Upvote 1

Licence Changes

Answered Matt 5 years ago

Hi,


Your new licence terms stated: Now self – hosted clients will have to pay 30% from initial price annually in order to use system, have support and get fresh updates for their systems.


We assume that does not apply retrospecitvely to perpetual licence holders as your email seems to infer that is not the case.


Thanks

Replies (5)

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Hello Matt,

It doesn't affect those licenses that were perpetual up to 4.0 release, so you can continue using UseResponse 3.4.5 and other licenses that you've purchased until decide to upgrade to 4.0. Even though, all our customers that upgrade to 4.x release that we have been working on for the past 10 months are eligible for old yearly pricing that you should have paid to get subscription updated.

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Noted. Although I suspect if version 5 comes out (when that occurs), if we'd have to move over to licence model you propose, we'd find another solution - we do not use software where we are forced to pay yearly.


Kayako did similar, we ditched them.

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Our interest is to make current customers stay with us, so we prepared special conditions to them. Instead of paying 30% of the initial amount, you would pay fixed $299 a year for a license.

It means that the only thing changes for you is that to continue using software after upgrade, you would need to pay fixed fee. Before that it was optional to get updates.

We had to move forward to this pricing as our customers didn't want to update software for a long time and missed releases with security patches, etc, so we want customers to have up-to-date software always with new features, new interface, more secure.

5.0 version is going to come out by summer with totally new frontend and live chat, and as a part of the subscription, you would get it for free.

We don't have any plans to increase pricing for the next 5 years - I can guarantee it 100% as we have integrated Enterprise package with Enterprise features in it where pricing is calculated on custom bases.

For you, nothing should change with new release except yearly $299 payments for licensing - that's it.

Hope it won't affect seriously your business and with 4.x will improve experience form using UseResponse.

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Thanks for explaining. It looks like v4 will be the last in that case as we just don't like being forced to pay for software self-hosted. You should consider going down the route like software like PTRG. You can opt for yearly software updates. If you don't pay, you don't get the upgrades and if you decide two upgrade 2 years later, you have to pay for the full period of time you've not paid.


Live chat wouldn't be something we are interested in and that is really the point. I personally would get annoyed at having to pay for software that adds features that are of just no use to us. At least give us the ability to decide if we want updates or not.

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Hello Matt,

Thank you. I'll consider it while I'm on vacation for the next 2 weeks how can we accomplish it. Especially we care about our current customers.

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