Do you also apply for a work permit?
This problem has been generated by years of wrong mixed-use. What Andrew says is right: being COMMENTS, also users without support must be able to read them (as well as unlogged ones).
I understand, my concern is they want me to provide support in item comments section as well. Most of the authors ask buyers to go to their own forums for support. The question is if they don’t provide a proper support tool for me as i don’t have own support forum, why should i pay 30% of support package? For what? For permission to provide support for my own products? If this is a company-author relationships, i pay this company for SOMETHING, not just for NOTHING.
Buyers will still be able to see the support tab and use the support functionality even if they don’t have a valid support entitlement. Under the new item support policy, authors are fully entitled to ask buyers to renew their support if they are seeking assistance when their support has expired.
@Revaxarts + 1
Do you guys even realize what mess it will cause? If user who didn’t buy a support package goes to item comments, he still can read all author replies to the questions what user who have bought support package asked. The only difference is he won’t have a badge that he purchased it. Where is the logic?
In that case add a basic support forum to author’s profile page, add threads that correspond to author’s items and give access only to users who purchased support package. Comments section will remain the same for GLWS messages.
@Andrew, thanks for the answers, but still the most important questions were ignored as always.
1. Why we can’t control support pricing for our own services?
2. If i want to provide a free support and free updates to avoid any enforcements, can i simply answer user questions for free?
3. What about update period? Let’s say i update items once in 6 months, user simply can purchase support and miss the update, again gives 1 star rating that he also expected updates to come. In this case 1 star is fair enough.
4. If you control prices, why the hell support is so cheap? HTML template costs $25. Author gets $25 / 30% = $7.5 – 30% commission = $5.25 – taxes in my country = ~ $3. Is this a joke? For this 3 bucks i have to satisfy everyone from now on, now i can at least point to the documentation or ignore annoying users. But for $3 i can’t anymore.
From what I understand, updates are also linked with item support. Buyers who don’t have an active support will not be able to access the update.
Could Envato please clarify this?If I understood this correctly than this is a good news for everyone as I believe this will only increase item quality. In case of a major item update, authors wouldn’t need to consider adding the item as a new item. This would mean focusing more on item quality and updates.
But what if update is very important, such as security update as it was with prettyPhoto?
And what if i want to provide a free support with free updates? When i can ignore annoying users after i’ve received 1 star rating etc.
Quick follow up:
As for me, the best solution is to allow authors create their own support packages and set different prices, for example:1. Simple package. Price: $10/year
- Answer questions
- Bug fixes
- Guaranteed 72 hours reply
- Access to updates for 6 months
- All from simple package
- Help with 3rd party plugins integration
- Guaranteed 36 hours reply
- Access to updates for 12 months
- Priority answers
- All from advanced package
- Help with setup and demo data import
- Guaranteed 24 hours reply
- Access to lifetime updates
- Github access
- Feature requests
- Customization issues
You add forums for each item under Support tab or to author profile. We create packages, we select options, we set prices, we give you 30% of package price. At least we know what we are paying for. Win – Win to all parts.
Nice update, but i have a couple of questions:
1. If i don’t want to charge buyers for updates and support, can i mention that somewhere? Can i do it at all? This is actually should be optional as this is my own time.
2. What about ratings? People can buy theme without support, ask questions and then add 1 star rating because i didn’t reply back to their message.
3. What about support tools? Are you planning to add something to the “Support” tab? Forum, ticket system, whatever?
4. Updates are mandatory. Okay. But how many updates i have to upload during 1 year of paid support? I can do it once a year or do it every 2 weeks. Please add this as well.
5. Wondering why don’t you let authors decide about support pricing?
1. If you are not going to add support tools for authors, like closed forum pages with purchase code verification that only buyers who purchased support package can access, why you want to get 30%? For what?
2. How will you manage support access for users? I mean if user purchases item, goes to Comments section and reads all questions/answers provided by author to another user who bought support package. Will they have access to those pages? If no, will be there any separation for those who bought and who didn’t?
3. There are so many confusions. Overall the idea is very good indeed, but you didn’t clarify the most important things like how to manage this system.
I believe slow loading speed is the reason of low sales. Yesterday loading time was 20s per page, today it’s 30. Make at least an announcement what’s going on, now it seems like your office is on vacation since DDoS attack.
VERY slow, happens everyday since DDoS attack. Average page loading time is more than 20 seconds. Can’t purchase items, getting timeout error. Guys, when are you going to fix this?