support-request-faq

From Bitmunk

Contents

General

Where do I request support?

If you have problems or questions we are here to help. There are two primary ways to contact us: support tickets and email.

Support Ticket
If you have an account you can create support tickets from the tickets page after you log in.
Email
If you prefer email or don't have an account then contact us at support@bitmunk.com.

Comments and Suggestions

We would love to hear what you think about Bitmunk. Send your comments, suggestions, praise, and flames to support@bitmunk.com.

What information do you need?

Providing the Bitmunk support staff with appropriate information will help to resolve your issues much quicker. The following is a guide to information that we find helpful. Give us details that you think are appropriate. If you don't know what to send, don't worry about it, we'll ask if it's important. Thanks!

General
  • Description of the question, comment, or problem.
  • Any details you think might be useful.
Account Information
  • Your account ID (if you have one).
System Information
  • Operating System and version (Windows, Mac OS, Linux, etc).
  • Web browser and version (Firefox, Internet Explorer, Safari, Chrome, etc).
  • Version of the application (if known).
Website or Application Problems
  • What were you doing when you experienced the problem?
Downloading Problems
  • Do you get partial downloads? Did the download appear to start?
  • Are you downloading using a special download program or plugin or the browser?
ZIP File Problems
Downloaded Files Problems
  • What is wrong with the file? (garbled audio, skipping noise like a bad CD, empty files, etc)
  • The name, artist, track, etc.
  • The bitmunk.com page address, media ID, and/or contract ID.
Bitmunk Personal Edition Problems
  • Please tell us which web browser and version you are using.
  • What version of Flash are you using? (Check here.)
  • What version of the plugin are you using? (Check "Tools" > "Add-ons" > "Extensions" > "Bitmunk".)
  • Are you using Flash blockers?
  • Which page URL address has an issue?
Content Issues (removals/updates)
  • Ideally, send us the URL of the page(s) in question.
  • At a minimum please include the specific artist, title, copyright owner, or other identifying information. We have a large amount of content and it can sometimes be difficult to determine which content a request pertains to.
Other
  • Anything else that you think might help.

If you have a technical background see below for more information.

Technical

If you know and love (or hate!) HTML, XML, RDF, AJAX, XHR, HTTP, HTTPS, TLS, JSON, REST, JavaScript, ActionScript, C++, Python, Firebug, web APIs, Apache, Debian, Linux, and similar then keep reading.

If you have a question, comment, suggestion, request, or problem and don't mind a response with technical details, terms, and requests please let us know. We are happy to talk shop. Depending on the problem we might also be able to solve problems much faster with a few minutes of debugging assistance from you.

If you want jump in and try to figure out problems please take a look at our debugging information. If you do find and solve problems yourself and have suggestions for improvements so others can avoid the same issues, please let us know! Thanks!

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This page was last modified on 4 August 2009, at 18:09. This page has been accessed 172 times.