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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 |
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 |
Thu, Jul 9 2015 6:45 PM | Permanent Link |
Adam H. | Hi Tim,
It will be great to see you around on the newsgroups a bit more! Will this include non-product related threads for some jokes? Like Roy, I have a few concerns about the new approach however, if this stops people like Roy from posting (he's really worth keeping around, but don't let him know I said so ... As an end developer - I've always found newsgroups / peer support to be just as important as the product support. I think bringing official support back to the newsgroups is an excellent idea - as it allows not only you to support, but also gives an additional perspective on issues, which may give solutions to issues better. If the concern is income, or some of us covering the cost of others who no longer supporting financially, would it be worth having a dedicated public channel that did allow non-subscribers to post on? This may also benefit potentional customers who have pre-purchase questions as well. I've seen a number of posts over the years from potential customers wanting feedback from users experiences on the software which I think is invaluable in making product decisions. Cheers Adam. On 8/07/2015 5:33 PM, Roy Lambert wrote: > 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 > |
Fri, Jul 10 2015 2:19 PM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com | Adam,
<< If the concern is income, or some of us covering the cost of others who no longer supporting financially, would it be worth having a dedicated public channel that did allow non-subscribers to post on? >> I'm considering it. It's easy to do (the test newsgroup works this way). << This may also benefit potentional customers who have pre-purchase questions as well. I've seen a number of posts over the years from potential customers wanting feedback from users experiences on the software which I think is invaluable in making product decisions. >> Yeah, that is one area that I didn't consider: soliciting existing customer opinions. Tim Young Elevate Software www.elevatesoft.com |
Sat, Jul 11 2015 2:59 AM | Permanent Link |
Roy Lambert NLH Associates Team Elevate | <Joke Alert>
I was thinking that since Tim's in control of the newsgroups what he should do is build in a check and then add a banner to the post {BOUGHT DBISAM 1996} [ACTIVE DBISAM SUBSCRIPTION] [*** PIRATE ***] {THIS GUY SHOULD READ THE MANUAL] </Joke Alert> Roy Lambert |
Sun, Jul 12 2015 8:09 PM | Permanent Link |
Adam H. | > <Joke Alert>
> > > I was thinking that since Tim's in control of the newsgroups what he should do is build in a check and then add a banner to the post > > {BOUGHT DBISAM 1996} > > [ACTIVE DBISAM SUBSCRIPTION] > > [*** PIRATE ***] > > {THIS GUY SHOULD READ THE MANUAL] > > > </Joke Alert> > LOL - Nice Roy! Maybe I should consider that for some of my customers. |
Mon, Jul 13 2015 1:44 PM | Permanent Link |
Tim Young [Elevate Software] Elevate Software, Inc. timyoung@elevatesoft.com |
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