Showing all blog entries tagged with "Support Sessions"

Product Status Updates and Development Notes

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Posted by Tim Young on Mon, Apr 20 2015

Just a quick status update on all of our products, and some notes to address various issues:

• XE8 support is coming soon, probably this week or next.



• If you have a support issue (not a question, such as "How do I....?") for EDB or DBISAM, please contact us at support@elevatesoft.com directly. As great as the peer help is on the support forums, it's not fair to those helping out since they're providing their time free-of-charge. I consistently see issues being posted on the support forums from customers that I know have a number of grandfathered support sessions. If you have support sessions, please use them. If you don't, then I don't think that $19 for a support session is going to be a burden for most developers.
  
  To find out if you have support sessions available, please visit this area of the web site:
  
  Support Sessions
  
  (you must be logged in)
  
  If you're unsure about whether to contact us directly or not, go ahead and contact us directly and simply ask if the issue is appropriate for the support forums, or whether it is something that requires a support session.



• I know that I've been scarce on the EDB/DBISAM support forums, and that EDB/DBISAM haven't been getting much attention over the past year. This is, unfortunately, the case when I'm heavy in development on a different product (EWB 2). Due to the fact that we're short on developers here, major product revisions have to be done in a serial fashion, so while I'm working on a new EDB revision, EWB won't be seeing many major improvements, or vice-versa. I know that it must be frustrating to see so much attention given to EWB when you're not an EWB user, but EWB is an important part of our future since it has the potential to make the company much stronger. So, indirectly, this type of development means more resources for adding improvements to the other products. Be sure to check out EWB 2 when it's released next week. It's pretty cool and works well with both EDB and DBISAM.
  
  EDB 2.x is finally going to see some major improvements coming up in early summer. Most notably, Mac support, nested transactions, and a web administration interface. I've also started work on a profiler/tracing layer for the EDB Server, which is really cool because you can see everything that goes on in the EDB Server, including how long it takes to execute every SQL statement, etc.
  
  EDB 3, while it's been stalled for a while, is still on the map. It will be a departure from EDB 2.x in several ways, though, which is why a) it's been stalled and b) I'll be doing a round of improvements (noted above) before continuing on with EDB 3 this summer.
  
  DBISAM has been in "legacy" mode for some time now. We'll continue to release new updates for new Delphi compilers, and try adding little improvements where they can be added. Internally, we still use DBISAM and now have it replicating data back and forth between here and our Chicago web server. If you're interested in this type of functionality for DBISAM, let me know and I'll consider publishing it as part of the product. It's completely fail-safe, and maintains transaction boundaries while replicating.



• I cannot stress enough how important it is to us that everyone has been keeping up with their subscriptions. It is not only greatly appreciated, it is vital to keeping revenue coming in. If you haven't renewed your product subscription lately, then please re-consider doing so. If you have an issue with your subscription, then please let us know and we'll be happy to help you out in any way that we can.

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Tags: Update, Support, Support Sessions

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New Support Policy In Effect

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Posted by Sam Young on Thu, Apr 4 2013

The changes to our existing support policy have been implemented effective April 1, 2013. This post is a brief outline of the updates and changes that have been made.

Support Plans are now split into two categories - Subscriptions and Support Sessions.

Subscriptions

Subscriptions are renewable yearly (as support plans were), and entitle you to all minor releases and bug fixes for one full year from the date of purchase. Prices for what were formerly support plans (now subscriptions) have not changed. As always, any new product purchases will include a full year subscription at no charge.

Support Sessions

Support sessions are not included in your subscription purchase. If you have renewed your support plan prior to April 1, 2013, you have been grandfathered in and will receive a number of support sessions equivalent to the amount that you paid for your support plan renewal. For example, support sessions cost $19.00 each so if you renewed your Elevate DB VCL Client-Server support plan at a cost of $159.00 prior to April 1, you will have been credited 8 support sessions. Support sessions do not expire, so you will have them available until they are used.

When you request direct product support via email, phone, or Skype, you will receive a support acknowledgment showing that your request has been received. If you have support sessions avilable, you will be charged one support session. In the event that the support request is in fact a bug, you will be credited back the support session. Included in the support acknowledgment will be a session number that must be included in any further correspondence regarding the issue. If at the time of the support request you do not have any support sessions available, you will be directed to the support session ordering page. You can purchase as many support sessions at one time as you would like.


Web Site Changes

There have been a few changes to the web site as well. The Technical Support page has been updated to reflect the new support policy.

Subscriptions (formerly support plans) can no longer be accessed from the product-specific support pages. To manage your subscriptions, you should log in to the web site, and then click on your user name at the top right of the home page. This will bring you to your User Profile page, and there is a link to the Subscriptions page on the right hand side. You can also access your subscriptions from the Sales page.

To manage your support sessions, you should log in to the web site, and access the Support Sessions page from your User Profile page, the Sales page, and the Support page. The support sessions page will always contain a complete history of all support sessions, as well as allowing you an easy way of purchasing more support sessions, if necessary.

Finally, a field for your Skype ID has been added to your User Profile. Feel free to add your Skype ID here so that we have it on file for use with support sessions.

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Tags: Support, Support Sessions, Subscriptions

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