That’s not an issue. The customer can keep using the product indefinitely after purchase, the renewal payment would simply give him access to further updates. No updates = no renewal. As simple as that.
But how to be sure about REAL updates? I can easily upload a “new version” adding fake code and changing version number.
Not everyone is a trusted/elite author in here. I believe Envato wants to protect itself from possible complaints.
Maybe you misunderstood, but no one wants paid updates as in 1 update = $X, we just want the model every other sane market/shop out there uses.
As said, I do agree with paid updates, but this isn’t gonna working.
Unless you set licenses valid for only one year (but almost no buyer will stop using products after the deadline) the update model can’t work for everybody here.
There’s plenty of not updated items. You can’t charge for updates every X months..when you won’t ever update your products.
Worst month since December 2013.. quite shocking to be honest.
Among site slowdowns and DDoS attacks and holidays, has been a real disaster.
About paid updates: I agree with you since I regularly develop big updates for my top plugins, but is not a common rule.
Not everyone support or update plugins/themes and would be unfair to sell updates in this context. There would be full of authors uploading the same project with 2 more/less code lines and with a new version number.
Do you guys even realize what mess it will cause? If user who didn’t buy a support package goes to item comments, he still can read all author replies to the questions what user who have bought support package asked. The only difference is he won’t have a badge that he purchased it. Where is the logic? In that case add a basic support forum to author’s profile page, add threads that correspond to author’s items and give access only to users who purchased support package. Comments section will remain the same for GLWS messages.
This problem has been generated by years of wrong mixed-use. What Andrew says is right: being COMMENTS, also users without support must be able to read them (as well as unlogged ones).
But keeping answering to support request in there, turned them into “unofficial support platform”. This is bad for people who read of personal problems and/or solved bugs.
If anyone move to e-mail support or to a personal platform, denying answers into comments, this problem wouldn’t exist.
Personally I’d like to keep comments visible since I have many good feedbacks and feature-based questions in there, plus, I always suggest to move on my personal support site. Hope my words make sense.
4. If you control prices, why the hell support is so cheap? HTML template costs $25. Author gets $25 / 30% = $7.5 – 30% commission = $5.25 – taxes in my country = ~ $3. Is this a joke? For this 3 bucks i have to satisfy everyone from now on, now i can at least point to the documentation or ignore annoying users. But for $3 i can’t anymore.
And this for a 25$ template. I’ve got 5$ add-on
Thanks for the reply Andrew, however..
Improving Ratings We know that ratings is an important issue related to item support but to start with, we think the highest priority is to change the policy so that authors’ ongoing support liability is capped and stops growing which is why we’re tackling this first before looking into other improvements.
I really hope Envato is going to check ratings after Sept 1st and remove unfair ratings..or many of us will be ruined by 1-star rain..
So from September 1st there will still be another 6 months for buyers who have purchased before. After that if there are pre-policy buyers who still want support extended further and if the author agrees, then that can happen too.
So basically I have to sustain my 24K sales for other 6 months?
I really expected something to help me, not 6 more months where new customers (having paid support packs) become bossy and still have to back people from 2012….
In my opinion would be better to contact buyers with new support guidelines and announcing that 6+ months old purchases won’t receive support unless they purchase packs.
If the item advertised support for less than 6 months, that remains valid
So, do I have to write on my items that I only guarantee 6 months of support in order to avoid 6 more months in September?
Another point are prices: actually they are proportional to items price, but this is ok only for Themes.
I can even accept a proportional calculation for a 20$ plugin, but Codecanyon is full of 10$ scripts. How am I supposed to sustain mandatory support with few cents earned??
There must be a fixed base for support packs. In the end our time is still the same, 10 bucks item or not.
But it should be safe to assume everyone is familiar with the phrase “customer support”. So the rewrites could be:
“6 months of Customer Support included”
and:“Customer Support NOT available for this item”
Here are my points
- What about old customers? They must be prevented to get support if their purchase is 6+ months old, otherwise the whole speech here doesn’t have sense.
- When API will be available? Most of us run a support site and we must have the time to code/debug variations.
Would be also extremely helpful to have a test case (let’s say a fake user) to test support renewals and expirations
- What “Response time” option involves? Currently the phrase says “up to”, normally I answer to everyone in 24hrs but what if I (for some reason) can’t answer nor access internet for 3 days?
- (point #3 follow-up) The phrase should be “Response time normally takes up to 1 business day.”. This will avoid a lot of discussions with grumpy buyers in case of delayed answers.
- Ratings, ratings and again.. ratings. You all know that paid support with expirations is giong to bring tons of hassles with 1-star ratings. How do we protect against them?