Asma Al-Moqbali

Fatma Al-Abri

OverviewPurposeQuestionsInstrumentsParticipantsResultsAdvantages of TechnologyLimitations of TechnologyReferences

Vbulletin Company:Sells software that is a platform for forumsLocated in the UK, but has a website for sales

and support

This evaluation paper explores the level, kind and quality of support provided by Vbulletin company for its licensed users.

What are the support services provided from Vbulletin company to its users?

Are the support services effective in the way that they are serving their purpose?

Checklist (based on Badrul Khan model):http://www.surveyconsole.com/console/

TakeSurvey?id=569588Interview (developed by brainstorming and

browsing some online support services); http://www.surveyconsole.com/console/TakeSurvey?id=570390

External Evaluators, we played this role by applying the checklist items to the support services provided by the company.

A licensed user, who was the interviewee in this research

Results indicate that the company provides a variety of support services for its users through various means, which are online ticket system. e-mail, discussion forums, telephone, fax and mail.

The user seems to be satisfied of the support services provided by the company in terms of getting fast online help, recent software updates and electronic manual.

Providing various means for support to ensure the accessibility.

Providing a user manual to enable users using features of the software

The round-clock availability of supportThe fast responses for users' questionsProviding FAQ available online

No instructions for troubleshooting in advance

High level of English LanguageHigh level of technical instructions

Khan, B. (2005). Managing E-learning Strategies. California, United States: Idea Group Inc.

Vbulletin Company:www.vbulletin.com

Survey Console Website:www.surveyconsole.com