What is the SLA for Chess.com?

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ThrillerFan

Does anybody see the SLA for chess.com?

I sent a support ticket way back at the beginning of September about tournament limits.  I have 1 tournament ongoing that has had 1 game left still ongoing for months.

On the membership comparison page, it says a basic member can play 3 tournaments, so I have been trying to get into a second tournament, but keeps on telling me I'm at the limit with 1, which I think may have been the limit like, 3 years ago.

I get a reply back on September 4th asking what the error message says.  I then sent pictures back to support early in the morning on September 4th.

I get a reply back saying that it was being forwarded to the technical team to see what's up with this, and why it's limiting me at 1 tournament instead of 3.  This happens later on the 4th of September.


CRICKETS!

CRICKETS!

CRICKETS!

 

I sent an email last night, September 12th, back to the person that I sent the copied images to.  Heard nothing back.

 

How long does it take to change a stupid variable from 1 to 3?

 

When and if you ever fix this, save yourself some trouble and don't even ask for feedback on a ticket.  YOU WILL GET BLASTED!  A simple task, changing the value of a simple variable from 1 to 3, and it's now over 10 days?????

Martin_Stahl

A basic member can play 3 Live tournaments a week but only 1 Daily/Correspondence. 

 

 https://support.chess.com/customer/en/portal/articles/1444843-how-do-membership-levels-free-vs-premium-affect-access-to-turn-based-tournaments-

 

However, I thought that if you didn't have any current game in a tourney that it would let you sign up for a new one.

 

As to an SLA? There may be an internal one used, but in general, SLAs are designed as contract between a provider and paying customers. Usually, for providers that offer a free service, support is best effort.

 

My understanding is that the site normally answers tickets within 2 business days. If a member hasn't seen a reply it might be due to emails getting caught in spam filters. It is also possible for issues to get lost in the shuffle.

Martin_Stahl

 Hmm, I missed the part where you mentioned the membership page. I guess the limits have changed for v3.

 

So, are you trying to join a new tourney in v2 or v3?