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How can we improve ABP support (2) ? 🆘 #5161

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alper created
Support Team Director

We want to collect some feedback from you to improve ABP support. In this context;

❓What are your problems with ABP Support? 💡Please suggest your ideas on how we can improve them.

This topic is the ongoing topic of #4479

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    info@samacrm.com created

    One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.

    I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.

    I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.

    I agree 100% with this comment/request. My dev recently submitted a ticket and we followed up three times before finally receiving any acknowledgement that the ticket had even been read after 12 days. In general, ABP.io is marketed as an enterprise grade solution, and as such, commercial license holders should be provided with enterprise grade support. Project delays can be extremely costly, and the only thing worse than bad information, is no information at all. We received a response, however it did not address the issue fully, so we are continuing to struggle to get the project back on track. My suggestion is to recieve a real acknowledgement (not automated) within 24 hours of being submitted from the assigned support specialist. A full response should be furnished within 48-72 hours (or 2-3 business days).

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    improwise created

    One thing I would like personally is a notice that the ticket investigation has started, or even has been seen, on a post.

    I've seen one ticket today that's over 9 days old without even initial feedback on it, just a chaser by the OP.

    I've logged a P1 ticket for us today as we can't do any work with the feed out, but no idea if it's even been seen by the support team.

    I agree 100% with this comment/request. My dev recently submitted a ticket and we followed up three times before finally receiving any acknowledgement that the ticket had even been read after 12 days. In general, ABP.io is marketed as an enterprise grade solution, and as such, commercial license holders should be provided with enterprise grade support. Project delays can be extremely costly, and the only thing worse than bad information, is no information at all. We received a response, however it did not address the issue fully, so we are continuing to struggle to get the project back on track. My suggestion is to recieve a real acknowledgement (not automated) within 24 hours of being submitted from the assigned support specialist. A full response should be furnished within 48-72 hours (or 2-3 business days).

    I agree with this and also have a general feeling that the ABP Team just need to be more active in here. While I fully understand that users of the free open source version of ABP can't really make any demands, the ABP Commercial product is as you say marketed as an enterprise product and also comes with a quite substantial price (everything is relative of course) which at least to me means that our expectations also increase. I kind of feels that we are somewhere in between an actual enterprise product and a boilerplate one where you get a great start and lots of nice features, but then you are on you own.

    I would also like to see a "support guide" that helps us understand what to put where in terms of questions, bugs, problems etc, as I find it confusing to separate this forum, different threads at this forum from each other, email support, GitHub issues etc. It is also a bit confusing sometimes to know what is "commercial" and what isn't when you run into issues. It also becomes more a bit more challenging when using something like ABP Suite to generate a solution, which would mean that what we get isn't exactly the same as someone using the free version would get, and this makes me unsure what I should report as GitHub Issues and what to report in here. Maybe there is such a support guide somewhere but I have not been able to find it and I just did another search just now to see if I could find one.

    This is of course not too uncommon when going from an "open source" situation to one where you offer a commercial version as well, and I fully understand that there are a lot of challenges involved with this and I don't doubt that everyone at ABP (Volosoft) is working hard and doing what they can. At the same time, you are asking for our feedback so we should give it as it is.

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    joe@tronactive.com created

    The biggest thing I would like to see is if a solution was found, even if the submitter figured it out independently. The solution should be added before it is closed. That would help all of us trying to search for an issue that has already been solved by someone. I often find a support ticket for the exact issue I am having, but there are no comments about how it was fixed because either one person solved it and did not reply about how they fixed it or some other similar situation.

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  • User Avatar
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    improwise created

    Is anyone from ABP actually following this thread?

  • User Avatar
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    alper created
    Support Team Director

    You can report all your ABP-related issues on this platform. Other platforms are for open-source users. We read all these posts and take necessary actions.

    PS: You can still use the following platforms to find a community-supported solution.

    • https://github.com/abpframework/abp
    • https://stackoverflow.com/questions/tagged/abp-framework
    • https://discord.gg/abp
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  • User Avatar
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    improwise created

    You can report all your ABP-related issues on this platform.
    Other platforms are for open-source users. We read all these posts and take necessary actions.

    PS: You can still use the following platforms to find a community-supported solution.

