Is support still a thing?

  • I have used the old forum for support a lot in the past and thought it was a great solution. I have gotten fast support from the helpful and friendly community, and expert advice and knowledge from Drew and Rachel. I appreciate that its open as I have been helped so many times from other people who have already asked and answered my question.


    The new forum and wording (from support to forum) makes me worried, is developer support no longer a thing? Was it ever supposed to be a thing? Installing a forum and then relying on your community to support your product really isn't support. While the documentation is good it isn't good enough to stand on its own.


    For an extra 50 dollars craft cms does everything perch does, has more documentation and more importantly developer support. The weakened commitment to support kills perch's offering as a professional cms, and it worries me a lot.

  • drewm

    Approved the thread.
  • With Perch 3 we offer unlimited support for getting Perch installed and fixing problems you encounter getting up and running with it. We also offer free updates to the software for the life of that major version. This was the same with Perch 1 and 2 when they were active products.


    This is changing with the upcoming Perch 4 release, where support and updates will be limited to 12 months from purchase. After the 12 months you'll be able to renew to keep getting support and updates.


    https://grabaperch.com/blog/ar…-find-out-what-comes-next

  • Post by nascent ().

    This post was deleted by the author themselves ().
  • Hi Drew,


    Just on this note, when you say "updates" do you mean features or security updates?


    As an example, when Microsoft phase out products, they continue to supply security updates until an EOL date expires.


    I'm concerned whether or not Perch will become like WHMCS, whereby it seems they are nothing more than mere rent seekers.


    Best

  • Just on this note, when you say "updates" do you mean features or security updates?

    Yes, both features and security updates.


    As an example, when Microsoft phase out products, they continue to supply security updates until an EOL date expires.

    Microsoft is a much bigger company, charging a lot more for its products and services than we do.


    I'm concerned whether or not Perch will become like WHMCS, whereby it seems they are nothing more than mere rent seekers.

    I'm afraid I'm not familiar with WHMCS.

  • walker I'm not trying to be a Perch apologist because I'm willing to call things out when I see them. I understand that you are willing to pay additional for support, but some of us aren't. In that same vein I don't expect Drew and Rachel to be on these forums every hour of every day responding to problems. Due to the price point I feel like the problem fixing is mostly on me. To me there is a trade-off, because it is impossible to develop software that is all things to all people. Drew and Rachel have both helped me quite a bit in the past and for that I appreciate their help, but I don't feel they were obligated to do it.


    I did a great deal of research about 3 years ago on which CMS I wanted to use, quality, speed, flexibility, control and price were all factors that lead me to Perch. I have been thrilled with the 30 some projects I've built with Perch and it has fully met my expectations including the support. Support is time consuming and expensive, therefore due to the price point I don't expect a ton of support. Just my .02 cents.

  • > I did a great deal of research about 3 years ago on which CMS I wanted to use, quality, speed, flexibility, control and price were all factors that lead me to Perch.


    Me too but things change in 3 years and my loyalty is to my clients. Joomla extensions have a similar pricing / support model as perch 4 so I am fine with the new model. The old pricing / support model was better than Joomla now it's the same, thats fine but I find clients really don't like the Joomla support model, so I will have a harder time selling perch to clients, so I'm not going to sell as much perch, thats all i'm saying.

  • The old pricing / support model was better than Joomla now it's the same, thats fine but I find clients really don't like the Joomla support model, so I will have a harder time selling perch to clients, so I'm not going to sell as much perch, thats all i'm saying.

    What will you sell instead?