115 posts Too Much is Never Enough
  • Elite Author: Sold more than $75,000 on Envato Market
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premitheme says

Would this mean I can’t sell my support anymore? What next, paid customisations, so I can’t charge for customisations anymore?

This is another problem Envato have to deal with if they insist on their policy change. Many authors already offer paid support how can you deal with this.

Please guys give suggestions for this situation. If anyone interested in reading my suggestion, it’s in the previous page … http://themeforest.net/forums/thread/item-support-timeout-gathering-more-data/140559?page=21#1109070

324 posts
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+2 more
squaredWeb says


Would this mean I can’t sell my support anymore? What next, paid customisations, so I can’t charge for customisations anymore?

This is another problem Envato have to deal with if they insist on their policy change. Many authors already offer paid support how can you deal with this.

Please guys give suggestions for this situation. If anyone interested in reading my suggestion, it’s in the previous page … http://themeforest.net/forums/thread/item-support-timeout-gathering-more-data/140559?page=21#1109070

We should just remove the term support from the equation, it’s too open for interpretation.

Make some kind of warranty mandatory (item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months). This will also remove a lot of frustration from authors, as with the term support, of course some people will think you will do a certain degree of customizations for them, or install WordPress for them and so on. Nobody will think of those things if you change the term support to the term warranty.

Then give authors the ability to sell support, customizations and so on on a voluntary basis with their own prices (in a given range – similar to the old elite author price adjustment tool), give us a forum for that and take your 30% off of that.

57 posts
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nicole_89 says

I heard some authors in previous posts that agree with mandatory support if a support platform is provided.

Besides the fact that I don’t agree being forced to provide a service I also don’t agree giving 30% for a support software, a saas software has a fixed monthly cost, except a small payment processing fee I don’t see any justification for a percentage commission.

Also this 30% comes from providing a service not selling stock items, with more demanding customers this will be hard work, giving almost a third of the revenue for just using a software doesn’t make sense for me.

Giving a percentage for theme exposure makes sense because there are many resources spent on marketing and running the marketplace and there is a lot of value provided by the exposure that justifies it.

I really hope there will be an opt out from this.

852 posts
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Dream-Theme says


First and foremost I’m not an Envato staff.

who said you are?


Second. You can continue wasting time and energy on unproductive verbiage (IMO).

if you don’t have the time, or don’t care to read what I’ve posted what about not labeling my words as “wasting time” and “unproductive verbiage”?

I’m starting to have enough of people saying me that I’m wasting my time.

If you have arguments on the subject of this thread please write them down so staff can understand what you think about this.

I’m pretty sure this thread is not called “Tell Doru how he is wasting his time”

I perfectly know I’m wasting my time, can I do it in peace at least?

Hey, I was not aiming to offend you. My bad. Sorry.

All I’m saying is we’re asking Envato to treat us, authors, as partners. So lets treats Envato correspondingly. IMO instead of “they should hire more staff” approach, we should help them to hear us. In other words, less words but more constructive. Again it’s only MY opinion and I do not impose it.

60 posts
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Splendous says



Would this mean I can’t sell my support anymore? What next, paid customisations, so I can’t charge for customisations anymore?

This is another problem Envato have to deal with if they insist on their policy change. Many authors already offer paid support how can you deal with this.

Please guys give suggestions for this situation. If anyone interested in reading my suggestion, it’s in the previous page … http://themeforest.net/forums/thread/item-support-timeout-gathering-more-data/140559?page=21#1109070

We should just remove the term support from the equation, it’s too open for interpretation.

Make some kind of warranty mandatory (item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months). This will also remove a lot of frustration from authors, as with the term support, of course some people will think you will do a certain degree of customizations for them, or install WordPress for them and so on. Nobody will think of those things if you change the term support to the term warranty.

Then give authors the ability to sell support, customizations and so on on a voluntary basis with their own prices (in a given range – similar to the old elite author price adjustment tool), give us a forum for that and take your 30% off of that.

Agreed- “Zero bugs policy” kinda terms we used to describe the warranty we would given to our work/customization- it works nicely to give proper impression that “item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months”.

“Support” is a vague term- gives wrong message most of the time if not always.

1 post
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CBTplayer says

Thank You

1767 posts Multimedia Artistry
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dnp_theme says




Would this mean I can’t sell my support anymore? What next, paid customisations, so I can’t charge for customisations anymore?

This is another problem Envato have to deal with if they insist on their policy change. Many authors already offer paid support how can you deal with this.

Please guys give suggestions for this situation. If anyone interested in reading my suggestion, it’s in the previous page … http://themeforest.net/forums/thread/item-support-timeout-gathering-more-data/140559?page=21#1109070

We should just remove the term support from the equation, it’s too open for interpretation.

Make some kind of warranty mandatory (item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months). This will also remove a lot of frustration from authors, as with the term support, of course some people will think you will do a certain degree of customizations for them, or install WordPress for them and so on. Nobody will think of those things if you change the term support to the term warranty.

Then give authors the ability to sell support, customizations and so on on a voluntary basis with their own prices (in a given range – similar to the old elite author price adjustment tool), give us a forum for that and take your 30% off of that.

Agreed- “Zero bugs policy” kinda terms we used to describe the warranty we would given to our work/customization- it works nicely to give proper impression that “item has no bugs – bugs will be fixed, item works as advertised, item will be updated for x months”.

“Support” is a vague term- gives wrong message most of the time if not always.

+1 This sounds great.

10 posts
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  • Has collected 10+ items on Envato Market
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+1 more
GambitTech says

Why not just offer two things to buyers: 1) same price = no support, and 2) higher price = with 6 months support. No mandatory stuff. Why impose support to authors who don’t want to? Just incentivise those who do give support.

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nCrafts says

Why not just offer two things to buyers: 1) same price = no support, and 2) higher price = with 6 months support. No mandatory stuff. Why impose support to authors who don’t want to? Just incentivise those who do give support.

The easiest solution. Also, if someone choses to opt-out, he can still sell support outside.

75 posts
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Leokoo says
Here’s something to read :)
http://www.poststat.us/backupbuddy-gold-and-unlimited-updates/

As Cory notes both in his post today and the one last August, support is the real killer when it comes to offering unlimited anything (at least in terms of plugins, themes, etc., as opposed to hosting). By capping support at one year, iThemes is attempting to limit their exposure to support costs for any given customer. However, I suspect that if they were to track their support interactions by customer (and I hope they already do this), they’d see that most support requests occur early on in a customer’s lifecycle, with little to no support requests after someone has been a customer for over a year. Because of that, the one year cap on support probably wouldn’t matter for most customers.

On the other hand, there does exist the possibility of a “problem customer”, so to speak – someone who just can’t be satisfied, and is always coming back with another problem. This is where I think capping support at one year will pay off; it essentially functions as an insurance policy against those problem customers, while not negatively impacting “normal” customers.

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