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As of today the new envato support policy is in effect with 6 months of support instead of lifetime. From what I understand you are able to set your own support rules on your support forum. I am curious what support will be offered to existing customers. Will I still get support and updates 6 months after my purchase or will I have to purchase a 6 month support pack?
Thanks
Hey mtmfx!
I am afraid we are not able to set our own support rules. Currently it appears that we will need to implement the 6 month limit as well, however I still hope that Envato allows us to set our own rules in the future, as long as its not less than is promised by Envato. In our case that would mean return to lifetime support.
Right now, for everyone who has purchased a theme from us, updates are still free forever and support will end in 6 months from now, unless a new theme copy or a support package is purchased…
Cheers!
KriesiHi,
btw, what does support mean? Can I at least read in the support forum or will my access to the support forum being canceled in six months?
rgds
AndreasHi!
Reading will always be possible. Asking questions will only be possible with an active and valid theme or support license :)
Regards,
Kriesi“As of today the new envato support policy is in effect with 6 months of support instead of lifetime.”
@Kriesi – I know I bought the theme via Envato but what right have they got to dictate to you whether you offer lifetime support or not, on a website/domain that you (I assume) own and manage? What’s that got to do with Envato? I’ve only just switched to Enfold because of poor support on another theme, and a big part of switching was reading and seeing the excellent level of support you and the moderators provide on here.Can you explain the background and what’s going on?
Hi!
There is not much choice in the matter for authors. You can read more about it here, http://marketblog.envato.com/releases/item-support-policy-and-functionality-launched/.
Regards,
ElliottWell I just found these comments from an Envato person (andrewfreeman) in the comments to Elliott’s thread.
“If you bought the item before Sept 1, then you’re entitled to whatever support the author promised at the time.”
“To be clear we are absolutely not restricting support for purchases made with lifetime/unlimited support … [and] you should work with the author(s) to have this honoured. They have access to your purchase date and will be best placed to verify your entitlement.”
An FAQ then contradicts these statements by saying:
“If the item advertised support for more than 6 months, those items will be supported for 6 months after September 1st.So from September 1st there will still be another 6 months for buyers who have purchased before.”
But it then contradicts itself again by continuing:
“After that if there are pre-policy buyers who still want support extended further and if the author agrees, then that can happen too.”Envato are really screwing this up and making it confusing but my take is that it appears as if the new rules only apply on new purchases after Sept 1, and providing Kriesi listed lifetime/unlimited support as part of the purchase deal before this date, then lifetime support can continue for “pre-policy” buyers (such as me) if we ask for it and Kriesi agrees. I hope… :-)
Your thoughts?
Hey!
I am afraid that I can’t tell which of the answers given by Envato are correct, since there seem to be several interpretations on what we are allowed to do and what not. Once Envato has managed to clean up the mess that are the new support rules we can let you know if its possible for us to offer free ongoing support or we will indeed need to disable posting capabilities in the forum after 6 months.
Right now you shouldn’t be to worried, there are still months ahead of us were all of this can (and probably will) change :)
@comitzuu probably not. We will use the Envato API to fetch if a user is allowed to post and as it seems having more license keys does not add up. the date of the latest purchase counts…Regards,
KriesiHey Kriesi,
it was more a joke-question cause I wanna get new answers from this topic..
What`s up with bug-related support for new versions after this period?
@Kriesi: re. “if its possible for us to offer free ongoing support” – I’m pretty certain from re-reading the notes posted by Envato staff that you will be able to offer free ongoing support to those who purchased before Sept 1. Quite how you will manage to differentiate between pre- and post-Sept 1 purchasers in terms of allowing us to post will, I’m sure, be an interesting challenge, one that I’m sure you could do without… we’ll wait and see how this works out.
A personal view is that what Envato have done for pre-Sept 1 purchases is illegal in terms of the sale of goods: they can change the terms for all new purchases but if an item was sold with certain conditions (like free lifetime support) then those conditions apply forever – they cannot alter the original terms of purchase, i.e. you (Kriesi) offered free lifetime support when I bought Enfold a few months ago, so those terms must always apply.
i can not remember me that i have filled out here on board “the last api”
so how do you control it.
Many questions here are without concerning to a special website.The success of Enfold is on one side the quality of the theme and the good handling of the backend and alb. The other side and one unique selling proposition is the excellent support on the theme and last but not least the
lifetime updates.
For me the last point is a good point to make an advice for my customers.
The support duration is for me not so important because every new customer gets his own api.
But there are a lot of endusers here – and i guess they like the theme because of that possibility of good and everlasting support.btw. a lot of my customers would not invest on a theme that has an anuity for updates!
Hey!
Updates will be free for life.
Support can be extended – with a small cost for more time.Let us know if you have more questions
Regards,
Basilishi there,
probably not
since 1,5 years i only use enfold. a lot of licenses. for me sounds that “probably not” not very good…..
next thing is, u close the support-forum for people who dont buy the support after 6 month, right? will be there a forum for “users help users” or something? i mean, i learned the most about enfold by reading the posts. now envato closes the door for a lot of ppl.
Hey!
That is a nice idea, we already suggested to Kriesi, that the forum might be open for ” reading ” but maybe not for posting :)
Regards,
Basilisbtw, I did not find a feature at Themeforest only to buy lets say 6 months of further support. I can only buy a new theme-license with more support. Or did I miss something?
brgds
Andreashi basilis,
thx, reading in the official forum will help a lot.
but i suggest a 2. forum “user for user”. entry with a api for example but no admin support. i mean, here are a lot of enfold-freaks in the community. mabe here and then there is a simple question -> freak answerd —> 10 noobs like me get the solution. or it is a community-task to build a forum like this?
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