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uouapps says

Thanks! @uouapps this kind of contract seem legit, any official writings? afaik you’r using helpscout as well, how do you like it (in terms of support staff)?

Hi again, yes a simple agreement mentionning terms & conditions of the collaboration, it’s important you underline the intellectual property of your work & confidentiality issues towards buyers, if you really want to take it further then a clause of non-competition/disclosure (especially in your case you’re doing awesome projects (i’m a big fan of your white label and the airplane icon that shows an animated tour of the site is a piece of art :) )

I’m extremely grateful that you pointed out helpscout becuase it’s very well done (you realize that the guys brainstormed about it and didn’t just through another CRM software like many others do) the staff have been quite responsive (they actually know you quite well after the message I sent them about you they immediately got back)

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revaxarts says

Thanks uouapps!

Nice tips – specially the thing with the “intellectual property”


the guys brainstormed about it and didn’t just through another CRM software like many others do.

Yeah, I like it that my customers don’t have to signup to (another) forum or ticket system. Email support is pretty awesome :)


...they actually know you quite well after the message I sent them about you…

:ohrly: maybe because I often write them for suggestions and improvements – the devs must hate me :D

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uouapps says

Thanks uouapps!

Nice tips – specially the thing with the “intellectual property”

Yeah, I like it that my customers don’t have to signup to (another) forum or ticket system. Email support is pretty awesome :)

I just wish Envato could create the option “private comment” so that people could share their credentials directly from the comment section without needing to send a PM, especially from the moment we get the script with post_comment working

:ohrly: maybe because I often write them for suggestions and improvements – the devs must hate me :D

I sent them some suggestions as well, i don’t think their proactivity will go beyond the commercial viability that I represent for them ($30-$45/month)

in any case I’ll be using helpscout until we finish developing our own CRM tool, I’ll send you an invite once it’s ready I’m sure you’ll like it + we love constructive criticism :)

Cheers UOU

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fillerspace says

Would anyone be willing to share a ballpark figure for the hourly rate they pay?

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dtbaker Volunteer moderator says

Would anyone be willing to share a ballpark figure for the hourly rate they pay?

yep interested in this too.

last couple of people I tried to get to help me ended up costing a fortune and it wasn’t worth it.

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fillerspace says


Would anyone be willing to share a ballpark figure for the hourly rate they pay?

yep interested in this too.

last couple of people I tried to get to help me ended up costing a fortune and it wasn’t worth it.

I do know this much…back in 2011-12 I applied to a bunch of posts on Themeforest by top authors at the time (FreshFace, PixelEntity, etc.) and they all balked at my rate, even though I offered a severely discounted $25/hour. This included not just basic support, but also advanced troubleshooting, bug fixes, and customization. Clearly the going rate is much less than $25, which puts Americans at a disadvantage, especially where I live (Los Angeles).

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revaxarts says

$ 25,- seems expensive to me, 5×5 hours a week would cost $ 2500,- a month

Does anyone pay per tickets solved?

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fillerspace says

$ 25,- seems expensive to me, 5×5 hours a week would cost $ 2500,- a month

Hopefully if you need 5 people working 5 hours per week each, you are making a lot more than $2500 a month. In Ruben’s survey, Themefusion was the largest team reported, at 6 people, and they are the top seller at $150k+ per month. If $25 is too much, what is reasonable? $15? $10? $5?

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dtbaker Volunteer moderator says


$ 25,- seems expensive to me, 5×5 hours a week would cost $ 2500,- a month
Hopefully if you need 5 people working 5 hours per week each, you are making a lot more than $2500 a month. In Ruben’s survey, Themefusion was the largest team reported, at 6 people, and they are the top seller at $150k+ per month. If $25 is too much, what is reasonable? $15? $10? $5?

I think this is 5 hours per day for 5 days a week (Monday to Friday).

If I hired someone they would need 3-5 hours a day to answer my support questions. Maybe I should make better products? lol

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LCweb says

Another interesting thread by Revaxarts and has always been my biggest drama as author.

Well, currently: I do everything. Sell about 700/800 plugins per month. Have ~80 tickets per week. Answer to everyone each 12/15 hours, 4/6 hours a day. Pay myself.. zero :D

Last year I tried assuming a support girl, paid around 700$/month to do basic support: max 4 hours a day splitted in two sessions, 7 days a week. Things went worse since I spent more time teaching her with unhappy customers..!

In my opinion, a good support member worths right money. specially if He can handle complex cases with JS/PHP management. The amount of stress avoided is huge and you can focus on developing.

I’d consider also a progressive remuneration: a base of 6/700$ per month for the first month and if the guy is really helpful he can get increases. Having time to work and expand my business means more money for everyone

But how to find a support guy without losing time and money? this is the true point for me.

PS: really amazed by Ruben’s survey: really F authors spend less than 10hrs /week on support???

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