The support becoming mandatory? I think the support is already somehow “mandatory”...At this very moment, I feel that I am forced anyhow to give support (and customizations, many times) just to not receive bad ratings/negative comments/refunds/etc So it’s mandatory already if you wish to stay on the market and have sales….
I’m thinking that only 6 months support, will give little bad impression in front of buyers, and they will hesitate before purchasing the product.
designova saidWhat are differences between Basic Support and Premium Support according to you ?
Straight and simple. Problem solved.
This is only a humble thought from us.
Basic Free Support = What author advertise on his own support policy (we all do have a free support policy, that’s to be ‘shown’ here – may be a lightbox or new window).
Premium Support = What Envato advertise on their own terms and conditions and pricing plans for mandatory support.Is it clear for you now??
Looks better option. +1
If compulsory support is limited to only these points
- Responding to questions or problems regarding the item and its features
- Fixing bugs and reported issues
- Where relevant, providing updates to ensure compatibility with major new software versions (e.g. of WordPress)
But does NOT include:
- Customization, configuration or installation
- Support for 3rd party software and plugins, except as advertised by the author
I have no issues with this at all
But the question is how will you ensure that a buyer will not ask about customization of the product, and what if author refused to provide any customization services even with extended support ?
The buyer can also threaten the author to provide customization other wise they will rate poorly ( Sure this thing happens currently, but likely to happen more frequently in the future )
Cost of products already very low, and it’s totally impossible to provide customization support at this cost.
One thing I want to point out
You are saying that “A maximum of 72 hours would allow for weekends”, then what about normal days, how much time is provided 24 hours ? I don’t think it will great to add such a short time limit for support on normal days.
Author also do need time for fixing bugs providing updates, they can’t there full time in just quick support.
If a author has 10 or more products then it will be impossible for him/her to provide bug fix + support + updates in such a short inter well of time.
Please consider increasing time limit for support.
The new system looks great, but if not implemented properly then chances are that marketplace will collapse.