Contact with envato support they can help you with this issue
Posting again to make it clear and clarified:
Basic Free Support = What author advertise on his own support policy (we authors 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 paid support. Authors should follow this in case of paid support if they are opting to Paid Support program.
But it should be on author’s choice whether to opt in the paid support program and it should not be mandated by Envato unless they make well pricing on ‘Paid Support Program’ enough to cover authors in their support staff expenses (it will be costly).
(In the other hand, if the author does not opt in paid support system and he may loss sales if he does not offer ‘paid support’, let it be – no problem, but it will bring peace of mind for those authors in particular)
Straight and simple. Problem solved.
This is only a humble thought from us.
*Please note, the pricing 17 $ is meant for HTML5 template (not for any WP themes or so), just for a dummy screenshot only. Please do not take it negative here.
Where did you gather your data on sales vs support requests and how many hrs per day support is offered and what the average support produces in tickets and I could go on?+10000000000
If I want to offer 12 months support for free which i do already, then I have the right as it’s my product and my buyer. If I want to setup extra support then I’ll sell it myself so I can adjust the price accordingly to be sustainable for my business, so that I can continue to produce themes and support them. Also I don’t actually understand how you came to 30% commission for selling a service that you will not be doing for a product that isn’t yours and for no platform available for support to be offered. So 30% is for processing a payment?All in all a really bad idea as far as I am concerned.
Congrats FWD! Love your works