Two knowledge bases

[Twinkie]

Simply said, there is two knowledge bases. One at support.x10hosting.com and one at kb.x10hosting.com. It seems that x10 has dropped support for the first, so why not remove it? I thought for a while that this was the official kb and didn't found the right one until gsonline pointed it out (thanks).

Also, can you add an article about what to do when someone is suspended for excessive resources? I like to have a link in all my help posts so maybe, eventually, those people I help will learn to help themselves.

 

[adamparkzer]

Simply said, there is two knowledge bases. One at support.x10hosting.com and one at kb.x10hosting.com. It seems that x10 has dropped support for the first, so why not remove it? I thought for a while that this was the official kb and didn't found the right one until gsonline pointed it out (thanks).

Also, can you add an article about what to do when someone is suspended for excessive resources? I like to have a link in all my help posts so maybe, eventually, those people I help will learn to help themselves.

The official knowledge base is at http://kb.x10hosting.com. We still use http://support.x10hosting.com for private support tickets that were escalated from Free Hosting Community Support.

There's instructions on what to do for a suspension in the Free Hosting FAQ that all members should read before posting a support ticket.

http://forums.x10hosting.com/free-h...formation-read-before-posting.html#post617570

 

[Twinkie]

I know all that already...

The official knowledge base is at http://kb.x10hosting.com. We still use http://support.x10hosting.com for private support tickets that were escalated from Free Hosting Community Support.

The suggestion is that having two knowledge bases is unnecessary confusion for both the users and admin. There has not been equal support in both.

In fact, people who have had escalated tickets don't even need a kb there because the community has already determined that admin support is necessary.

There's instructions on what to do for a suspension in the Free Hosting FAQ that all members should read before posting a support ticket.

IMPORTANT INFORMATION: Read BEFORE Posting!

I know, but the kb should be a complete source of information.

 

[adamparkzer]

I know all that already...

The suggestion is that having two knowledge bases is unnecessary confusion for both the users and admin. There has not been equal support in both.

In fact, people who have had escalated tickets don't even need a kb there because the community has already determined that admin support is necessary.

Eh, you'll have to wait for someone with access to the support system sees this. I only have access to modifying content in our new knowledge base.

 

[Twinkie]

The read before posting should not have a third source of information! It should have a link to initial support options. Don't you see how many places you have to update constantly?

 

[Bryon]

All free hosting ticket support has been integrated fully into the new account panel.

New support requests will still be going to the community for initial help, and after that they can still be escalated. Once escalated they will be now accessed through the account panel. (support.x10hosting.com will be gone).

A single knowledge base will remain, be cleaned up, and will be updated to stay current with what is going on around x10Hosting.