First of all, I apologize for the delay in updates over the past few weeks. Needless to say, this upgrade system has really taken over all of my time. But I'll leave that subject for another post.

And one quick note before I get into this post's main topic. I won't be answering support questions on this blog anymore, so for those of you that have been asking support questions on this blog, please read this post! It describes the proper channels for getting support now that we have a much better system in place.

Today I'd like to share with you a little bit of what we're doing here regarding eponym.com support.

To lay a foundation, our support policy is that we provide email support for upgraded blogs, which, more importantly to you, means that we do not provide support for free blogs. I hope you understand the obvious reason for this policy: since a large majority of our blogs are free, we would be unable to provide the resources needed to properly give support for all of our free blogs. In other words, the cost would be such that we wouldn't be able to provide free blogs anymore, thus eliminating the need (and the resources) to provide support for free blogs in the first place (pretty circular isn't it?). Well, bottom line, we don't want to stop providing free blogs.

With that being said, we've really been working on getting as much information as possible up on our Help Blog. We've got a User Manual and a Getting Started guide and are about to add an FAQ and a Tips & Tricks section. We're also planning on adding a user forum in the coming months so that you will be able to help each other (and I'm sure we'll drop by every now and then to help out as well).

There are a few other support issues that we run into from time to time that need to be addressed. That is why today we put up a Support Form. This form is for letting us know about technical issues that you are experiencing with our blog software, billing or account issues such as login problems or inquiries into suspended accounts, general feedback on our eponym.com system, and reporting abuse or Terms of Service violations. And for upgraded blogs, this is the form to use for any of your regular support questions.

We know how frustrating things can be when you can't get the answers that you are looking for, so we will continue to work on our help system to make it as comprehensive as possible.