There are four ways to receive help with an Xcite! item:
Xcite! Online Knowledge Base
Click the 'Help' button on your Xcite! item (depending on the item this may be in different places. Generally, the Help button may be found in your item's 'Options' menu, or, if your item is a HUD, by clicking a question mark '?' that appears somewhere in the main interface.). This will direct you to our comprehensive online Xcite! Knowledge Base which will contain answers to the vast majority of your customer support questions. Alternately, you can access the Xcite! Knowledge Base visiting http://www.getxcite.com/support .
Ask the Xcite! Group
Join the Xcite! group in SL (search for the group in the Search window, it's free to join) and then ask your question in the group's chat channel. Very often another customer will have suggestions or answers for you. Please be polite and patient when using the Xcite! channel and try to restrict questions to Xcite!-specific topics only. Keep in mind that the people in the Xcite! channel are customers like you, so please treat them respectfully. Please note that the Xcite! channel is for communication between Xcite! customers - do not expect Xcite! Staff to be monitoring this channel at all times.
Contact an Xcite! Customer Service member directly
Send an in-world IM to Alexisnow Resident with your question. Please be sure to state the question as clearly as you can, providing as much detail as you can about specifically what item you are asking about, what you are exactly trying to do and what you have already tried, describing what happened when you did it. The more information you provide the better able we will be able to get you accurate answers. IM’s that just say ‘hello’ or ‘contact me’ are generally ignored. There may be times when Alexisnow is unavailable, offline, or otherwise unable to respond to your query, in which case asking your question on the Xcite! channel may get you the help you need faster. Be assured however that questions received while offline or busy will be addressed as quickly as possible. All Xcite! Customer Support IMs get forwarded directly to email so they will not be lost or capped.
DO NOT SEND NOTECARDS - they can get lost and will not be answered as quickly as an IM will.
Website Contact Form
Visit http://www.getxcite.com/cs.php and fill out the form located there:
1) From the drop down menu select the product or product group that you are asking about.
2) Tell us what your question is. Please be sure to state the question as clearly as you can, providing as much detail as you can about specifically what item you are asking about, what you are exactly trying to do and what you have already tried, describing what happened when you did it. The more information you provide the better able we will be able to get you accurate answers. Questions that simply say ‘It isn’t working’ are not helpful and will require us to contact you asking for specifics, delaying your ability to get back up and running.
This form should not be used to provide suggestions - if you have a suggestion for a new product or a new product feature please click the ‘Suggestion Box’ link at the top of the http://www.getxcite.com webpage.
Please confine your Customer Support requests to issues directly relating to Xcite! products only. While Xcite! Customer Support is always eager to assist customers, we cannot realistically be expected to provide one-on-one tutorials on basic Second Life operations, such as how to wear items, how to resize/re-position worn items, etc. There are plenty of tutorial services and resources available to new SL residents, and we strongly encourage everyone to make use of them as needed.
