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fillerspace says
Haha, just for fun, I dug up one of the old emails I sent 3 years ago
I live in Los Angeles, CA, and I work full-time as a software engineer for a startup. I just recently left ClearChannel Communications where I was lead developer on the redesign of www.rushlimbaugh.com (front end and back end), and audio/video migration from RealPlayer to HTML5/Flash for www.jimrome.com, www.coasttocoastam.com, www.hannity.com and others, as well as iPhone app development on AT40, Coast to Coast AM, and Glenn Beck apps. Previously, I worked at Internet Brands where I worked on platform migration and redesigns for www.steves-digicams.com and www.ultimatecoupons.com.

I am proficient in PHP (object-oriented), HTML5, JavaScript (raw, and jQuery), and I currently provide ongoing WordPress customization and maintenance work for several ThemeForest members. In addition to basic support, I can also modify themes, fix bugs, and add new features. Here is an example of a theme I developed to practice WordPress theme development: [dead link].

The job post mentioned 1-2 hours per day on business days, but I am available 3-4 hours per day, and on weekends as well. My salary requirements are $25 per hour, or $550 – $1100 per month assuming 1-2 hours per day on business days. I am open to answering a few tickets free of charge so you can judge my work.

I look forward to hearing from you.

And the response:

Thanks for your interest in our support post. Unfortunately your hourly rate is too high for us right now. We have consequently gone with another applicant. We will keep your detials on file and if the post opens up again, we will give you a shout. Thanks for taking the time to write to us and best of luck with your ongoing work.

I thought at least they’d take me up on my offer to answer a few tickets for free!

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fillerspace says

Here is another excerpt from an email in 2011 where I proposed an alternate pay structure:

...I would say as a ballpark, roughly 10% of gross sales (before Envato’s cut) would be a good starting point for negotiations. So an author with 100 WordPress sales in a month that we handle all support for would pay $350 (100 x $35 * 10%), and an author with 1000 sales would pay $3500. It would also be possible to come up with a flat fee per ticket type, and have you hand off certain tickets of a known type. For example, $20 to log into a customer’s admin and make the theme look exactly like the demo (I use this example because someone literally paid me $20 to do exactly that after reading my post on ThemeForest). This approach would work particularly well with theme customization requests, where you could quote buyers one fixed cost, and pay us another.

There were several emails back and forth, but in the end, it didn’t work out, though price wasn’t the major issue there. Instead, there was a requirement for 30 minute response time for tickets, and I could only commit to that during limited hours, otherwise there would be a 4 hour response time.

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LCweb says

30mins answer is totally crazy. Working globally is not possible.

But also 2 hours a day / 5 days at those rates are way too expensive mate ;)

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SamBerson says

30mins answer is totally crazy. Working globally is not possible.

I’ve done it so far – admittedly though, none of my tickets arrived when I was asleep ;)

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fillerspace says

But also 2 hours a day / 5 days at those rates are way too expensive mate ;)

That’s what I soon learned…$25/hour is too expensive for Themeforest. Note that the second email was a conversation with a different author, and the agreement was to handle all support for their items, not just a certain number of hours per day.

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greenline says


30mins answer is totally crazy. Working globally is not possible.
I’ve done it so far – admittedly though, none of my tickets arrived when I was asleep ;)

I had support requests during the night and the phone notifications wake me up. I answered some tickets at 4am or 5am in the morning. People (buyers) need your answer right at that moment, not after 1-2 days, it’s a fact!

I find it very reasonable to be paid per tickets solved, not per hour.

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fillerspace says

I find it very reasonable to be paid per tickets solved, not per hour.

Would it be the same rate for all tickets? Or different amounts based on the difficulty? A ticket like “missing style.css” would be a 30 second ticket, while one like “The latest version of Opera throws a security error in the console only on Tuesdays” would take longer to close.

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greenline says


I find it very reasonable to be paid per tickets solved, not per hour.
Would it be the same rate for all tickets? Or different amounts based on the difficulty? A ticket like “missing style.css” would be a 30 second ticket, while one like “The latest version of Opera throws a security error in the console only on Tuesdays” would take longer to close.

If I would use a ticket support system, I would use one having the possibility to assign a difficulty for each ticket. Then, I’d pay for ticket, depending the difficulty.

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fillerspace says

Is there anyone willing to answer the following question:

How much would you pay per ticket if someone closed the following tickets:
  • Missing style.css, can’t install theme
  • How do I make this theme look exactly like the demo? (assume theme has an import xml)
  • How can I make the header and footer full width, but the body fixed width?
  • How can I change the color of the header background to a gradient? (assume it requires css)
  • How can I just display the first 100 characters of each title, without cutting off mid-word? (assume php)
  • How can I make this theme look like [insert site].com? (just provide quote, not do actual work)
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iHelp says

Hey Xaver, if you’d like to hear my experiences in this branche as a full time support staff, shoot me an email with your Skype name and we can have a chat. We haven’t been chatting in ages anyways :nerdy:

I can not only share my experience with forms of payment and contracts, but I’ll also gladly recommend or warn you about possible applicants.

Cheers

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