FAQ: Does DT answer every forum post? An explanation of DT technical support
Weíve been asked what the difference is between our Helpdesk and our Forums, as well as how to get technical support. To be transparent, hereís how it all works regarding getting support:
Helpdesk What support can I expect within the Helpdesk?
If you encounter an issue regarding your Digital-Tutors account, itís best to go through our Support section.
We provide an extensive knowledgebase of FAQs that may answer your question immediately. This is located in the footer by clicking on "Support" or by following this link: http://www.digitaltutors.com/11/help.php
If the FAQ doesn't answer your question, you are welcome to submit a ticket. Our customer service team will assist you if you have trouble logging in, the videos not playing, payment questions, renewal information, etc.
What support will I not receive within the Helpdesk?
Basically anything that doesn't relate to your account or to video playback questions. The Helpdesk is not the place to ask a technical question regarding the training.
If you do submit a Helpdesk ticket with a technical question you will be forwarded to the Forums.
What support can I expect within the Forums?
By posting a question in the Forums you may receive an answer from other artists in the community, the Forum moderators or even DT instructors.
Itís important to note that DT staff and moderators dedicate their time on a completely voluntary basis within the Forums.
The Forums are primarily community-driven. So if someone is kind enough to answer your question, pay it forward and answer someone else's question.
What support will I not receive within the Forums?
We do not support personal projects. The term "personal projects" means something different to everyone. To clarify here is our definition:
Anything that does not follow along exactly step-by-step with our tutorials. This includes using techniques from our tutorials on your own project.
There are just far too many unknown variables involved to be able to know every step that you took on your personal project to fully support it. Example: we offer tutorials that cover techniques for modeling 3D objects but it is far outside the scope of our services to give full technical support to every 3D modeling project out there.
Remember that the DT instructors, moderators and community members are replying voluntarily.
If you do need assistance with an issue that you're having while working on a personal project, the software developers generally offer exactly that type of support. Here is how you can get in touch with some of these software developers. Many of these developers offer support for any type of project that you may be working on:
This post has been copied to all of the forums to ensure it is seen. This thread is closed for posting so that all questions about this can be answered in a single place. If anything isn't clear to you, please post your question here: http://www.digitaltutors.com/forum/showthread.php?31590