    • https://github.com/abpframework/abp
    • https://stackoverflow.com/questions/tagged/abp-framework
    • https://discord.gg/abp

    Thanks! Glad to hear. After all, we are in this together :)

    I don't think that we are the only customers that would want a little more feedback in the commercial support forums. Does not really have to be all that much but just to know that someone from ABP is actually reading what we write and also if it leads to some kind of action and if so, what it is. Basically what GitHub Issues/Discussion offers. I also think that this would encourage ABP Commercial Customers to actually give feedback when you know that someone at ABP is really reading and using it. Which would be good for everyone I think. I know from my own experience/mistakes how easy it is to assume that everyone knows as much as you do yourself just because you happen to be in the loop yourself.

    Have you ever considered actually setting up a GitHub alternative to these support forums? I would imagine that most of the ABP team is using GitHub all day long as well so it would be easier to have everything in one place. Or perhaps simply just allow commercial issues in the normal GitHub issues, as those seem to thrive with activity, even though I can understand there being some cons to that as well since the codebase there does not include the commercial features.

    Thanks.

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    roberto.fiocchi created

    You can report all your ABP-related issues on this platform.
    Other platforms are for open-source users. We read all these posts and take necessary actions.

    PS: You can still use the following platforms to find a community-supported solution.

    • https://github.com/abpframework/abp
    • https://stackoverflow.com/questions/tagged/abp-framework
    • https://discord.gg/abp

    Hi @alper, When you say, “We read all these posts and take necessary actions.” does this mean if my previous posts were read, and no action was taken, they were rejected or what?

    Thanks

  • User Avatar
    0
    improwise created

    You can report all your ABP-related issues on this platform.
    Other platforms are for open-source users.
    We read all these posts and take necessary actions.

    PS: You can still use the following platforms to find a community-supported solution.

    • https://github.com/abpframework/abp
    • https://stackoverflow.com/questions/tagged/abp-framework
    • https://discord.gg/abp

    Hi @alper, When you say, “We read all these posts and take necessary actions.” does this mean if my previous posts were read, and no action was taken, they were rejected or what?

    Thanks

    The fact that your question still remains unanswered is a bit worrying.

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    roberto.fiocchi created

    Please update the contents of the page RoadMap https://docs.abp.io/en/commercial/latest/road-map#backlog-items

    This page should also be updated https://docs.abp.io/en/commercial/latest/aspnet-zero-vs-abp-commercial

    So, we can understand what the next releases will be.

    Example, when will this feature be implemented?

    Thanks

  • User Avatar
    0
    improwise created

    Please update the contents of the page RoadMap https://docs.abp.io/en/commercial/latest/road-map#backlog-items

    This page should also be updated https://docs.abp.io/en/commercial/latest/aspnet-zero-vs-abp-commercial

    So, we can understand what the next releases will be.

    Example, when will this feature be implemented?

    Thanks

    2 months later, the Road map page is still severely outdated, claiming that 8.2 will be released in June

    https://abp.io/docs/latest/release-info/road-map

  • User Avatar
    1
    alper created
    Support Team Director

    Please update the contents of the page RoadMap
    https://docs.abp.io/en/commercial/latest/road-map#backlog-items

    This page should also be updated
    https://docs.abp.io/en/commercial/latest/aspnet-zero-vs-abp-commercial

    So, we can understand what the next releases will be.

    Example, when will this feature be implemented?

    Thanks

    2 months later, the Road map page is still severely outdated, claiming that 8.2 will be released in June

    https://abp.io/docs/latest/release-info/road-map

    the road map is already updated

    1
  • User Avatar
    0
    roberto.fiocchi created

    Please update the contents of the page RoadMap
    https://docs.abp.io/en/commercial/latest/road-map#backlog-items

    This page should also be updated
    https://docs.abp.io/en/commercial/latest/aspnet-zero-vs-abp-commercial

    So, we can understand what the next releases will be.

    Example, when will this feature be implemented?

    Thanks

    2 months later, the Road map page is still severely outdated, claiming that 8.2 will be released in June

    https://abp.io/docs/latest/release-info/road-map

    the road map is already updated

    Thanks for updating the page yesterday.

    I wanted to know if there are any updates on the implementation of Real time notifications.

    Thanks

  • User Avatar
    0
    improwise created

    Please update the contents of the page RoadMap
    https://docs.abp.io/en/commercial/latest/road-map#backlog-items

    This page should also be updated
    https://docs.abp.io/en/commercial/latest/aspnet-zero-vs-abp-commercial

    So, we can understand what the next releases will be.

    Example, when will this feature be implemented?

    Thanks

    2 months later, the Road map page is still severely outdated, claiming that 8.2 will be released in June

    https://abp.io/docs/latest/release-info/road-map

    the road map is already updated

    It wasn't when I posted my comment but seems to be now, thanks.

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