Originally Posted by: Paul

Which case number is that (you have received that info in the automatic reply mail)?

It's Case 294466. Thank you.

How long does it usually take for VSL's support staff to reply to new support requests?

I wrote to on February 26 -- two weeks ago today -- describing a recurring program crash and attaching a crash dump. I received an automated response with a ticket number immediately. One week ago, on March 5, I followed up with a reminder email saying I was eager to provide whatever additional information might be needed about my hardware and software.

I have heard nothing since the automated response email on February 26. If this is normal, so be it. I'd rather have the problem solved promptly, of course, but I can wait if necessary. On the other hand, I think it would be good customer service to let customers know when they should expect a reply -- especially when there is a backlog and it's going to take time.

For users who have three or more servers and actually use three or more licenses, I completely understand the objection to the upgrade pricing structure. But how many users have three licenses only because that was the only way the could buy them, and actually need one or two for one or two servers. I don't think folks in the second category should complain as loudly as folks in the first category.

I have no idea how many existing users are in each category.

I understand the unwillingness to announce a date on which VEPro 7 will be available. But I think a statement that the pre-order pricing will be available for N days after the product is introduced (or N days after a full list of new features and improvements is announced) would help restore VSL's credibility, which I think has suffered some damage here.

The description of the the Vienna Protection Plan says in part:

"Insert the ViennaKey with the VSL licenses you want to protect. Activate your protection in the eLicenser Control Center by entering your Activation Code and start the usage period. The VSL licenses on this ViennaKey are now protected."

Taking this literally, it means that any new licenses I buy during the two years the plan is in effect are not covered. Is that the way I should read it? If so, how do I cover my new purchases?

I apologize in advance if this quesation has already been asked and answered.

EDIT: this question is answered in the FAQ

https://www.vsl.co.at/en/Product_Overview/Vienna_Protection_Plan#!Frequently_asked

which I didn't find until after posting here. I do think the wording quoted above is confusing.