No you do a great job of helping. I think you are a great asset to the users and the Directadmin corporation. I am not speaking about you though. I am speaking to the corporation of Directadmin. I dont think the forum or the ticket place is the best place for bugs and there are many reasons not to use the forum.80-90% of bug reports are just technical issues they have, then they need to be investigated, and they get support at the end of thisForum is the best place for this. Did you see any real bug you're experiencing too ignored on the forums? (I guess no)
Disable calls to external servers (Google Fonts/APIs, Polyfill.io)
- Thread starter warg
- Start date
Arieh
Verified User
If the worry is that bug reports turn into support questions, you could make certain terms in order to submit a report. Like have you tried X or Y, how do we reproduce this exactly etc. If it's an unclear report, just flag it as incompete report and move on or something. This will leave room for genuine reports from users that know what they're talking about.
Another idea I know from other companies is: You charge a fee per ticket, e. g. for a bug report ticket, in case of no technical support included for your plan and if it's a valid report (unexpected/broken system behavior) you get a refund for it (or you don't have to pay it). Both are good ways, while Arieh's suggestion is even more customer friendly.
First - this is only an issue for life-timers, they even insist us to check it, because they think it's a bug, while we know it's not a bug even before connecting there. How would this case need to be solved? We'd need to support and provide a solution. This is exactly what recurring licenses come with. So, what's the point of having 2 types of licenses (with and without support), if both get the same? I think it'd be unfair from the perspective of customers who are paying for the support. Recurring licenses (excluding personal) include support, so we always check the issues they report, even if we know it's not a bug. Second - life-timers can always post the issues to the forum, if it does sound like a bug - most of the time I ask for the details and check it free of charge. If it's not a bug - they get the support free of charge at that time. Does that really create so many problems?
I'm sorry, but it really sounds "please provide support in ticketing for life-timers as well, even if the licenses came without support".
- Joined
- Feb 27, 2003
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- 560
We are very fast at fixing real bugs, no matter what type of license it is. There is no situation where we have refused to fix a confirmed bug.
90% of "bug reports" turn out to be false (mostly configuration issues that tech staff can solve). If it's a license with support, and it takes lots of staff time to figure out & solve the problem, then that's fine. It's what you are paying for.
For any other license type, follow the advice of @smtalk and just use the forum. In fact, this could give you a faster solution. The best way to discover a bug is have more than 1 person reporting the issue. If we see other forum members saying they are experiencing the same problem, then we can take action even faster.
90% of "bug reports" turn out to be false (mostly configuration issues that tech staff can solve). If it's a license with support, and it takes lots of staff time to figure out & solve the problem, then that's fine. It's what you are paying for.
For any other license type, follow the advice of @smtalk and just use the forum. In fact, this could give you a faster solution. The best way to discover a bug is have more than 1 person reporting the issue. If we see other forum members saying they are experiencing the same problem, then we can take action even faster.
ikkeben
Verified User
That is why i did write if you have no license (real obvious bugs go yes direct to DA ofcourse) you should open a ticket at hoster or ask your hoster, and if no support from them, then ask here in forum, and you can contact some direct here in forum to have a look at the things, problem, whatever.
I didn't mean go away for support if you have no license clear?
There is alway a kind of support, yes or no solving what you want the way you like most is another thing, but they do their best here.
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I know and we are glad.
Hopefully you all are noting these types of things and adding them to the knowledge base
Wonder if it would help to add something like "BUG - (Post Subject)" in the post subject line if we think its a bug?
LawsHosting
Verified User
Is a security issue a bug? Would you like people to disclose security issues on a forum for all to see before you investigate?
No doubt you have channels for reporting "potential" security issues in place, but, I make a valid point.
No doubt you have channels for reporting "potential" security issues in place, but, I make a valid point.
If you have this thread in your mind - this is how it happened
If you're having serious security issues in your mind - have you ever seen any open disclosures on the forums? Rack911labs and others had no problems getting in touch even if they might have had 0 DA licenses at all. You don't need to be a license holder to report a security issue. directadmin.com has a contact form for this, emails are also mentioned there. I also see 0 issues there. It's a customer's preference of how do they want to do it (post it somewhere on the darkweb, report it publicly in the forums, or mail/submit the contact form.