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#1 2011-09-03 08:15:28

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Premium Support

Hi,

What do you think about having Free Support and Premium Support:

Free Support:

- support via email/forum
- bugfixes via upgrades

Premium Support:

- support via email/forum/messenger (some cases also phone, this is kinda problematic because of the timezone difference)
- bugfixes via upgrades and directly on the server
- server debugging
- small optimizations
- small features (like i want to add a popup in the header, can you change the logo)
- upgrades
- ideas/consulting
- just listening to you on messenger :-)

The reason why i'm thinking about this is because we get more and more clients every month, so more time needed for support and less time available for development. The price would be like 10-20$ / month. Not everyone will need the premium support, but i'm sure there will be clients that preffer to pay a small fee, and have us handle the above.

Please let us know what *you* think.


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#2 2011-09-03 11:00:23

Coscast
Member
From: Germany
Registered: 2010-10-03
Posts: 546
Website

Re: Premium Support

Yes, why not. I think this is your work and you spend your time on it and it should be rewarded.


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#3 2011-09-03 13:45:39

MS_DA
Member
Registered: 2011-04-26
Posts: 401
Website

Re: Premium Support

Hmmm... I´m not sure about this. Something like $20 for 6 months sounds much better.

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#4 2011-09-03 15:06:51

Coscast
Member
From: Germany
Registered: 2010-10-03
Posts: 546
Website

Re: Premium Support

But, let's face it, if you hire someone to fix something on your server, you'll pay more than 20$ PER HOUR smile


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#5 2011-09-03 16:01:00

videocasalinghi
Member
Registered: 2011-02-28
Posts: 153

Re: Premium Support

I want to publicly thank Adrian for the great help you gave me to optimize my site and support for zombaio, is a golden boy even if I need his help, I will have no trouble paying, Adrian knows that if works well, all derive benefits (money)


Many Thanks Adrian


soory my bad english lol

Videocasalinghi

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#6 2011-09-03 16:23:16

thiva7
Member
Registered: 2011-04-30
Posts: 997

Re: Premium Support

adrian from 1 day wich i buy this script help me without any fee, install in my first server Sphinx and some more things.....so i thing is should have small price for his help  ( for other members not for me tongue lol )

I will have no trouble paying too smile

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#7 2011-09-03 18:01:54

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Re: Premium Support

This method will not be added right now, only when we launch the final version and if we dont have enough time to do both, development and support. At that point we will hire another person to help, so thats why the premium support / month payment.


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#8 2011-09-03 20:55:41

Coscast
Member
From: Germany
Registered: 2010-10-03
Posts: 546
Website

Re: Premium Support

Sounds plausible, employees have to be payed smile


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#9 2011-09-03 21:06:50

jimmyblaze
Member
From: NY
Registered: 2011-07-13
Posts: 57
Website

Re: Premium Support

I think its a good idea, this support is second to none.

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#10 2011-09-03 21:07:30

Eri
Member
Registered: 2011-03-18
Posts: 966

Re: Premium Support

good idea


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#11 2011-09-03 22:29:04

xsporntv
Member
Registered: 2011-04-20
Posts: 139
Website

Re: Premium Support

Yep!  I'll pay for premium support.

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#12 2011-09-04 02:52:13

MS_DA
Member
Registered: 2011-04-26
Posts: 401
Website

Re: Premium Support

Well don´t missunderstand me - i also think that a full support with many extras cannot be free. I even think that possible customers may be scared if they see a kind of lifelong fee for the script. Not all speak English good enough to to understand all right at once and run away then.

Adrian what do u think about

1. The price of the script includes a full ( premium ) 3 or 6 months support

2. Install/Upgrade service, modifications $xxx

3. After these 3 or 6 months optional

3a. - $20 or $30 for another 3 or 6 months Premium Support + new Versions of the script like 1.1.0, 1.2.0 etc.

3b. - support via email/forum/messenger (some cases also phone, this is kinda problematic because of the timezone difference)
     - bugfixes via upgrades and directly on the server (like version 1.0.1 , 1.0.2 , 1.0.3 ....

I believe in this way more customers will join the premium support for a longer time. If you need to pay a monthly fee they may wait and collect their support and extras requests and pay one month to get all done.

