I get a lot of buyers asking me how they can pay for quick support, so I’m thinking about offering an optional “Priority Paid Support” feature to all buyers (in addition to my normal free support). Paid support will simply move the person to the front of the queue – so I’ll resolve their questions before anyone else.
Do any other authors do this? I would like to see their idea on prices or what they cover in paid support.
personal i just say donate if they wish, most people do because they value that developers are often bussy.
What if you have like 20 paid support requests – will they be resolved in chronological order, or based on the amount they pay; or are you thinking of a flat rate?
that will be nice
It would be nice if we have something like a “donate” button on our profiles, so if a buyer is happy with your support, he can throw a buck from his deposit, if he wants?
I don’t see this happening, only if it’s included as an extra when customers purchase the theme. Like +20$ premium support = 10 small changes to the theme. Other than that i rarely get a customer, even if i make a lot of changes and tell them that is it, i cannot do more, tell me to guide them on how to do it, and take even more time, and when i say get a freelancer, they say they did not find one?!!? So i am stuck with 100s of changes to the theme’s every week.
not a good idea imho: even with free/optional support, some buyers comes with all kind of customization requests. Once they paid for it, it will be really hard to make them understand support != free customization.
I’d be more than happy to pay for support if I really need it. However, just as pixelentity says, some might consider it as free customization too. Though this is pretty easily avoidable, add a pricing table, make 2-3 variations of paid support. Something like:
Plan 1 – Free, Plan 2 – $10 Support, Plan 3 $$ Support + Customization
Something like that might work, as people who’d like customization work will most likely signup for the support+customization and even some who only needs support will do too, just in case they need something customized in the future. It’s a win win really. Just be careful with the pricing and what types of customizations you offer (only basic would be enough imo, like buttons, menus, formatting, etc).
Just my 2 cents on all this
Customization must never have a fixed support fee. Never. You should charge per the customization or the hour for that. For me, I’m going to purchase the SupportPress theme, and offer free support on the forum (for users who purchased the plug-in) and Tickets support for users who pay a small yearly fee (like $49 or so).
Ticket support is not customization. It’s just premium support and for customization we can discuss that.