From time to time users complain because they asked the support for help with relatively simple issues, but got the text block response about showing a support ticket or asking on the forum. So for clarification, here's the support policy:

- Bug reports always get support - except when it seems obvious that the bug is in your script or sitting in front of your monitor. Then they'll give you the text block or a RTFM.

- With Zorro issues that require knowledge not covered by the manual and also nowhere else, you normally also get help from Support, even with no support ticket.

- In all other cases, you'll need Zorro S or a support ticket for getting help. Otherwise, Support is explicitely forbidden to help even in simple cases. I issued this rule, so in case of doubt, bear with me.

Hi jcl. I believe your policy above is quite reasonable; and the 2nd point on the generous side.

However, please be aware that the manual's FAQ page includes this:

Q. My script does not still work. Here is it - please fix it!
A. Zorro Support will gladly answer questions, help with technical issues, and suggest solutions. But we can not write scripts or fix bugs - in fact we're not permitted to write even a single line of code in your script. If you need help writing or fixing your script, please contact oP group and ask them for a quote. They'll code for you - it's their job.

(emphasis added)

This should probably be adjusted to be consistent, and the above policy put on that same FAQ page, possibly with additional text about going to the Forum first, especially if one is a newbie.

Regards.

The Q was from a user with a valid ticket, but we'll make that more clear in the manual. By the way, all FAQ were real questions by real users.