My 10 cents lol

Ben

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#13 2011-09-04 07:08:16

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Re: Premium Support

Hmm...i agree with some of your points, however considering the following:
1. Premium Support is not mandatory, a client buys premium support only if he wants.
2. Free support will still be free, meaning i will still answer all questions on the forum/email. For example if you have a problem, i will still help, i will explain what needs to be done, if you do it or hire a server administrator/developer that is up to you.

I think what you described is more of a Upgrade Fee, free upgrades for 3-6 months and then 1 year upgrade, or something similar.


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#14 2011-09-04 11:37:08

MS_DA
Member
Registered: 2011-04-26
Posts: 401
Website

Re: Premium Support

With point 2. i mean an extra fee for installing or upgrading the script by you on the custom server.

3a is the Premium Support and includes new script versions with new features ( bugfix upgrades always belong to the free support 3.b ) .

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#15 2011-09-04 14:45:06

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Re: Premium Support

Hmm...i think that 3a is actually a upgrade fee, but it could be something like 49-69$ / year, but this doesnt include any support. At least thats how other companies do it.


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#16 2011-09-04 22:23:56

pctv
Member
Registered: 2011-03-24
Posts: 34

Re: Premium Support

I would pay him $2400 a month to work on my site at 60hours a month! smile

Once the version1 is up and ready there will be a lot of freelancers that will do the themes, plugins, modules, and sell them to users.

Come on guys... Adrian needs staff... a group of designer/programmers... He cannot do it alone (well he was doing it alone [programming/coding area], but the customer database is growing), he will need some money to hire those staff that he will be training to help us all. That is why we are having all these delays because of the resources at hand.

If you like what Adrian is doing, please do not abuse it and help him out.

I know Adrian for quite a while and we've shared dreams long time ago too... embarrassing but it's true! LOL

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#17 2011-09-05 06:08:50

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Re: Premium Support

Well like i said this is not changing right now, nor is it decided that we will go this route. I just wanted to know what your opinion about this.


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#18 2011-09-08 16:01:38

PastorSinAlot
Member
Registered: 2011-09-05
Posts: 27

Re: Premium Support

I am willing to pay for good support
send me a invoice thanks

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#19 2011-09-09 23:00:33

Coscast
Member
From: Germany
Registered: 2010-10-03
Posts: 546
Website

Re: Premium Support

PastorSinAlot wrote:

I am willing to pay for good support
send me a invoice thanks

+1


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#20 2011-11-01 12:48:45

Pornogoddess
Member
From: NY
Registered: 2011-01-12
Posts: 183
Website

Re: Premium Support

With all the help I've had from Adrian I most certainly would not mind a support fee... In fact it may be the one bill I pay with a smile. :-) Just please don't bill me for all the help you've given me so far - because the amount would be "priceless"...

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#21 2012-03-08 09:02:41

symtab
Administrator
Registered: 2010-08-23
Posts: 7,326
Website

Re: Premium Support

Its getting harder and harder to provide good support and keep up with development. The premium support will be introduced starting with 1.0 (i know about the delays, and i'm really sorry, but there's nothing what i can do to speed things up at this point). This will guarantee that we have time for development and add the features that you need.


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#22 2012-03-08 11:38:50

ful2fun.com
Member
From: India
Registered: 2011-09-16
Posts: 1,038
Website

Re: Premium Support

symtab wrote:

Its getting harder and harder to provide good support and keep up with development. The premium support will be introduced starting with 1.0 (i know about the delays, and i'm really sorry, but there's nothing what i can do to speed things up at this point). This will guarantee that we have time for development and add the features that you need.


Thats A Good Option But You Should Delegate Some Help To Others In forum To Like What We Can Help We Do And In Main Big Problems You can Interfare.



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#23 2014-10-02 09:33:10

99re.com
Member
Registered: 2013-11-18
Posts: 28

Re: Premium Support

i will buy premium support for sure

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#24 2014-10-02 19:36:45

ful2fun.com
Member
From: India
Registered: 2011-09-16
Posts: 1,038
Website

Re: Premium Support

they dont allow porn sites in adwords.

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