The New Members Blog Series is a collection of blogs for new members to help them better understand the element14 roadtest program.
Yes. We have various ways to help a roadtester when it's needed.
I would not want roadtesters to feel they are completely on their own. I understand that many roadtesters like the challenge of trying to figure something out on their own. But sometimes you just need help. Since we work with lots of new products, some of them may not have the libraries or tutorials created that a mature product would have. So, tech assistance is part of the roadtest program.
There are four ways to get help when on a roadtest. The following is the order you should take in getting help for the problem.
- Leave a comment on the roadtest landing page. Explain the problem and what you have done thus far. Many of our members monitor the comments on the roadtest page. It is our de facto support page for a particular roadtest product. If anyone can help you, you should get a response the same day. This approach solves a lot of problems, but not all of them.
- Create a discussion in the Roadtest page's Forum. This is where you can ask a question and be much more detailed in what you are experiencing and having problems with. The forum is monitored by our members
If the above do not help you, then use the following ways:
- Create a support ticket with the supplier. Sometimes they ask for your customer ID number, which you would not have because the product I sent you was "purchased" internally through a marketing samples budget. If the supplier's tech support person asks for an ID number or a purchase order (PO) number, then tell them you will get back to them. And contact me directly.
- Email me directly or leave me a message via the element14 messaging system. I have contacts with the supplier. Tell me what your problem is, and I will go to my contacts and we will get you help.
Roadtest Program Manager