Customer LoginSupport and things to come
Antonie has asked me to start contributing to the blog. In this my first post I want to deal with a number pressing issues:
Support
Firstly support has become a problem. The following will be implemented to improve matters.
- I will be dealing with support queries. email: support@tribulant.com
- A support ticket system is to be implemented. Tribulant has grown to the point where the many of the forum posts are falling through the cracks and Antonie cannot handle both the development and support.
- The forum will be cleaned up any we ask any customers to lodge a proper support ticket for any outstanding issues. The change over will be phased in between now and the end of the year. In the meantime I will attempt to track and co-ordinate support via email.
- The use of the forum will be more strictly controlled and negative posts, slurs, un-warranted comments will be removed.
- The forum is to be changed to a place of general discussion, requests for features in future releases and positive interaction between the user base.
Support Payments
At the moment a charge of $5.00 USD per product is levied every 3 months for those who want to keep their products up to date. It is under review to introduce a structured fee whereby a user may elect to buy support for a 3, 6, or 12 month period. This is upgrade support. We are not charging for support on installation queries, problems or installation, however customers who have issues will be able to open a support ticket and these will be dealt with on a ad hoc basis. Tribulant stands by its customers and we will do all we can to assist. This support should be seen as “road side assistance” very much like one received from the Automobile Association when your car breaks down. More serious issues will be categorised and those involving installation will give you the client the choice of purchasing an offsite installation assist. This is not a new concept and many service companies such as Sky, Virgin etc charge for an engineer to come out to do a site visit.
