide variety of topics.
So we hope that you’ll join us here, on Thursday the 19th of February, for the launch of a whole new Second Life Blog, where it will be the good ol’ days all over again!
See you then,
-Blue
Posted in Announcements & News, Blog Improvements, Blogroll, Business, Community, Community Gateways, Concierge, Customer Service, Education, Enterprise, Forums, Land, Marketing, New Releases, Tips & Tricks |
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Hello from Support!
We are pleased to announce our new German office hours for outworld support. If your preferred language is German then we have the support for you! Monday through Friday from 08:30 to 19:30 our German support agents will be available to help you with your non-technical questions. Premium and Concierge customers have access to live chat and phone support. Please contact us with your questions.
Toll-free (US/Canada)
800-294-1067
or
Long-distance (not free)
703-286-6277.
They are available 08:30am to 19:30pm CET, Monday thru Friday.
Wednesday, November 5th, 2008 by: M Linden
M Linden here. Many thanks to everyone who responded constructively with their concerns and suggestions about our Openspaces announcement. We’ve listened carefully and your feedback has led to some amendments to our original plan.
Before I jump to the policy amendments, I’d like to provide some insight into our decision and then recap what we’ve heard from you. When the Openspaces product was originally launched, Linden Lab offered Island owners the opportunity to add Openspaces to their land for light use only –- such as ocean or park land. But we didn’t build in and enforce specific, quantifiable performance limits on the Openspaces. Why? For two simple reasons:
(more…)
Welcome to another KBAotW!
My selection this week is our handy article How to select everything you own on a parcel of land. There are many uses for this quick and easy click-n-drag selection method.
- Select an entire unlinked build
- Make copies of your copyable objects into one coalesce file
- Moving to a new parcel? Select your objects, take them with you and rez the file at your new location. Voila, moving is easy.
If you missed a Knowledge Base Article of the Week, you can find our collection here.
Please also join us each week for our Documentation Team office hour held on Friday’s at 2 p.m. PDT at our pier-shaped office in Beaumont.
 Kate Linden
[RESOLVED 10:45 a.m. Pacific] The status page is active again.
[UPDATE 9:56 a.m. Pacific] No visible improvement yet. The Web team is still working on it.
*****
The status page we use to report service disruptions in progress is suffering a temporary misconfiguration. We expect to have it resolved shortly.
Hey everyone! Have you ever tried to send someone a link to an article in the Knowledge Base, only to find that it didn’t quite work the way you expected? Have you ever wondered how we post Knowledge Base links on the blog? Today I will teach you the art of Knowledge Base link construction, so you can start creating and distributing your very own links to the Knowledge Base!
To get started, you’ll need the proper link template and your article’s topic number. When you’re done, your link should closely resemble this week’s article link:
http://support.secondlife.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=5402
Just click that link and read this week’s article to learn the rest!
As always, if you’d like to comment on this article, or if you’d just like to chat with the Documentation team, we’d love to see you at our office hours today, Friday, at 2pm in Beaumont.
See you there!
 Jeremy Linden
We’ll conduct grid wide maintenance on the voice servers on Monday morning, 14 July 2008, between 2:00 AM PDT and 5:00 AM PDT. Each voice-enabled region will experience a brief downtime (under five minutes) as the individual media server supporting voice for that region is restarted.
A handful of individual regions may experience audio interruptions lasting five to ten seconds for a period of a few hours following this maintenance period, as audio load is balanced across the voice grid.
We’ll update the status page as work progresses.
To improve the Second Life experience, we’ll be upgrading database hardware this coming Wednesday, 2 July.
The upgrade is scheduled to begin at 7:00 a.m. Pacific, and to take a maximum of an hour. During that time, logins, new account registration, and the land store will be unavailable; however, residents who are in world will not be asked to log out.
We’ll report progress during the upgrade on the status page.
Happy Thursday, people, and welcome back to another edition of Knowledge Base Article of the Week. This week, we’re going to visit a topic near and dear to my heart: Submitting a Knowledge Base Suggestion.
The Documentation Team works every day to improve the Knowledge Base, adding new articles and cleaning up outdated information in existing articles, many of which were written long before any of us actually joined Linden Lab. We’re always happy to receive suggestions for articles that don’t exist, or ways to improve articles that are already in there. This week’s article should help you to help us by letting you know what is — and isn’t — a great idea for a Knowledge Base suggestion.
If you’ve got any questions or stories to share with us about your documentation-related experiences, feel free to stop by our weekly office hour at our couch dock in Beaumont!
Hot off the press: This week’s is slightly earlier on Friday at 1pm SLT at the usual time on Friday at 2pm SLT (as always, individual support requests are for the Support Portal).
Be well,
 Jon Linden
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