Posts Tagged ‘support’

Ask Ubuntu

Wednesday, November 17th, 2010

The Ubuntu One team has been working hard to improve support of late. We initially focused on our status page, FAQs, and contacting Ubuntu One support directly. All of those areas have gone through several iterations and are continuing to evolve. One part of the support equation we’ve been missing is a definitive place to get help from other Ubuntu One users. Ask Ubuntu is the place to go for this type of community support.

Ask Ubuntu logoTo steal a line from the FAQ, Ask Ubuntu is a Q&A site designed to make it easy for users to get answers to Ubuntu-related questions. It’s easy to get started asking and answering questions. You can use an OpenID login like a Launchpad or Google account, or other options like Facebook, etc. to login to the site. For Ubuntu One related questions, use the ubuntu-one tag. Once you receive an answer you’re satisfied with, mark it as the accepted answer by clicking on the check box outline to the left of the answer.

Beyond asking and answering questions, you can also vote (up or down) questions and answers others have provided. Votes go towards a person’s reputation on the site. For example, if you answer a question and someone votes your answer up, you’ll gain +10. If someone votes up your question, you’ll gain +5. That’s right, good questions go towards building your reputation. For more info on reputation and Ask Ubuntu in general, check out the Ask Ubuntu FAQ.

Some Ubuntu One questions can’t be answered on Ask Ubuntu. These include questions specific to your account (billing, login, etc.) or those that require details about specific content not syncing properly. For example, my file “~/Pictures/Joshua on mongoose hunt.jpg” won’t sync. Questions like these require private information to be exchanged and should be asked via the Ubuntu One contact form.

In general, when looking for Ubuntu One support, you’ll want to consider the following options, in this order:

  1. Status page – There may be a service disruption causing the problem you’re having.
  2. FAQs – We continue to build and groom a list of frequently asked questions that may provide the answer to the question you have.
  3. Ask Ubuntu – If your question is not account related and doesn’t appear to need specifics on your content (file names, contacts, etc.), ask the community for help.
  4. Contact form – If your question is account related or you have specific issues with your content (particular files or contacts not syncing, etc) then contact us directly for support.

We’re excited about Ask Ubuntu. It only takes a minute or so to sign up and start using the site, so please do! See you there.

Ubuntu One support options

Friday, October 9th, 2009

Now that we’re getting close to the 9.10 release, we thought it would be a good idea to review the technical and account support options that are available to all Ubuntu One subscribers. These options were selected because they fit closely with how software is often developed for Ubuntu, and, since the Ubuntu One development team uses these tools every day, it should provide a high degree of transparency to all subscribers as we receive suggestions, fix problems, and develop new features.

Launchpad
Launchpad is our primary tool to log bugs, diagnose issues, and track development. Anyone with a Launchpad login (available to everyone) can post bugs which the team reads daily and promptly addresses.

Since Launchpad is very transparent, anyone can read the bugs and help out with resolving issues. We encourage this type of community involvement that is a core aspect of Ubuntu. Launchpad users can also subscribe to bugs so they will be notified at each stage of the resolution.

Answers
Launchpad Answers
is a tool that enables subscribers to post more general questions about the Ubuntu One project. Team members answer these questions, but this is also an area where the Ubuntu community often steps in to provide assistance.

Ubuntu Forums
Ubuntu Forums
is similar to Launchpad Answers where subscribers can post questions about Ubuntu One features. Forums has a very active community of Ubuntu users that are frequently willing to help with issues and participate in lively discussion.

IRC
IRC (Internet Relay Chat) is a wonderful chat tool that Ubuntu One subscribers (or anyone) can use to communicate directly with the Ubuntu One development team. Interested individuals can find us in the #ubuntuone channel on freenode. The team is mostly based in England and the Americas, so you’re likely to reach us during normal business hours for these regions.

Account Support Form
Sometimes subscribers have questions about important account topics like credit card payments. Subscribers can go to their Account page to find the Account Assistance form to submit these types of questions directly to the team.

We hope these support resources meet the needs of all Ubuntu One subscribers and would like to hear your opinion. Anyone is welcome to join us in IRC and give us their thoughts.