Obtaining Support from cPanel

[kwc5811]

I searched the term support but was unable to find a thread that laid this out clearly.

What do we need to do to obtain support for Enkompass through cPanel?
1. For those that are licensed, how do we obtain the free support indicated by cPanelEric listed here?:
http://forums.cpanel.net/f205/sad-he...tml#post980222

2. For those that are unlicensed and would like to pay for support on their free license the recommendation I believe is to go to http://www.cpanel.net/store but there is not currently an Enkompass support item. Should the "Phone Support Incidents" product be chosen?

Can the mods please make this or a similar thread sticky so our new friends just joining us can maximize their software?

[isihelpdesk]

I am pretty sure that there is no FREE support for Enkompass, besides using this forum and hoping that you get an answer. I have had to open a couple tickets so far, but in the light of the fact that I am saving a ton in licensing, I am ok with spending a few hundred dollars opening some tickets. They are very good and responsive.....and patient with newbies like us

[cPanelSalinas]

You need to log in to the store to submit a support ticket. You will not be able to choose the option "Continue without an account."

If the issue turns out to be an Enkompass bug, your money will be refunded. However, our development team will have to confirm that it's a bug, and the refund will need to be approved by our support manager.

[kwc5811]

Thanks for the reply. I hope we have not circumvented the system but we created our account at http://tickets.cpanel.net and submitted the support request from there.

We went to the store and chose "Enter the store for the first time" but then were unsure which purchase to make to create the account. We entered the IP of our Enkompass installation in the license box for $0.00 but were too afraid to checkout thinking it would somehow change our license key and invalidate our installation accidentally. Is this the preferred method, to purchase an Enkompass license for $0.00 through the store to create an account?

[cPanelSalinas]

I recommend emailing Customer Service at cs@cpanel.net.

[kwc5811]

Thanks Salinas, I have emailed them to make sure everything proceeds smoothly.