forum home | register | profile | members |search | faq
homepage | lost password? | chat room
|
|
QSA ToolWorks Public Feedback Forum forum home | register | profile | members |search | faq homepage | lost password? | chat room |
| QSA ToolWorks Public Feedback Forum > Fee-Based Technical Support > Pricing of the Plans | You are not logged in. Login or Register. |
| Pages: 1 |
|
| Author: | Topic: Pricing of the Plans | |||
Matt Posts: 107 Registered: 2003-02-16  mstrange@mac.com  |
 Posted: Mar 31, 2003 6:49:41 pm    
All prices are listed in US dollars. A unit is defined as one support incident of 15 minutes or less. New and Upgrading User: No charge. 2 units included with each purchase of RADE or Engine, 4 units included with each purchase of Server. Casual User: $20 per unit. No minimum purchase. Business Professional: $15 per unit. $300 minimum block purchase. Business Professional Plus: $750 Annual fee. Includes 40 support units, product discounts, support unit conversion, drop everything collection repair. Solution Developer: $1000 Annual fee. Includes 40 support units, product discounts, support unit conversion, 1 Helix RADE license, 1 Helix Server license (2 Seats) for demonstration purposes, 1 Runtime Converter, Runtime Engine w/unlimited* distribution rights, Helix Trademark/Logo Usage, Referral Program Entry, free Helix upgrades** *Unlimited distribution requires distribution with a Helix database. **Free version upgrades only apply to the items explicitly part of the Solution Developer package. Administrative User: $5000 Annual fee. All Business Professional Plus benefits, plus… Unlimited Support Incidents (call us anytime), access to a Helix Tech Field Specialist (if required), on call application support for vacationing administrators. Field Specialist: Free: Field Specialist receives monetary compensation for on site support calls.
|
|||
| Matt Posts: 107 Registered: 2003-02-16 mstrange@mac.com |
 Posted: Apr 09, 2003 1:26:11 pm
Consider it this way: when you buy a Helix 5 product, you get "coupons" good for some tech support incidents. You can use them anytime you want to. Once you've used them up, you can purchases more individual units or purchase a package of units, thereby getting a discount on the 'per unit' rate. When you boil it down, the difference between 'casual user' and 'business professional' is simply a volume discount: if you buy 20 units (5 hours) in one chunk, you get a 25% discount. We also considered the standard "90 days free support" approach, but with Helix people often purchase, then wait for a good opportunity to actually deploy the upgrade, particularly in their Client/Server environments. Forcing those people into a time constraint didn't seem right, so we went with the "unit" idea.
|
|||
BKSLDR7 Posts: 8 Registered: 2003-04-09 |
Posted: Apr 09, 2003 8:16:00 pm
Given that support WILL change to a paid service I think that your current plan is a good one though Pam has brought up some valid points (her post was apparently deleted from this forum but reposted on the Helix list). I like the provision for the "casual user " and the idea of free units with a purchase. I think that this provides a basic level of initial support to make up for the fact that support will now be fee based. I would point out that the 90 day free support option could apply from the date of registration of a new deployment or first support call. This would get around Matt's criticism IMHO.
|
|||
| Matt Posts: 107 Registered: 2003-02-16 mstrange@mac.com |
Posted: Apr 09, 2003 11:04:06 pm
But... we don't require registration. And what if you bought RADE and Server both? (A common occurrence) Would you prefer 90 days from 'date of registration' or credit for 6 (2 + 4 ) tech units? Given the nature of the way Helix is sold, x free days just seems to be full of pitfalls. But if comments here counter that, well... we're listening.
|
|||
| chuckbo Posts: 42 Registered: 2003-04-09 |
Posted: Apr 10, 2003 12:44:23 pm
"The Solution Provider plan seems very pricy for those of us who are casual / parttime developers." Here's why I say that: As I look at what it gives you, my feeling is that it's a good deal if you need all of those items. - 40 support items @ $20 each would be $800. - Then the runtime converter and umlimited distribution -- the old Helix used to charge $500 or $600 for that. - Server for demonstration -- well, that might not be so useful; I have a feeling that if I had a hot client who wanted to see Helix in action on their network before buying 50 seats, HT would let me set up some type of time-controlled demo for them. All in all, the features that are useful for me is the participation in Helix events and some customer contacts, if that's possible. That's why I say it feels pricey for $1000/yr. I'm not convinced that I need to precommit to 40 support units per year, and I don't have any use, right now, for the runtime converter, as I don't have a packaged solution to distribute. And, maybe that's my source of confusion. Could it be that this support is for the Solution Developers who are creating and selling packaged products, and there should be something separate for Consultants. chuck |
|||
| BKSLDR7 Posts: 8 Registered: 2003-04-09 |
Posted: Apr 11, 2003 11:04:57 am
Re: 90 Day free support I see your point, Matt. I don't want to continue pointing out ideas concerning the 90 day option as I do think that the free unit idea is the better solution.
