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Support, How it’s done?

Since two years ago that this app was released Item support has been always a real challenge. As great as many buyers were about it and tried to not burden their work on support but just 5% was enough to slow down development seriously, Make the job unappealing and unviable. I have tried to find a way to solve this to put more time on actual coding which would eventually benefit all not just a minorities requests and requirements.

With some researches I found out that is what other developers have experienced too and there is just two way out of it:

1-Hiring staff and charging for support to pay the staff. Happy customer and jobs for some people are very good cause of course. But the real challenge is the fact that what most troublesome buyers want at supports is teaching them programming and that is not possible to do in context of support. Buyer should advance the purchase of a source code only when either they can hire someone to do the work or they see in themselves ability to do the steps mentioned in documentation. Documentation is provided on app page before purchase so buyer will see if it sounds familiar and something he would be able to do. All these transparencies were put in place so a mistaken purchase wouldn’t happen because after that there might not be a lot I could do about it.

2-Changing the form of support. Codecanyon support policy states that mobile apps are exempted from items that are supportable and I think the reason would be same thing I experienced with my item. It is not really possible and very far from viable to support this category because it really needs prior knowledge to compile and work on a mobile app source code. Support for this items means providing updates with new functionalities and buyers would require to understand the difference of a SaaS purchase and a source code purchase. Unless a question is really author responsibility to answer (Mostly license key issue if any) I might not be able to answer it. But I assure those time will be put on researching to develop the app worthwhile for around 400 customers who have purchased it and many of them are running businesses with hundreds of drivers with it. Let’s just make sure their trip is being done easy & safe🙂

If buyer has less experience in this regards order installation is possible through website from top menu.

Codecanyon Item support policy: https://codecanyon.net/page/item_support_policy

Comments

  • Customer

    January 3, 2020

    you should read the codecanyon customer support policy as your interpretation seems to be way off.

    “Unless a question is really author responsibility to answer (Mostly license key issue if any) I might not be able to answer it.”
    From CodeCanyon:

    Answering questions about how to use the item
    During the item support period, the author is expected to be available to answer your general questions about the item and how to use it. For example, how do I get my homepage to look like the one in the preview? The response to this type of question can come in various formats including directing you to an already documented response (e.g. in the comments or FAQs).

    Answering technical questions about the item (and included third party assets)
    During the item support period the author is expected to be available to:

    Answer your specific questions about the features and functionality of the item
    Provide some guidance on the way the item is designed
    Help you with issues related to using the item and getting the most value out of its functionality.
    Answer questions about third party assets or functionality (e.g. plug-ins) bundled with the item, such as how they work and other technical questions.

    PS: Here is codecanyon Item support policy page: https://codecanyon.net/page/item_support_policy

    “ability to do the steps mentioned in documentation” require the documentation to be accurate – which you have failed to do as well

    reply

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