Support

If you find yourself stuck or having difficulty with a product, try these steps ...

1. Start with the user guide for the product. You can read this inworld, in notecard form, or visit our online resources page, which has instructions for all of our products.
   
   
2. Try searching the Knowledge Base, whose growing collection of articles may answer your question.
   
   
3. If you require more personalised help, support tickets are the primary way to ask a question. Click on the ‘Support Tickets’ icon on the main user area home page, at the bottom of the screen under “Tools”. Access to the support ticket system is free for 30 days after the purchase of any product costing L$500 or more; after this period, we make a small charge of L$50 per 30 days for access to our support service. To subscribe to support, visit the Hippo Technologies Store inworld, head upstairs to Customer Services and click the Hippo Support System Subscription Updater terminal you’ll find on the desk — and then follow the instructions.
   
   
   
   
4. You can also drop one of our Support Staff, Raven Schwade or Samos Brissot, an IM within Second Life and they will get back to you as soon as they can to try to help. If they’re offline just leave a message (explaining your problem, not merely saying “Hello” or “Help!”) Remember that Second Life can occasionally lose IMs sent to people who are offline, so it may be advisable to also send a notecard, which also allows more scope to clearly explain your problem or question). Whilst Samos and Raven will do their best to help any customer, priority will be given to those who bought a product in the last 30 days or who are subscribed to our support service (see point 3 above).
   
   
5. Consider joining the Hippo Technologies Users Group in Second Life (it’s closed membership, to avoid spammers, so just drop one of us an IM and ask for a group invite) It’s a friendly and helpful bunch of users.