Does Loomio provide any reliable support?
GasparI
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Hi Loomio Team,
I'm trying to contact you for 7-8 days now with no success.
My observations:
- I didn't get a reply to email sent to contact at loomio org for 8 days
- James and Rob doesn't reply for 8 and 4 days respectively for email
- Nor in the Forum: https://www.loomio.org/d/QNtjx4C7/comment/1038037/
- After reaching out to the 5th core member on LinkedIn, I got the first answer.
- There is no ticketing system attached to your main support email
- It seems you have no defined SLA
- You have no phone or Skype to call on the contact page
This quick "vendor assessment" shows me a CMMI level 1. This is okay if Loomio is a hobby project. Is it?
Please make no mistake, I really like Loomio.
But there is
1. no proper development documentation,
2. no complete tutorial how to start with development and
3. now no replies - I'm really puzzled why.
In my Master's thesis that I need to submit by this Friday I will document my findings - please help me clarify if Enspiral / Loomio team has the vision to build a mature and reliable organisation around Loomio. This would be a prerequisite for growing adoption - and even getting paid development projects.
And even students like me could help the community - but only if you provide some basic information to start with.
James Kiesel Wed 8 Jun 2016 8:19PM
I'm also in contact with Gaspar, and will handle the technical side of these requests.
We got this! :rabbit:
GasparI Wed 8 Jun 2016 8:37PM
Thank you and once again thank you!
I hope this experience help all of us moving Loomio forward :)
GasparI Thu 9 Jun 2016 11:22AM
I'd have one more question - *Plus package * mentions Premium support - could you please elaborate what does that mean, i.e. what's the difference compared to a Standard package?
https://www.loomio.org/pricing
Matthew Bartlett Thu 9 Jun 2016 7:50PM
Hi Gasparl
It means you can get on a call to talk things through with us from time to time. This can often be useful at the start of a project, to for instance, get advice on structuring a group to work well for your organisation.
Hope that helps!
Matthew
Louis Parisot Wed 15 Jun 2016 10:10AM
As I noted in another thread (in group "Installing Loomio") the Loomio projects are on GitHub which provides a ticketing system. However, it looks like the issues are usually discussed on Loomio instead of GitHub. This is probably better for the discussions but not so nice to track bug fixes.
I also experienced slow responses but, as I'm not a paying user, I can't expect any SLA of course.
david rayner Sat 16 Jul 2016 11:51AM
slow response....maybe they had something else important going on in their lives.
Like someone driving a truck through the office. :worried:
Dan Meek Thu 1 Mar 2018 1:28PM
Help!! I accidentally deactivated a whole group! I thought I was deactivating just a subgroup. Please reactivate the group Oregon Progressive Party.
James Kiesel Thu 1 Mar 2018 8:59PM
I've replied to ya through the contact form Dan, let me know if you're still having trouble :)
Natalia Lombardo · Wed 8 Jun 2016 8:12PM
Hi Gaspar, I'm sorry it took us a while to reply! I understand that you've been in contact with Michael this morning. Hope your questions where answered by him and that we can help you out.