If you don't at least scan and understand this...I won't get your support mail, so please read it. This policy is absolutely neccessary to handle the volume of questions I get, so without it there is no support!
This page explains what support I offer, and also explains the filters that are set up on my email inbox and how to send me messages so that you make sure I get them. If you don't read this your email or ActiveDen form contact will most likely not reach me.
This page is not intended to be vindictive or mean, it is simply because I get enormous amounts of support requests and simply can not handle them all. In order for me to provide any level of support to the people who genuinely need it and are not abusing it I have no choice but to implement these policies (and be very clear about them, which will probably sound kinda blunt, no offense is intended), otherwise the only other option is no support. No amount of support is gauranteed in any way, but these policies are what I will do my best to hold to.
All support emails go to support@madbunny.us. This ends up a very public email address and will end up overloaded with spam if I don't do something to stop that. Form submissions from the ActiveDen site get sent to my email with a subject line that starts with "[ActiveDen] Message Sent to Your...". If the text "[ActiveDen]" does not appear in the subject line of a message (ie: it's not from the AD form or a reply in a conversation that started from the AD form) the message is automatically deleted, I never see it. If you're sending from the form, no problem. If you're contacting directly or replying to my response, make sure you have [ActiveDen] (including the square brackets) somewhere in your subject line!
My email inbox also checks every message for 1 of 3 bits of text: [QUESTION], [WORK_REQUEST] or [BUG_SUBMIT] (including the square brackets). If your message (including messages sent from the AD form!) does not include one of those bits of text somewhere then I will never get it. The easiest way is to just paste that text at the top of your message, go down a line or two and continue typing...those bits of text have to be in the message in order to avoid getting filtered and allow me to identify your request (and identify that you read my support policy, and therefore are capable of abiding by it).
The reason for this filter is to filter out the grand majority of emails that I get which is sadly from people who never read the help files before sending an email or sometimes never even read the product's description before they bought it, and are either demanding features that were never advertised or are asking questions that are answered verbatim in the help files. This grand majority of mail that I receive cuts time away from me being able to help people that really need valid support.
There are a few general "types" of support emails I get. I can only respond to a few of them. Please read these below and find out if you should send me your request and whether to use [QUESTION], [WORK_REQUEST], or [BUG_SUBMIT].
1) Feature requests: If you genuinely have a good idea and are trying to be helpful, thank you and I'll take note of it, just send it with the text [QUESTION] so that I get it. If by "feature request" you are referring to you needing a custom feature for your client's project and want me to make it for you then I'm sorry but I don't work on your projects for free in any way. If you want to submit a paid request for a feature then keep reading, I'll cover that.
2) Question about using/editing a product: Please read the help files and the file F.A.Q. before contacting me about how to use a feature or setting. If your question is answered in help files then I will not answer, please use the resources I create for you. Also ask yourself if your question is about my file or flash in general. I cannot act as a general flash tutor and I need you to ask Google for questions that are about general flash (such as how to embed the swf, how to use FlashVars, or how to embed fonts). If you have an advertised feature for which there seems to be no documentation or insufficient documentation then send a message with the text [QUESTION] and I will add it to the documentation or F.A.Q. if appropriate, and alert you to where the new answer to the question can be found.
3) Modification and Customizing: Customization and adding of features is available at a rate of $60/hr. Send a message with the text [WORK_REQUEST] and detail what you want. I'll give an estimate of time involved. Once you accept the estimate and make payment via paypal I will perform the task.
4) Submitting Bugs: If you believe you have found a bug then send a message including the text [BUG_SUBMIT]. Keep in mind that if the bug you've found works in the preview and there are 100 other buyers that aren't experiencing the problem then it may not be a bug, but a mistake in your customizing. I'm available to analyze your customization and assist with it at the hourly rate shown above, in that case submit your question with the text [WORK_REQUEST] in the message.
Please don't abuse this system. And note that if you habitually abuse this system (such as knowingly sending your mistaken XML editing as a bug hoping I'll work on it for you for free) then a filter will be added to not receive mail from your email address. Please understand that the volume of support requests high selling authors get is astounding, I simply can't tolerate any abuse. If you abuse this system, my comments threads, treat me without respect, expect free work, etc. then I really have no choice but to filter you and use my time to help those that will respect my limitations and appreciate that I'm doing what I can to make sure all the information to work my products is available.
Thank you for reading. I'm really hoping that these new policies will allow my support workload to be managed enough that I can provide it! If you came here from ActiveDen, use your back button to return there.
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