Genii Weblog
Announcing expanded support through The Turtle Partnership
Tue 7 Nov 2006, 02:33 PM
Tweetby Ben Langhinrichs
Back in June, I announced that we had agreed with The Turtle Partnership to provide primary support for CoexLinks due to its phenomonal success, thus providing a deeper resource for all customers and easier access for our numerous customers in Europe and Asia. I am glad to report that the arrangement has been an unqualified success, and that we are therefore expanding the relationship to have the Turtles, as we like to refer to them, provide primary support for CoexEdit and our Midas Rich Text products, and generally handle "customer facing" support activities for us. Genii Software will continue to be in charge of marketing and sales, as well as secondary support and research and development. Over the next few months, we will be shifting various activities to the Turtles, but this move should be seen as an extension of our current support, not an alteration. We will still be here, but better able to focus on new development and enhancements to our existing products.
E-mail support will be provided twenty four hours a day, and is recommended, as it allows both support groups to access the information provided and respond in a timely manner. E-mail should be directed to the support address for each product group:
E-mail support for CoexEdit:
E-mail support for CoexLinks:
E-mail support for Midas Rich Text LSX, Midas Rich Text C++ API and @Midas Formulas:
If you have difficulty getting a response in a reasonable time, you may contact our old support line at , but please start with the addresses above.
Phone support will be available from 8am to 6pm GMT, or in the United States from 8am to 3pm EDT. The numbers to use are:
From the United States, Canada, Mexico, and South America: +1 (216) 920-4378
From Europe, Asia, Africa and Australia: +44 (0) 208 099 8324
In an emergency after hours, or if you are unable to reach anybody at the numbers above, please contact us on our sales number at +1 (216) 991-5220, and we will work with you directly.
Copyright © 2006 Genii Software Ltd.
What has been said:
516.1. Greg Eldred (11/07/2006 07:59 PM)
Stupid question of the day: Your customers don't care that the support domains aren't geniisoft.com? I was just thinking of transparency.
516.2. Ben Langhinrichs (11/10/2006 05:36 AM)
Greg - It has never really bothered our CoexLinks customers, or at least they have never complained, but it is an excellent point. As you will see above, we added a GeniiSupport.com domain and are sending mail there instead (which is a lot simpler and more clear than trying to get the Turtles to use GeniiSoft addresses). Thanks for the heads up.