Rank: Member
Joined: 11/6/2003(UTC)
Posts: 1,903
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Great points Jason.
We tell our clients not to bother BV with simple questions and just ask us. We work with it every day and are always here. I would say we answer at least 100 BV support related questions a day. If that frees BV up for a few hours a day, it's a few hours they can keep their heads down coding.
If we charged $10.00/mo like a lot of hosts we could never provide application support. When we began focusing on ecommerce hosting 10 years ago it was with the understanding that it would be the most demanding from a support and reliability sense and price our services accordingly. This is directly related in the sense that in the same way we can't provide what we do for $20.00/mo. BV can't provide 100.00/mo worth of support with a $500.00 base product price. At 3-5K they could do it but that would leave a whole lot of merchants looking in wishing they could afford this great application.
When we contact BV for support the reply is always within a day, the solutions come back in various time frames, but in their defense we just don't ask simple questions. It's usually show-stopper stuff and I can't imagine the time it took BV to provide all the solutions. For us it's always high level support and always fantastic.
What I would like to see from BV the most which will actually reduce and improve the whole support issue is stronger pre-release testing. |
Noah |
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Rank: Member
Joined: 4/9/2008(UTC)
Posts: 13
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Has anyone considered a per ticket cost basis? Giving a certain number of "free" tickets at the initial purchase?
As a development company reselling your product as a part of larger applications/sites, a 30 day support is useless to us. By the time we're into the testing phase and running into support issues, we're well out of 30 days. However if we only had 5 tickets/license, and could use them whenever we wanted within the lifecycle of the project, it would make a whole lot more sense. Not to mention limiting the number of people sending you more frivolent tickets without having checked the KB and forums first, as they have a limited number of them, and have to pay PER issue afterwords.
I think this could benefit both sides of this issue.
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Rank: Member
Joined: 11/5/2003(UTC)
Posts: 1,786
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Rank: Member
Joined: 5/29/2007(UTC)
Posts: 12
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For what it's worth, I like Denny's suggestion of including a certain number of support incidents with product license purchase, rather than 30 days, for the same reasons he mentioned.
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