Just an update to let clients know we're still working our way through VedaCMS upgrades on the California server (the one that two dozen websites were hacked on last week). The process is going to take awhile, as there are close to 200 active accounts and some websites take up to two hours to upgrade depending on how outdated their version of VedaCMS is.
In addition to the upgrades, I switched to this new help desk system last night. It's a change I've been slowly working on for the last two months & was originally going to hold off activating until my return from holiday break in January. However, I decided to launch early so I could publish the new KB article links at the same time as the mass upgrades.
To open a support ticket, you can still send an email to firstname.lastname@example.org, but you can also now use email@example.com. There is also an online ticket form, which has been linked from my support page.
When submitting a ticket, you'll receive an autoresponse that provides a link where the ticket can be viewed online. Using that link requires creating a support account, which I recommend that all clients do. It's not mandatory, but it gives us the option of more secure communication exchanges in the future.
The new Knowledge Base URL is http://help.vedasupport.com . I'll have the old URL automatically redirect to the new one once upgrades are finished.
Also, as mentioned in the 11/20 announcement, please expect much slower turnarounds on non-critical support or change requests for the next couple of weeks. We will absolutely still try to respond to easier/basic tickets quickly, but requests that require more time (and are non-critical) will have to take a lower priority until the upgrades are finished.
Thank you, again, to everyone for your patience & understanding.