So, finally, Notion Ink seems to have gone live with a support system. That's a good thing, no complaints from my end. Now of course one needs to see how quickly they respond to the tickets and how well they manage it.
Here's the journey -- in Rohan's own words
03 March 2011
Dev team is maintaining a TRAC (moved out from wikidot now) for the current development process which will be opened for all to see, especially the wiki part
29 March 2011
In a couple of days, Notion Ink will go live with its forum and next, live chats with the moderators and support staff will start
28 May 2011
Last 6 weeks we were integrating all support pieces to an advanced online system, which you will soon see go live on support.notionink.com.
So finally, On Oct 1 2011, a basic support system fell in place - keep in mind that in 28 March they were already 6 weeks into it -- which means it took them about 5 and 1/2 months for a basic ticketing system. Now that kind of speed is....
In his blog he says a few things that make my head scratch - why would he spend 4 months studying customer support systems of big companies?! I mean 2 1/2 years after the company started does it require special customer research to figure out that you need to be closer to customer... it all sounds strange. Anyway, his dear supporters are all ecstatic, but see the complete lack of responses to his new posts - tells you that all interest has pretty much dried up.
But, it's finally there. And I will dutifully update the 'list of things done' now in fairness.
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