Support

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

1. Consult the user guide that came with the product in notecard form.
   
   
2. Or read the online version of the documentation, a slightly more use friendly format.
   
   
3. Try searching the new Knowledge Base, whose growing collection of articles may answer your question.
   
   
4. 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. Both are in Second Life daily, so 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 send a notecard, which also allows more scope to clearly explain your problem or question). They usually try and respond with 24-48 hours.
   
   
5. Join 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.
   
   
6. If your problem is with one of our web-enabled products, you can now file a Support Ticket. Click on the ‘Support Tickets’ icon on the main user area home page, at the bottom of the screen under “Tools”. We aim to respond to support tickets within 24-48 hours.