Why paid support?
April 3rd, 2007 by mira
Out of the many types of queries we get from users, one particular query which appears repeatedly is ” what is paid suport” and “why paid support?” Often, the users feel with the abundant resources like Forums for all types of discussions and WiKi which takes care of Documentation needs, is there at all a need for Support services! If yes, what are the type of services offered?
- Remote Installation: This we undertake after collecting system details and comparing them with our installtion pre requisites. Then we arrange to install the product remotely in your set up.
- Annual Support: This type of support service is for those who subscribe to support for a period of one year, and it is based on the user count,i.e, if there are 5 users in your set up, then you could subscribe to 5 user pack.And yes, here, you have
- access to your self service portal,
- complete access to Docs,
- assured response for your trouble tickets and email support, and
- bug fixes & minor feature enhancements .
- Training: We normally have Training Programs scheduled every month, for a week’s time.Those who wish to subscribe to this can choose the respective sessions that they require or could subscribe to the Complete package. BTW, Basic Training is compulsory for all sessions. If there are any immediate priorities for the user, we even arrange for customized sessions in advance of the fixed schedule.
- Customization: We offer professional customization services to our users after thorough requirement gathering and analysis. After this, we make our time/effort/cost estimates to take up such customization and quote for the same.Once this is accepted, we go ahead and customize the product to suit specific needs. Please, here it is important to note that customization service is a separate service altogether and does not mean to be included under our Annual Support!
We have had customers who have said, “but I thought it was all included under the annual support!”,Customization service requires allocation of dedicated time and resource , which is why it is charged separately.Fair enough?:-)
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Great topic, mira.
But I think that payd support is a fast way to find the right information.
Some people don’t know yet how to browse in a Forum or search for answers in Google.
So, paying for support they can receive the right information in real time.
Bye!
Also, I think that the Docs may have full access for anyone.
When we see new version?
I would (will for clients) pay for support when it is a mission critical application.
End of Story.
To not have support unless you are an absolute php, mysql, linux Guru who sees and speaks in code when you have a lot of people and or money depending on the system would be financial suicide.
If it is for myself then i can muddle through most of the time. The forums suffice for that.
Thanks for sharing your viewpoints, Albert & John. BTW, B, do check out our forums and blogs for the status of our release activities and updates.
Good Luck!
mira.