Comments on: Support forum on weekend

By: Ashan Jay

Ashan Jay — Tue, 29 Mar 2016 05:00:55 +0000

Teemu, thank you for your honest opinion. And you are right I am being selfish for my team and my well-being. And like I said this is just a trial that we want to see how it plays out before making it a permanent thing. Cheers!

By: Ashan Jay

Ashan Jay — Tue, 29 Mar 2016 04:58:58 +0000

Sol, Thank you very much for your thoughts and your constructive input. You know I wanted to try this and see how users react and if they have bad impact we will surely change this. But you know what they say, it is good for the soul to take a break from things once in awhile.

By: Teemu

Teemu — Mon, 28 Mar 2016 14:05:07 +0000

Bad idea. That is simply lousy customer service to prohibit customers sending their tickets when the time is suitable for them. Internet is 24/7 and international, so by choosing the “opening hours” of ticketing system by your timezone and own schedule seems selfish.

Just my 2 cents. And forgive me being frank.

By: Sol

Sol — Fri, 25 Mar 2016 17:52:48 +0000

This is actually an interesting trial. Support is always a tough thing as a lot of user have great ideas how to use the plugins but are either quite new to WordPress or no developers. I have seen companies that work like this: You get the plugin and the updates. For customization work (like CSS edits) they had a one-time fee service you could buy. Only real bug fixes are free (they had a list of compatible plugins) and issues with other plugins was again a small fee. You could also buy (support) new features but these were then integrated into the next plugin release. But either way support is always the most demanding task even though it should be working on the plugins itself. Your support team is doing well and I wish you all the best for 2016.