|
|||
keVin Posts: 30 Registered: 2003-04-09 |
Posted: Apr 11, 2003 11:45:55 am
I agree, units are better than 90-day limit. Solution Developer: I would appreciate more clarification on "support unit conversion." Does that mean unused units carry over from year to year? Either way it is preferable that developers obtain the standard allotment of support calls. Blocks of support calls should be a separate item. Although developers do require quick answers, most of the few calls made will likely be for emergency Collection repair. Administrative User: Perhaps in large installations this may be desirable. However, it seems that in such a situation a developer would be responsible for maintaining the site. The support plan offered by Helix Tech would overlap the service offered by the developer. There are probably only a few instances where orphaned customers have no means of support and would therefore require this level of support. What does "on-call application support for vacationing administrators" mean? "Access to a Helix Tech Field Specialist (if required)" sounds like the fee for on-site calls is included but elsewhere spec indicates it is billed at market rate. So it seems a customer is being charged to be able to pay a Field Specialist. - Edited by keVin on: Apr 11, 2003 12:08:45 pm - Edited by keVin on: Apr 11, 2003 9:44:30 pm |
|||
| pampine Posts: 8 Registered: 2003-04-09 |
Posted: Apr 11, 2003 5:03:38 pm
How about this: instead of worrying about all the things that don't impact a downsized Helix Tech, worry about those things that do. For example, providing free tech support is expensive, so maybe $20 per incident to everyone, except those new purchasers who have coupons? OK, now what else impacts Helix Tech? I'd say not much. So forget the rest of it until Helix is a viable product. Pam
|
|||
dkuchta Posts: 40 Registered: 2003-04-09 |
Posted: Apr 12, 2003 11:18:17 am
I think the plan for new users requires careful consideration. New users can get easily frustrated with the Helix paradigm that is significantly different from what they are used to, as well as installation issues etc. This is a delicate stage in a user's experience with a product and he can get easily turned off to using the product if his experience is not a good one. HelixTech need to be sure that new users have an easy road to their first successful project. Because of this, I think a pay-by-time plan for these people is not a good idea. If a user is frustrated and upset because he can't get by what is probably some simple stumbling block, and then the first thing he's told when he calls is that he's "on the clock" due to his included units, I think he'll just feel pressured not supported. These new users don't necessarily know the Helix terminology let alone common development concepts, and much of their time on the phone will be spent just trying to communicate what the problem is. I think there are alternative ways to handle this kind of user. One would be to provide 30 days free support, with pay-by-time thereafter. One of these threads mentioned that users often buy the product and then don't install it or start their project for several weeks or months. One option would be to allow 30 days of free support beginning with the first call. Another way to approach to this would be to have 2 categories of help (this applies to any user, not just new ones): 1) Tech Support - Installation issues, quick help (e.g. "why can't I get info from one form to another with the USeFrom tile"?), problem reports (e.g. "I think this is a bug") 2) Consulting - Longer term, helping the user figure out how to do something, creating a sample DB to send to the user, etc. Initially, when a person calls in, it would be considered tech support by default. However, the tech support person has the right to make a decision at some point that the call needs to continue as a consulting issue. This should be based on the nature of the call, not the time consumed. I would suggest that Tech support is handle on a pay-per-incident with 30 days free starting at the first call. This is how most tech support I've dealt with is paid for and it removes any time pressure on the user. The incident may require several calls to resolve over time, or it may be resolved with a single call. Consulting should be paid for on a per-time basis as most consulting is. If the user's problem was not resolved by tech support and he is told that he needs to pay a consulting fee to continue, he should have the option to decline without charge. As for the various plans proposed in this forum, these are just different “bundling” options, or volume discounts. I think they are good ways to allow flexible payment options for the consulting type of tech support.
