901 posts
  • Has been part of the Envato Community for over 4 years
  • Has referred 1+ members
  • Has been a beta tester for an Envato feature
  • Has collected 10+ items on Envato Market
+4 more
Gareth_Gillman says

Great news. Thanks for that! ;) I guess the support pack will have it’s own purchase code so we can make amendments to our support system. Will there be changes to API regarding that?
http://themeforest.net/forums/thread/important-changes-to-item-support/140218?page=2#1103518
233 posts
  • Made it to the Authors' Hall of Fame
  • Has been part of the Envato Community for over 3 years
  • Has sold $40,000+ on Envato Market
  • Helped several times protecting Envato Market against copyright violations
+4 more
SurStudio says

That wouldn’t work for everybody. I for example would NEVER do custom work for 20USD/hour. My minimum hourly rate is 40 USD. No one can tell me what’s the price of my work. Someone buys a pack and I’m obliged to do the work? No, thanks.

+1

203 posts
  • Has referred 1000+ members
  • Has sold $2M+ on Envato Market
  • Has been a beta tester for an Envato feature
  • Has collected 50+ items on Envato Market
+6 more
ait says


Great news. Thanks for that! ;) I guess the support pack will have it’s own purchase code so we can make amendments to our support system. Will there be changes to API regarding that?
http://themeforest.net/forums/thread/important-changes-to-item-support/140218?page=2#1103518

Sorry I’ve overlooked that one. Thanks!

182 posts Enjoy!
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $75,000+ on Envato Market and is now an Elite Author
  • Had an item featured on Envato Market
  • Won a Most Wanted contest
+7 more
XanderRock says

This is a very nice change :) But I think 6 months is a long time. It should be shorter, 3 months maybe. And that 72 hours is short. And ofcourse this shouldn’t be left out like rating system. Envato should get involved when it turns out to customization request. Something like Github system where there are options “feature request”,”customization request”,”error”,”bug report” would be useful.

1585 posts How's the surf doing?
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has been part of the Envato Community for over 3 years
  • Had an item featured on Envato Market
  • Made it to the Authors' Hall of Fame
+6 more
tommusrhodus says

I think it’s safe to say that every author here is looking for some solution to the unlimited free support issue that we have, but this isn’t the way to go, so far at least.

I think an author survey needs to be done, if you’re worried about the size of the survey, just do Elite authors (reason: we have more support customers and likely have faced more issues related to support) and ask us what we need to make this happen, as so far, December the 1st is going to be a grim day.

Please, please consult authors on an issue as big as this, we have feedback to give, and with a structured survey that feedback can be given in a structured, honest, and digestible way.

EDIT: The short version of my answer for a survey like this would go like this:

I’m 100% for these changes, even the 30% that Envato inexplicably gets only if you include a support system built right here on Envato Marketplaces. This idea will work, but only if I can provide support right there on the items. Sending buyers to an external support site (which I’m paying for) whilst maintaining this system is going to be a nightmare for authors.

11 posts
  • Has referred 1+ members
  • Has sold $5,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Won a Most Wanted contest
+2 more
mimesisthemes says

Though the limited-time support seems to be a good idea, I fear most of buyers will mis-understand what “support packs” really are and think those include other services as well – such as customization.

8134 posts
  • Has been part of the Envato Community for over 5 years
  • Has sold $40,000+ on Envato Market
  • Sells items exclusively on Envato Market
  • Has referred 10+ members
+4 more
doru says
quote from blog article
  • Extended support will be available for purchase as “support packs”, introducing a new source of revenue for Authors
  • Authors will receive 70% of the total price of a support pack regardless of their exclusivity or all-time sales

if buyer want to pay for advanced support

  • before: you get 100% of the money.
  • after, you get 70% of the money

more likely this will be integrated with envato studio.

The process of working with the buyer will take place on envato studio as the functionality already exist.

questions: you will be allowed to provide the same service outside envato? Can you propose the buyer paid customization that don’t involve envato?

