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Support Policy Update |
Tue, Jul 7 2015 4:54 PM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com | We've updated our support policy in an effort to address concerns from
customers about the lack of support with product subscriptions. All product subscriptions now include product support from us via the support forums. This means that I will be providing support on the support forums daily, and they are no longer only peer-supported. However, in order to make the new policy work, we have had to prevent anyone from posting messages in the support forums that does not have an active subscription for the corresponding product. So, you may not be able to post any new messages until you renew your product subscription. For more information, please see the blog post from Sam here: http://www.elevatesoft.com/blog?action=view&id=subscription_policy_update You should also be receiving an email directly from us concerning the update. If you have any questions, please feel free to contact Sam at sales@elevatesoft.com. Tim Young Elevate Software www.elevatesoft.com |
Tue, Jul 7 2015 9:42 PM | Permanent Link |
Rick | On 08/07/15 06:54, Tim Young [Elevate Software] wrote:
> We've updated our support policy in an effort to address concerns from > customers about the lack of support with product subscriptions. All > product subscriptions now include product support from us via the > support forums. This means that I will be providing support on the > support forums daily, and they are no longer only peer-supported. > > However, in order to make the new policy work, we have had to prevent > anyone from posting messages in the support forums that does not have an > active subscription for the corresponding product. So, you may not be > able to post any new messages until you renew your product subscription. > > Thanks for the info Tim. What happens if you have downloaded the trial to try out the product before purchasing and have questions? Should such users email you directly? -- Rick |
Wed, Jul 8 2015 3:33 AM | Permanent Link |
Roy Lambert NLH Associates Team Elevate | Tim
It is your company and hence your right to make such decisions, however, if I understand what you are proposing correctly, I would like to say I deplore the change. My basic assumption is that "product support forum" = newsgroups. If that is incorrect please ignore everything below. When you initiated the last change it was made clear that official support should be channeled through the support sessions and direct support via email, phone and that these forums would be user supported.I have tried to follow this and pointed out to others that these are user supported newsgroups. I only posses a current subscription to ElevateDB but I am still willing, and occasionally able, to offer support on the DBISAM newsgroups. With this change I may no longer do so unless I pay for the privilege. I can understand people's frustration with seeing you spending time responding to posts on the EWB newsgroups and not the others but, from personal experience, an "official" request for support has always been met quickly and with your usual thoroughness. I appreciate the fact that you are still permitting lurkers which is something some other vendors may not allow but I do believe that this is not a good idea and request that you re-think it. I would also request that anyone with views either way respond to this post. Roy Lambert |
Wed, Jul 8 2015 3:55 AM | Permanent Link |
Matthew Jones | Roy Lambert wrote:
> I only posses a current subscription to ElevateDB but I am still > willing, and occasionally able, to offer support on the DBISAM > newsgroups. I figure that the way forward is to have a "peer_support" section, which is open to anyone. But maybe that fragments things too much? Perhaps then an "open_discussion" but that doesn't allow you to respond in place. Perhaps the main thing is that there is an openness to change, and see how it goes. -- Matthew Jones |
Wed, Jul 8 2015 7:56 AM | Permanent Link |
Roy Lambert NLH Associates Team Elevate | Matthew
The other thing that occurs to me is that its very quiet apart from on the EWB ngs. Nice stable products not requiring much support, everyone using the official channels or what. I don't know but I'm sure Tim will. Roy Lambert |
Wed, Jul 8 2015 9:26 AM | Permanent Link |
Raul Team Elevate | On 7/8/2015 3:33 AM, Roy Lambert wrote:
> I only posses a current subscription to ElevateDB but I am still willing, and occasionally able, to offer support on the DBISAM newsgroups. With this change I may no longer do so unless I pay for the privilege. Technically I do have a subscription for DBISAM thru employer but its not linked to my own account so i would lose ability to post in DBISAM NGs as well for now (I know this one is easily solvable by contacting Elevate support so just a comment). My personal opinion only but seems to me there are lot of people (like Roy) who appear to have switched to EDB and might not have active DBISAM subscription yet have lot of experience with it still and willing to contribute. > I would also request that anyone with views either way respond to this post. I personally don't believe there is that much extra noise on the forums and ability to post before you buy i always thought was one of the great things - especially with the EWB2 just out. It's Tim's company and he has the background data (like percentage of customers actually ever posting anything etc) and of course can do as he pleases with his own company. My feelings on this are mixed - i always have preferred the more open model of these NGs. Raul |