|
|||
| keVin Posts: 30 Registered: 2003-04-09 |
 Posted: Apr 12, 2003 10:05:47 pm
Dan, you bring up some good points. It may be that the ones needing the service the most are the ones paying the least. In 12 years I've used no more than a total five or six units of true "tech support." Calls just to say "hi," to share ideas, or report bugs don't count. That's not to say that I had a thorough grasp of Helix from the jump. In fact, the program was used for one program for several years before I discovered "Custom Mode" at a Macworld booth. All this power to create application-like applications was in hibernation. Using the Helix List, old-time users learn to ask pretty specific questions. Newbies that want to know, "how do I build an inventory management system?" require more hand holding. Do you charge more for their lack of experience? Or do you charge the seasoned users more because they should know better. As a "solution developer," all I want to do is distribute Helix solutions in a format that protects mutual intellectual property (Helix Technologies and mine). For this, the runtime engine is useful. It's used more often to distribute demos than anything else. If the cost for this convenience is too high, solution developers will likely resort to other options. In the health care industry insured people in good health pay high premiums to cover for the uninsured. I am sympathetic to the need to generate necessary capital for continued development but it must be done in a manner that will not discourage users. From reading the proposed plans I get the feeling there are too many choices. People easily isolate things in threes (low, medium, high). Beyond that it just becomes difficult to grasp -- especially when each option must be qualified with considerable dialog. Just put a price on the developer tools and let people buy them. Don't charge to listen to ideas from developers. They are typically the front-line salespeople sharing how Helix can sell more product. Cherish their input. My three-shot suggestion would then be as follows: New Licenses: 30-day installation assistance from the time of the first call; 4-tech support units. Charge enough for RADE to cover it. If all boxes are raised perhaps $20, it would average out for the ones that call and the ones that don't. License Upgrades: 30-day installation assistance from time of first call (which will likely not be used unless there is a bug in the installer). No tech support units. Tech Support Units: $20 per unit or discounted to for $300 block purchase of 20. - Edited by keVin on: Apr 14, 2003 9:49:19 am |
|||
| Tim Posts: 2 Registered: 2003-04-10 |
Posted: Apr 13, 2003 11:10:29 pm
The units concept seems very equitabel, they are yours to use when you need them on your own time table. If one wants to use them during the educational curve that is their choice, but I think that would be expensive hand holding. It seems that the best way to educate oneself is to study the manual and use tons of trial and error. What about the numerous educational options availabel via the internet and courses. These all are specifically for education and the new commers should be encouraged to use them. Data base developement is not for those who do not have a tolerance for investment of both time and money. I think the unit prices are very fair. We must commit to supporting the folks who bring us this truely unique and powerful product.
|
|||
| Fred Posts: 57 Registered: 2003-04-10 |
Posted: Apr 16, 2003 3:29:28 am
What sort of support service will a non english speaking customer receive for his units ? I'm not trying to throw a spanner in the works just making sure they arent forgotten. Fred |
|||
| keVin Posts: 30 Registered: 2003-04-09 |
Posted: Apr 17, 2003 12:23:01 pm
Foreign language support? Well, there is always email and Babel Fish http://babel.altavista.com/ 
|
|||
| dkuchta Posts: 40 Registered: 2003-04-09 |
Posted: Apr 18, 2003 4:47:56 pm
Tim wrote: >> It seems that the best way to educate oneself is to study the manual and use tons of trial and error. >> What about the numerous educational options availabel via the internet and courses The person you're describing is a dedicated developer who is determined to learn Helix. And I agree. If you *need* to learn Helix, there are plenty of good resources if you make the effort (and pay the price) to take advantage of them. I'm concerned about the person who is not a dedicated developer, but could become one if he sticks around long enough to discover the charm of the Helix paradigm. This person had bought Helix because he needs to get some simple job done and has heard about its easy graphical approach to "programming". And yes, I think he needs a little hand-holding to get over the early bumps in the learning curve. At some point, for Helix to truly be a success in the marketplace, it needs to appeal to more than the die-hard developers on the helix list. It needs to be accessible by the masses. This means having good user documentation including tutorials with sample collections, as well as helpful tech support to answer some of those "stupid" questions and to make the early stage of a user's experience a positive one. To achieve that, I think its important to have free support for a short period, and then support that is incident-based, not time-based so that people don't feel like they are on the clock. Consulting is a different matter and should be paid by the hour. Its WAY too easy to forget about how "dumb" we all were when we first started using Helix (or any other complex software for that matter). :-)
|
| Pages: 1 |
|
| Lost Password? Powered by UPB Version : 1.8 A script by PHP Outburst |
