Hi, Harry,

I'm sorry to hear about your trouble with the software. We had a really poorly timed outage this week and are working to make it up to the community. You can reach me directly at joaquin@minervaknows.com if you'd like to find time to talk, to vent, to learn about the product, or anything else. I'm here to listen and, hopefully, make it right.

Let me try to answer some of the specific questions you have here as well:

"1. Same problem as the previous reviewer - I tried sharing the link, signed up with a test account and just got a spinning loader. No access to the walk-through."

This sounds like it was an issue when the server went down. I had the same experience, though that should no longer be the case.

"2. I created two test walk-throughs. Both videos are still "processing" days later."

There was a backlog here from the outage as well. If you send over a link to those guides, I'll restart the process of creating the videos for you.

"3. The system is basically useless unless everyone installs the Chrome extension. I don't want to have to tell people they need to install an extension to view a walk-though. Why can't they just view an animated slideshow if they don't want to install the extension?"

You can absolutely use the slideshow and the videos without having your clients install the extension. Simply copy the embed links and you can put them anywhere you have access to HTML. They can also follow the interactive guides without installing the extension if you install the SDK on your site. I'm here to help you get that done if you need guidance! You can also find our help docs for the SDK here: https://help.minervaknows.com/hc/en-us/sections/4406048584724-SDK-Software-Developer-Kit-

"4. Support is terrible. It's hit and miss as to whether you actually get a response which makes troubleshooting a real time-suck."

I'm very sorry to hear that, Harry. We've had a rough week with the outage, but if you write me directly at joaquin@minervaknows.com, I'll be sure to get back to you.

"5. For a system that is supposed to streamline support documentation, their support documentation is so limited it's virtually non-existent!"

On this, I agree. And it is a sad irony that we don't have better documentation. We've been focused on making the system better, and not enough time focusing on our support. We're going to get on that ASAP. I appreciate the prod here. It's helpful!

"I will keep an eye on this during the refund period but at the moment a refund is looking likely."

I hope we can turn you around. But even if we can't I really do appreciate the feedback. It is very helpful!