Finally! The Customer Service We Have Been Asking LL For! But Wait.. Theres One Hell of a Catch!
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.
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Why LL Enterprise Support Still Falls Short
The Enterprise solution provided by Linden Lab is still a crippled solution because it does not resolve the condition in which only one person can own, sell, remove and otherwise dominate the business practices or principles on regions. This solution is a glorified group option and any seasoned resident realizes that groups also have limitations and avenues for abuse.
A true business/enterprise solution would set up a set of checks and balances so that all parties must sign off on MAJOR changes to regions. (The sale, renaming or moving of a region).
The grouping together of all of these various tools rather than simply offering them on an individual basis makes the package less than desirable no matter how much income you are generating in Second Life. It is far more prudent on the behalf of business owners to choose the services they need rather than snatch up a package that contains a host of tools they may not use at all. Linden Lab would probably have far more interest in these services were they to be offered individually as well.
Dirk Talamasca
wow
I had no idea about this. I'm with you Sarah - the last few island transfers or changes have taken weeks, and the sims sit idle doing nothing while we wait. grrrrr.
Does it strike anyone else that...
"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"
...might also mean that they get advanced notice of changes that are coming? Do you all remember when Anshe Chung got advanced notice of a sim price increase from $1,250 (I think) to $1,675, and before the Lindens made the announcement, was buying up sims from people at $1,200 - 1,400?
things that make you say, hmmmmmm....
dd
hmmmmmmmm
NOT!
Anon 2.0 (aka deuce)
Oh great
For 25 grand I'd expect a personal visit from Robin and Jeska! Good grief that's some package.
I'll have to look at this more closely, on initial inspection I don't see anything that sounds anywhere near value for money. There's got to be more to it than free island renames and a few corporate surnames surely. I mean the guaranteed support is fine, but what the heck are they getting support with?
Estate manager rates are gonna get through the roof if they see this, quick hide it from Bella!
You get 100 personalized
You get 100 personalized names too. Thats worth as much as the new hybrid I can't afford right?
So let's do a Cost Benefit Analysis
Basic support to land owners = 25$
Five free company names = $500
All the other crap = 37.50
Total: 562.50
On the other hand, it's absolutely FREE to quit when you get tired of shoddy customer support that's costing you lots of money in wasted tier fees.
I feel like Chris Rock from In Living Color when I say: "How about I give you $87.00 and you just give me the reach around."
Oy.
So...
Basic support to land owners = 25$
Five free company names = $500
All the other crap = 37.50
Total: 562.50
For Everything Else, There's MasterCard
Confused
First LOL at Konners reach around comment.
Second is the 25K USD a month tier fee level and you get this service, or 25K USD one time fee and you get this service.
Third and Konners post gave me this idea:
Premium account: $9.95
Conciere Service: $125.00
Getting the costumer server you deserve: PRICELESS
Bart Heart
25K on top of whatever you
25K on top of whatever you pay for tier. I pay more than that a year for tier, I'm still shit to them.
It took them over two months
It took them over two months to resolve an issue I had. Back in April a customer sent a message to me stating that they bought some land from my group but that the land didn't transfer although the funds did. I know this happens way more than it should and tried to use live chat. However that wasn't working so I sent in a written ticket. This was sent on April 12th. I just got a reply on June 18th. LMAO
Land Shepherd
Well, good thing i never
Well, good thing i never need to talk to em about land issues....
Cause my POV: every linden I've ever said hi to in chat said hi back politely. every linden ive talked to in IM has chatted back, about any issue at hand.
So my POV is support tickets don't work, but being friendly, and having Linden friends gives you instant response... and im a basic member and not paying LL a cent.