Wed, Jul 8 2015 10:50 AM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com | Rick,
<< Thanks for the info Tim. What happens if you have downloaded the trial to try out the product before purchasing and have questions? Should such users email you directly? >> Yes, we’ve made a point on the web site to make sure that this is clear to those developers evaluating our products. We're trying to get a handle on *actual* evaluators vs. people just downloading our trial versions and using them, and this is a part of that effort. For example, for some time we’ve had issues with people using the trial versions (or pirated versions) for long periods of time, and during that time asking for support (and getting it) on the support forums. Now, they'll have to contact us directly and we can then determine who is a legitimate evaluator vs. someone that is never going to pay us for anything. Also, no offense to the great peer assistance offered here by everyone, but I would like the initial experience of evaluators to include direct support from us. It gives us more opportunity to deal specifically with a potential customer in ways that can't necessarily be done publicly here on the support forums. Tim Young Elevate Software www.elevatesoft.com |
Wed, Jul 8 2015 10:57 AM | Permanent Link |
Matthew Jones | Tim Young [Elevate Software] wrote:
> I would like the initial experience of evaluators to include direct > support from us That's a good idea, but some people like to be less direct. My suggestion would be that someone evaluating can get a short term access to ask questions here, once they've talked to you. Indeed, that might be a good offer for them to be interested in contacting you - they gain access to posting here for a short time. -- Matthew Jones |
Wed, Jul 8 2015 11:11 AM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com | Roy,
<< I only posses a current subscription to ElevateDB but I am still willing, and occasionally able, to offer support on the DBISAM newsgroups. With this change I may no longer do so unless I pay for the privilege. >> Actually, you’re a forum moderator (Team Elevate) still, so you can post anywhere. << I can understand people's frustration with seeing you spending time responding to posts on the EWB newsgroups and not the others but, from personal experience, an "official" request for support has always been met quickly and with your usual thoroughness. >> Yes, but that isn't cutting it. We tried to solve a major issue with the last support/subscription policy change, and it ended up creating another one. A lot of customers feel like they’re not getting enough value for their subscription, and it was showing in a major way in terms of our subscription revenue. I won't quote dollar figures, but it's substantial and essentially negated all of the EWB 2 upgrade revenue for the year so far Now that EWB 2 is done, this is an effort at providing more value and getting the subscription revenue back up. Of course, if anyone can post messages regardless of their subscription status, then there is no longer any additional value being provided. So, it naturally follows that there needs to be restrictions on who can post. The other alternative is to go back to the unlimited support model, which worked well for customers, but not so much for us with long-term development of major features for products like EWB and EDB that require a lot of development time. So, rock, meet hard place. << I appreciate the fact that you are still permitting lurkers which is something some other vendors may not allow but I do believe that this is not a good idea and request that you re-think it. >> Feel free to propose an alternative that solves the above issues, and I'm all ears. Tim Young Elevate Software www.elevatesoft.com |
Wed, Jul 8 2015 11:20 AM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com | Raul,
<< Technically I do have a subscription for DBISAM thru employer but its not linked to my own account so i would lose ability to post in DBISAM NGs as well for now (I know this one is easily solvable by contacting Elevate support so just a comment). >> We can easily set you up as a moderator (and would like to do so). Please contact me via email about this, if you're interested. Your posts get marked as "Team Elevate", though, so I may need to add an option to turn that on or off. But, the point is that the support forums are back to being an official support channel, and not just peer support. << My personal opinion only but seems to me there are lot of people (like Roy) who appear to have switched to EDB and might not have active DBISAM subscription yet have lot of experience with it still and willing to contribute. >> I understand, and no offense to Roy, but *I'm* going to be monitoring the support forums, so..... And, as previously-mentioned, there are still a group of customers that are moderators (Team Elevate). << I personally don't believe there is that much extra noise on the forums and ability to post before you buy i always thought was one of the great things - especially with the EWB2 just out. >> It's never been about the content of the support forums. It's about subscription revenue: no more, no less. Tim Young Elevate Software www.elevatesoft.com |
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