@graphic4444, @websitedude1985, guys thank you for feedback!
That’s exactly what I’m talking about. Bigger “authors” can afford dedicated support teams. And support process will not interfere with development. While smaller authors can be potentially bound to support by an abusive buyer who purchased (yet another) support pack. Less work for big players, more – for smaller ones. “Rich getting richer” situation.
IMO, Envatos’ biggest issue here is laying out the support “pricing policy” (I still hate the idea of Envato trying to sell my time, btw ) without having clear “scope of support” policy in the first place. It looks greedy and ugly.
(Sorry for repeating this) It’d be nice to have an annual license renewal for a low price which will include updates + support. Authors will have stimuli to update older products, buyers can be sure that their newly purchased theme will not be abandoned, and Envato gets precious moneyzzz Win-win-win for all three parties.
I have a question to power buyers. Guys, if you request the support that seldom, why do care about this change anyway??
As a side note, I’m generally against the support plans (mentioned earlier why). But I also cannot ignore the fact that we have buyers with dozens of tickets and support for them already costed us much more than profits from their purchases
“Mura” translates from Slavic languages like “something negatively senseless”. And also “a nightmare” in Czech. Just saying
Another option is to allow authors to opt-in for 6-month support, but opt-out from support packs
Then support will be amazing! If people don’t push it. Basically speaking, even the simplest questions will require a support pack. A lot of people here have great great great documentations, but having support packs for the above, sounds actually great! The definitions need to be absolutely clear to buyers though!
Well, going an extra mile is what makes good support great. And buyers are already used to it. “Scope of support” may sound easy, but we both know that there’s a fine line between support and customization. So I would not be over-optimistic about it
Anyways, that previous post of mine is only a subjective opinion. I realize it will not change much, but I feel I should share those thoughts anyway.
Miroslav here from Dream-Theme.
I had half-a-year to think about it carefully. And even after half-a-year idea with support-packs does not feel good to me.
First off, 1 men-hour of our support costs us at least $10 (this is only remuneration, I’m not talking about other expenses like paid vacations, office rent, etc.). And, honestly, I do not feel comfortable Envato setting their fixed prices for this sort of work. Neither I nor my colleges are Envato employees, and I do not see why Envato should sell my time for a fixed price and take 30% from it.
Second, if you want a sustainable business model for authors (and more income for you), introduce that freaking annual updates+support renewal already! + grandfather existing customers for 1 year. This will stimulate authors to work on their older items. Triple win for buyers, Envato, and us, authors.
My 2 cents.
+1 to @bitfade solution.
TGM is outdated like a mammoth’ cr*p
mess sales so far. Yay!!