Contact someone at Paid Support

bugeye

Joined: 2005-07-06
Posts: 63
Posted: Mon, 2008-05-26 06:35

I'd like to get through to someone at Paid Support. I've sent an email to

after 4 days but your system has labeled it as spam. How do we make contact?
 
ckdake
ckdake's picture

Joined: 2004-02-18
Posts: 2254
Posted: Wed, 2008-05-28 11:33

To use paid support, you probably should file a ticket at http://gallery.menalto.com/paidsupport instead of e-mailing us. If you have a question first, feel free to ask it here.

____
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bugeye

Joined: 2005-07-06
Posts: 63
Posted: Sat, 2008-05-31 00:13

I've already filed a ticket but no one got back to me in the 4 day period. So I replied as it says to

but any email I send to that address is regarded as spam and bounced back to me.
 
ckdake
ckdake's picture

Joined: 2004-02-18
Posts: 2254
Posted: Mon, 2008-06-02 13:17

I don't see any tickets open with your email address or name associated with them.

When you email that address, it is forwarded to a team of people so it's likely getting bounced by one of them, but the rest of the people on the support team are getting it. Without seeing the exact bounce mail, I can't tell you any more.

Note that sometimes it takes more than 4 days for someone to respond because our support team is pretty small and things can get backed up!

____
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bugeye

Joined: 2005-07-06
Posts: 63
Posted: Thu, 2008-06-12 06:55

I'd hope there's a ticket there. It's been longer than 4 days (about 2 weeks) since I requested for assistance. Here's the email I received when trying to reply and get in touch with the support team (email and name removed).

Quote:
This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

(ultimately generated from

)
SMTP error from remote mail server after RCPT TO:<ckdake@ckdake.com>:
host pudge.ithought.org [216.24.175.58]: 554 5.7.1 Service unavailable; Client host [www.gallery2.org] blocked using blackhole.securitysage.com

------ This is a copy of the message, including all the headers. ------

Return-path: <maedi.p@gmail.com>
Received: from yw-out-2324.google.com ([74.125.46.30])
by levity.menalto.com with esmtp (Exim 4.67)
(envelope-from <maedi.p@gmail.com>)
id 1K0Vup-0005Gv-Cc
for

; Sun, 25 May 2008 23:10:45 -0700
Received: by yw-out-2324.google.com with SMTP id 3so822717ywj.23
for <paid-support@gallery.menalto.com>; Sun, 25 May 2008 23:10:34 -0700 (PDT)
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed;
d=gmail.com; s=gamma;
h=domainkey-signature:received:received:message-id:date:from:to:subject:mime-version:content-type;
bh=nk7GKl1ndXrSHaCgmMYHmbQ5B/Le4Y0mvrWSsvwFxc0=;
b=b5j9nmnmKKvxBrTKE7N9M+QLFkVlFatsrU2HD4uC5HYnkM4IpPqkJOC0RwTukiEUEkSYImXIZ2OFIcH30smy4rNHRrvflNAJHJW0Rnm3XnSRMJ0EdFY6MNUgtJps64xnpjZUK4IMHbQS8vQ3d4mfPunLW9jZcLPtq68Yg5mpMYs=
DomainKey-Signature: a=rsa-sha1; c=nofws;
d=gmail.com; s=gamma;
h=message-id:date:from:to:subject:mime-version:content-type;
b=RlhrWmjINaulCZxWgkdrhqOrf0D1t0d54SuCinbYkKciUs6pj7Yxr/ZgiegZKwO6Bsg4WXp7nUVPJSZlWlvzQ7HYtqVAnQJ9JPHBZoFd+ZtVozWIM78gK/duL45mt9SP2E82HGjFAPiIB9Bv7Dx5xeMEdz7AulRk161mTwZ4lBU=
Received: by 10.150.57.4 with SMTP id f4mr1305561yba.70.1211782233571;
Sun, 25 May 2008 23:10:33 -0700 (PDT)
Received: by 10.150.96.5 with HTTP; Sun, 25 May 2008 23:10:33 -0700 (PDT)
Message-ID: <91ba8a090805252310u796e8211u99a36dadc749ebd5@mail.gmail.com>
Date: Mon, 26 May 2008 16:10:33 +1000
From: "Maedi Prichard" <maedi.p@gmail.com>
To:

Subject: Paid support for Sourdough Companion
MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary="----=_Part_4814_12691646.1211782233584"
X-Spam-Score: -2.6 (--)
X-Spam-Report: Spam detection software, running on the system "levity.menalto.com", has
identified this incoming email as possible spam. The original message
has been attached to this so you can view it (if it isn't spam) or label
similar future email. If you have any questions, see
the administrator of that system for details.
Content preview: Hi, I haven't yet received a response from a Gallery core
developer. Thanks Maedi Confirmation Code: 721870619 Name: Maedi Prichard
Email:

Requirement Code: fix_gallery Operating System: linux
Additional Details: http://gallery.menalto.com/node/77193 (note: there are
newer details) [...]
Content analysis details: (-2.6 points, 5.0 required)
pts rule name description
---- ---------------------- --------------------------------------------------
-0.0 SPF_PASS SPF: sender matches SPF record
-2.6 BAYES_00 BODY: Bayesian spam probability is 0 to 1%
[score: 0.0000]
0.0 HTML_MESSAGE BODY: HTML included in message
0.0 AWL AWL: From: address is in the auto white-list

------=_Part_4814_12691646.1211782233584
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit
Content-Disposition: inline
- Show quoted text -

Hi, I haven't yet received a response from a Gallery core developer.

Thanks
Maedi

Confirmation Code: 721870619
Name:
Email:
Requirement Code: fix_gallery
Operating System: linux
Additional Details: http://gallery.menalto.com/node/77193 (note: there are
newer details)

------=_Part_4814_12691646.1211782233584
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit
Content-Disposition: inline

<div>Hi, I haven&#39;t yet received a response from a Gallery core developer.</div>
<div>&nbsp;</div>
<div>Thanks</div>

Requirement Code: &nbsp; &nbsp;fix_gallery<br>
Operating System: &nbsp; &nbsp;linux<br>
Additional Details: &nbsp;<a href="http://gallery.menalto.com/node/77193" target="_blank">http://gallery.menalto.com/node/77193</a> (note: there are newer details)<br>

------=_Part_4814_12691646.1211782233584--
 
ckdake
ckdake's picture

Joined: 2004-02-18
Posts: 2254
Posted: Thu, 2008-06-12 10:13

That bounce is from my personal mailserver. A blacklist that I was using went bad but that problem was resolved within 6 hours. Your message got to everyone else.

Your ticket is still open because it does not meet the requirements for paid support and no developers have opted to pick it up yet! Every now and then, someone has time to do something outside of the scope of paid support (like try and resolve a funky 3rd party integration issue), but these types of tickets typically take longer to get a response. Someone will likely close it and e-mail you within 30 days or so if nobody picks up your issue.

Sorry for the delay, but the volume of requests we get is pretty high and there are only so many hours in the day.

____
http://ckdake.com/ - If you found my help useful, please consider donating to Gallery.