My bet is that you will not be able to do it. You will need to use envato network.

question: you will be able to decide the pack cost or will be fixed?

I think it will not be fixed but will have a bottom limit (probably 50$)

834 posts
  • Power Elite Author: Sold more than $1M on Envato Market
  • Won a competition
  • Made it to the Authors' Hall of Fame
  • Has sold $1M+ on Envato Market and is now a Power Elite Author
+7 more
wpbakery says

In my personal experience licenses for software are selling in “years” periods. So I think that this should be 1 year of updates and support (access to support forums/ticket system to get help with basic questions not related to customizations and server wise problems).

Then, user should have an option to renew that license in order to receive updates and support (if needed). Most value for users is coming from updates (when project is online). Recurring payments will add another stream of revenue for authors and Envato – as a result buyers will have up to date products (items), because authors will be motivated to continue support of their items.

Michael

631 posts
  • Has referred 50+ members
  • Has sold $10,000+ on Envato Market
  • Has collected 10+ items on Envato Market
  • Made it to the Authors' Hall of Fame
+4 more
phpbits says

No no no!! Even though we are giving supports currently. Making it mandatory for six month isn’t good! I agree with @digitalscience and @designnova. And this will give more reason for the buyers to threaten us with the ratings since you are not doing anything about it. You can’t remove the ratings even though it’s clearly not the authors fault. Also 72 hrs is not enough for a single author, envato support weren’t that fast even though you have dedicated support team. I hope this will have a clear guidelines before it starts.

Cheers!

110 posts
  • Elite Author: Sold more than $75,000 on Envato Market
  • Has sold $125,000+ on Envato Market
  • Had an item featured in an Envato Bundle
  • Has been a beta tester for an Envato feature
+4 more
djwd says

This is a move in the right direction to me, but there are too many things that still need lots of thinking. Please listen to your author’s feedback, this is not like ignoring 99% of negative feedbacks about new badges or the progress bar, changes on this subject could really overturn and decide the future of the whole Market.

I won’t raise doubts other fellow authors pointed out already, my biggest concerns are:

1. As you state on the blog note:

Our pitch was low price themes with no support, targeting professionals.

So the new pitch turns to low price themes with mandatory support? You just can’t add a service/value (on author’s shoulders) and keep the same prices.

Imho it should be something as simple as:

Buy item no support 58$
Buy item + X months (standard) support 108$

2. If you want to charge 30% on our support job, you have to provide something in exchange -> An awesome built-in Support platform prior deploying any other change.

3. 72hours time limit to reply tickets (but probably limits in general) is unrealistic. Envato support itself with an entire dedicated support team takes 5-7 days to process tickets, it should be mandatory for us to reply within 72hours including weekends? Especially considering most of us are a one-man team.

I won’t even mention the (important) side effects about blackmailing/rating/vacations/refunds/etc. related issues.

This will make us slaves to the markets and it will lead to many authors that consider Envato as a side earnings revenue to leave.

Unless your goal is to end up with yourself and the top 20 authors selling here, any change in this direction need lots of further thinking imho.

Helpful Information

  • Please read our community guidelines. Self promotion and discussion of piracy is not allowed.
  • Open a support ticket if you would like specific help with your account, deposits or purchases.
  • Item Support by authors is optional and may vary. Please see the Support tab on each item page.

Most of all, enjoy your time here. Thank you for being a valued Envato community member.

Post Reply

Format your entry with some basic HTML. Read the Full Details, or here is a refresher:

<strong></strong> to make things bold
<em></em> to emphasize
<ul><li> or <ol><li> to make lists
<h3> or <h4> to make headings
<pre></pre> for code blocks
<code></code> for a few words of code
<a></a> for links
<img> to paste in an image (it'll need to be hosted somewhere else though)
<blockquote></blockquote> to quote somebody

:grin: :shocked: :cry: Complete List of Smiley Codes

by
by
by
by
by
by