Posts by stewboon

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
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stewboon
Envato team
says

@Stewart hey, what I was asking was can authors provide item support that is paid using the new pricing packs on their own support infrastructure.

In other words can authors continue with whatever tools they use to offer the support for their items and if someone purchases a support package from Envato for that item can the support be provided via the tools that the author is most familiar with i.e. Help Scout, ZenDesk, FreshDesk, Desk.com, Intercom etc.

Thanks Adam

Hi Adam. Yep. Authors can continue to use their own support systems/tools. We’ll include whether or not a particular buyer is in a valid support period via the API.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says


“All updates provided by the author will continue to be available to buyers with a license.” The way I read that is users can only get updates if they have a support license.

I’m sure what they mean by “with a license” is the themes “purchase license”, not support license. Maybe I’m wrong? Can anyone at Envato clarify this?

On that note, +1 for an extra bump in revenue.

That’s right senorthemes.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

@stewboon When the new support packages are announced will it be mandatory for authors to provide paid support only via the Envato Marketplaces or can authors provide paid support via their own support platforms?

Cheers! Adam

Hi Adam….this is what we mentioned about this earlier:

Can authors charge for services outside of the scope of item support?

One of the things we’re trying to achieve here is providing clarity for buyers. So a situation where buyers are seeing inconsistencies between their support entitlement/prices on ThemeForest and CodeCanyon and those on external support systems (for example) would work against this by confusing them. However, if an author wants to offer services that are over and above the normal definition of support, like customisation services for example, then that’s ok but in the same way that we’ll need to make the definition of support very clear to buyers, the definition of any additional service over and above that offered by the author would need to be clear too.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

Hi everyone

We’re back online here today and just gathering some of the questions so we can answer them together. As we mentioned, many of them we’ve covered off before but as we’re just picking this up now after a break, we can touch on them again.

You’ll hear from us again shortly.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

Hi everyone

Thanks for all of your questions so far. It’s getting late here in Melbourne so I’ll put in this final post for tonight answers to some of the questions that keep popping up before signing off and coming back on line tomorrow. Most of them we covered last year but that is a while ago so we can touch on them again now.

Definition of support and not including customisation:

While we are not completely finalised on the definition of support, it will definitely not include customisation/installations. It also does not include the idea of premium or priority support. As we’ve mentioned before, we have to do our best to make the definition as clear as possible to buyers and prominent in the buyer experience and we’re certainly hoping to achieve this to reduce the number of requests outside the definition of support.

Support tooling

We know the support tooling could be improved and we want to get to that too at some point. To start though, we think the highest priority is to change the policy so that authors’ ongoing support liability is capped and stops growing which is why we’re tackling this first before we look to other improvements.

Impact on buyers who bought before the changes come in?

As mentioned in the original item support announcement, items sold before the new start date will be treated as follows:
  • If the item did not advertise support, nothing changes
  • If the item advertised support for less than 6 months, that remains valid
  • If the item advertised support for more than 6 months, those items will be supported for 6 months after the new start date
  • Buyers who need clarification about their purchase should contact Envato Support

So while we are still trying to work out the start date it is still several months away. Once we hit the start date there will still be another 6 months from then too for buyers who have purchased before, which is even further down the track. After that if there are pre-policy buyers who still want support extended further and the author agrees, then that can happen too.

Can authors charge for services outside of the scope of item support?

One of the things we’re trying to achieve here is providing clarity for buyers. So a situation where buyers are seeing inconsistencies between their support entitlement/prices on ThemeForest and CodeCanyon and those on external support systems (for example) would work against this by confusing them. However, if an author wants to offer services that are over and above the normal definition of support, like customisation services for example, then that’s ok but in the same way that we’ll need to make the definition of support very clear to buyers, the definition of any additional service over and above that offered by the author would need to be clear too.

There seems to be a little confusion about the pricing. Here’s some worked examples to help.

