Answer

• Make sure you have set a public name in your TypeKey profile. We like to greet our users by name!

• Automated notifications of our responses are sent to the email address associated with your account. If you are using any spam-filtering or blocking, or a verification service which requires human interaction to permit you to receive email to your email address, please remember to add support@movabletype.org to your trusted senders so that you will receive these notifications.

  If you wish to use a different email address for these notifications instead, please see Changing Account Information.

• Do not reply to the automated notifications generated by a staff response; instead, log in to your account and post your reply to the ticket, so that we will be notified of your answer.

• Please remember to review the existing articles in the Knowledge Base to see if your question is answered there before opening a new ticket.

• Please remember to review the article on Basic Support to ensure your question falls within the scope of our service.

• Please limit each ticket to a single issue. Open a new ticket for new problems or questions.

• Please open only one ticket for the same issue. You can access active tickets by either clicking the link in the last automated notification response you received, or from your Open Tickets list.

  If a previous issue which has been resolved resurfaces, use the Closed Ticket History to post a new response to that ticket, rather than opening another ticket for this.

• Please do not link to a post you've already made in the Community Forum as your only description of the problem - explain the issue directly on the ticket instead. In order to maintain proper history on your account, it is important that the details of the issue be included on the ticket itself, because this is the only permanent record of the discussion. This also makes it easier for both you and support staff to review the information, because it's all in one place.

• Please do not paste entire templates or the content of any files (such as mt-config.cgi) to your ticket. For templates, provide a link to a .txt file (containing the template code) on your server instead.

  For other files, if we determine that we need to review these in order to assist you, we will provide instructions on how to submit these to us.

• Please choose a descriptive subject for your ticket; otherwise, our support staff may modify the subject to reflect more appropriate language.

• Support is currently not available on a 24/7 basis, although we are always working to increase our staff coverage. Because of this, our guaranteed initial response time is currently set within 48 hours. However, in almost all cases, it rarely takes that long and we are able to respond in far less time, depending on volume and staff availability.

  Subsequent response time for an open ticket will vary for the same reasons, as well as being dependent on the complexity of the issue we are assisting you with resolving.

  Response time during certain high-volume tickets periods (such as following a new release) may take longer than normal due to the increased demand. Your patience during those times is greatly appreciated.

• If your question or issue concerns an aspect of using Movable Type that goes beyond the Basic Support provided through the ticket system, we may refer you to resources such as our community-based support forum or Developers Network.