Reply to comment

Not sure about you, but I have always wondered how high of a tier level needed to be paid to LL in order for them to consider you important. You know the kind of important where you get support tickets taken care of quickly, and they worry about the money they would lose if you were to get pissed off and leave. If you have thought about it, think no more I've discovered the magical number. $25,000. Thats not in $L, thats in USD. I found the magic number kinda by surprise really. I went to the support page to check on the status of my recently submitted support ticket to have a full estate that I can't seem to get rented out to save my life converted in to 4 open space sims because I have been having better luck with them. So I go to click on the support icon, and below that I see a little square to click labeled enterprise support. WTF? Now maybe this has been here awhile, but this is the first I have noticed it, so I click and I'm taken to an info page about enterprise.

Some Membership Benefits include:

• Shared Access to Priority Support - up to 10 accounts at the enterprise service level
• Accelerated Ticket Response - 12 hour response and average 24 hour resolve for most issues
• 5 Corporate Surnames
• Free Estate Renames
• Discounted region rentals for large scale events
• Please click here for further details and terms and conditions

The one thing that grabbed my attention here was the line that read "Accelerated Ticket Response". Wait what??? Back up here. Tickets RESOLVED not looked at, but fully resolved in 24 hours, generally 12. I think this one caught my attention because my last ticket to have a sim converted took 17 days. 17 long days of wasted tier on a cleared and unusable sim. 15 days is about 150 bucks worth of tier in case you were wondering. Now I really want to know what it costs to line cut support tickets so I click on. I won't bother you with ever detail of that page but I'll give you a few highlights...

Overview

The Enterprise Level Support Program (ELSP) is a fee-based membership
program whereby developer groups, businesses and organizations can get
a guaranteed service level, with guaranteed response times and a host
of additional value-added features. The service is provisioned by the
Concierge team and is able to operate around the clock, 365 days per
year. In addition, there are ELSP Concierge team members specially
trained to handle larger issues or special events.

Membership Fees and Requirements

Participation in the ELSP is on an annual basis. Each member will pay the fee in advance, and it is non-refundable.

(It never lists costs which was what I was looking for)

Priority Ticketed Support

ELSP members receive a 12 hour response time on all support tickets opened by you or your senior staff.

Island Transfers actioned within 12 hours (once we have all relevant
permissions) Grid moves and region renames actioned within 12 hours.

Tickets will have an average resolve time of 24 hours or less.

(Yea this is the one that really burns me)

Region Cloning

Region cloning will not be generally available to any organizations outside of the ELSP or Global Partners program.

Region cloning is charged at USD$25 per clone unless otherwise agreed
with Linden Lab on a project-by-project basis, and will require the
signing of a content waiver stating that you have full rights to copy
the content involved. We will require two weeks notice of your
requirements for cloning.

The Solution Provider Email List

With an NDA in place, you and your designated senior staff (see "Shared
Access to Priority Support" above) will be added to the exclusive ELSP
mailing list. The list will provide you with updated information, as
well as the occasional discussion of proposed features and designs for
both the Support group and other aspects of Second Life

(Wow!! They will listen to your suggestions!!)

Wow this shoulds great. You get the customer service most people would expect from a company anyways, AND as icing on the cake they say they will listen to your comments and suggestions on new features. Also sounds a little like the concierge users like most of us are going to have or support tickets pushed back a little farther. The need to know how much LL charges for customer support we should already be getting is just to overwhelming for me so I hop into live chat support using the excuse of my current ticket to slide in the question about the cost of riding on the SL Enterpise.

Rowan: Hello, Sarah_Nerd. I'm probably helping multiple people at the
moment, so please explain your issue in detail, and I'll be with you as
soon as I can.
Sarah_Nerd: Ok two questions. I submit a ticket to have a full estate
converted to 4 open spaces and wondering what the approx wait time is
currently. 2nd I noticed the Enterprise level support portal, looked at
that and see they have tickets handled in less than 24 hours, generally
12. I was wondering what it cost for that.
Rowan: 5-10 business days for the conversion, and US$25,000/year for Enterprise.
Sarah_Nerd: Alright Thank You

Sorry for my language but the only way to describe this is HOLY FUCKING BEEGEBBIES!!!! $25,000 United States dollars to get what we should be getting with our tier fees. More sailor talk coming....

FUCK THAT! If I happen to find a spare $25,000 laying around I'll buy a hybrid car so I can afford gas, not spend it to get what I deserve to be already getting for being a paying customer.