Example 1: Buyer purchases regular license with the included 6 months of support:

  • An author chooses to support an item. The list price of that item is $58 (item price of $46.40).
  • A buyer purchases a regular license for that item which comes with 6-months support included. This costs the buyer $58.
  • The author fee for this is calculated in exactly the same way it is today based on the author’s current fee rate.
  • Assuming the author is on the author fee rate of 12.5% then the author will earn $40.60 ($46.40 – (12.5%x$46.40))

Example 2: Buyer purchases regular license with 6 months of supported included + 6 months extension at the same time:

  • Another buyer for that same item purchases a regular license and wants to extend the included 6 months support by another 6 months.
  • The buyer pays $75.40 in total ($58 + $17.40).
  • The author in this example will earn:
    • $40.60 (like in example 1 above); and
    • 70% of $17.40 = $12.18
    • $52.78 in total.

So, again, thanks for your questions and we’ll be back tomorrow.

Stewart

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

@stewboon should i provide support for a buyer who didn’t purchase a support pack? can a buyer put down product rating on the grounds that support was denied without having to purchase an additional support package?

Hi wplab. We got this question a fair bit last time as well and it’s really a broader question about unfair ratings which we know is a real bugbear for authors.

In relation to support – we’ll do a lot to communicate when a buyer does have a valid support period and when it has expired. So most reasonable buyers should not behave this way. That said, whether for this reason or others, occasionally a buyer will give what may seem like an unfair rating.

As we do today, when this occurs we’d encourage you to get in contact with the buyer if possible but if that’s not possible then you can contact us and we’ll investigate the situation judging it on its merits.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

On the topic of support I think this is going to have a bit of a negative impact when replying to customer inquiries as we try to figure out when was the customer original purchase date. This is easy to determine when customers send a support inquiry through the author’s profile page as the purchase date comes in with the inquiry but what about us authors whose primary support isn’t from our profile page? Would be helpful if we could check the items a buyer has purchased from us that also includes purchased date. Otherwise, how will we know to route them back to Envato to purchase support?

Hi senorthemes…as we mentioned last year, whether you provide support via the comments, profile page, email contact or your own support system (integrating with the purchase code API), we’ll show you whether a buyer is within a current support period so you will know this.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

Just to clarify. Once this is launched, and you say for example have an average income of $100 on the initial item purchases. You will now get $130 average as for each item purchase you will receive the extra 30% for the 6 month support extension. Correct?

Hi Basix…if the author chooses to support an item, using your example a buyer will be able to purchase it for $100 and it will include six months of support. If they purchased a support extension at the same time it would cost the buyer $130 and they would have 12 months of support in total (ie the included 6 months + 6 month support extension).

Coming up to the end of that 12 months the buyer might choose to buy another extension so potentially additional income for the author then too.

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

Today we’re picking up our item support plans from last year. You can see the plan for pricing of items support and our timelines over on the Market Blog.

We’ve already had a lot of discussion about the new item support plans so we’d like to focus this conversation on the pricing and timelines and not the elements of the plan we discussed previously (like opting in/out, updates, the definition of support).

We’ll be watching this thread and looking for questions that are coming up consistently to answer them together. You could see any of myself, andrewf and/or members of our Community Team answering questions here. If there are any days that we’re not able to do this, we’ll be in touch to let you know.

Thanks!

Here are some answers to key questions.

Here are more answers

And some more answers

61 posts
  • Has been part of the Envato Community for over 2 years
  • Located in Australia
  • Has collected 10+ items on Envato Market
  • Member of the Envato Team
+2 more
stewboon
Envato team
says

A few weeks ago we released a new proposal for an item support model on ThemeForest and CodeCanyon.

On top of the new model proposal we said we’d come back with more information about pricing and timelines. It turns out we’ll need to come back to you about this later. There’s lots of discussion and change going on in another of our teams around VAT and the business model. As Collis mentioned in his recent post, we’re investigating ways we can alleviate and address concerns around the business model.

While we’re doing that, we’re slowing down our announcement around pricing related to item support and relooking at our timelines to make sure they still work alongside any changes happening elsewhere.

In the meantime we suggest authors start planning for the item support changes including thinking about which of items on ThemeForest and CodeCanyon they will support. We also recommend that authors remove any references to “Lifetime support”, “Unlimited support” or other similar phrases from item pages and in other places that may lead buyers to believe that support has no time limits.

As we said in the original blog post, we are not sure of the exact date but are still aiming to start the new model in the first half of 2015. This is still the case and in addition to coming back to you about pricing and timelines soon, we will be sure to provide plenty of notice to properly prepare for the change.

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