You Spoke, We've Listened: Introducing Our New and Improved Maintenance Policy (Coming Monday 14th September)

Published September 9, 2009 by Eddie Machaalani

You told us you wanted to see some changes to our existing maintenance policy and we've listened.

Early next week we'll be launching a new and improved version of our maintenance policy, which will make it easier and more affordable to use Interspire software for your upcoming projects.

If you're a web designer or agency then our new maintenance policy makes it extremely easy to pass costs onto your client, especially since there will no longer be any charges to upgrade your client's software when we push out a new release. Combine this will the fact that all new purchases will now include 12 months of free maintenance instead of 3 months, and we think you'll be happy with the changes we're bringing in.

We wanted you to be the first to hear of the changes we'll be making to our maintenance policy as of Monday, 14th September 2009 (5 days from now):

- All new purchases will include 12 months (instead of the current 3 months) of maintenance free of charge, which includes unlimited technical support AND product upgrades.

- As an existing customer, ALL previous purchases you've made (as at Monday 14th September 2009) will receive an extra 9 months (or 270 days to be exact) of maintenance at absolutely no charge to help you transition to our new upgrade policy.

- There will no longer be a differentiation between updates (currently used to describe bug fixes) and upgrades (currently used to describe new feature releases). These will be one and the same and you will always have access to the latest release of the products you've purchased from the client area without having to pay an upgrade fee, as long as your maintenance period is valid.

- If your maintenance period expires you will have the option to renew it for an additional 12 months at 50% of the current purchase price for the license you own. Extending your maintenance period gives you an extra 12 months of unlimited technical support and access to upgrades as they're released.

On Monday, 14th September 2009 we will be releasing a change to our client area which will automatically upgrade your previous orders to the latest available release for all products you've purchased. This will be of no cost to you and will allow you to upgrade to the latest release *if you choose to* (this is optional).

If you're running an outdated release of any Interspire product and you want to keep the old zip file and license key we STRONGLY suggest you download a backup copy of the product zip and license key from the Interspire client area before Monday, 14th September 2009.

To do this, just login to our client area at http://www.interspire.com/clienarea/ and click on the "Download Products" link to download the zip file. Then click the "License Keys" link to retrieve your license key. Paste it into a text file and save it on your computer.

Please keep in mind that ALL orders you've placed will receive an extra 9 months (or 270 days to be exact) of maintenance added to them at absolutely no charge when our new upgrade policy is rolled out on Monday, 14th September 2009.

In the meantime we encourage you to continue ordering from our website because all orders you place until our new upgrade policy is implemented (on Monday 14th September 2009) will automatically receive an extra 9 months of maintenance free, as described above. This is our way of saying thanks to you for being an Interspire client - we really appreciate your business and your continued feedback - both good and bad.

As at Monday 14th September 2009 any orders you place will automatically kick over to our new maintenance policy as described above, meaning things become easier and more affordable for you, our valued client.

If you have any questions please give us a call or send us an email. You can find our details at http://www.interspire.com/contact/

Thanks,

Eddie Machaalani and Mitchell Harper
Interspire Co-Founders
eddie[at]interspire[dot]com
mitch[at]interspire[dot]com

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33 Responses to "You Spoke, We've Listened: Introducing Our New and Improved Maintenance Policy (Coming Monday 14th September)"

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Doug at 09 Sep 2009 9:59:53 PM CST

Doug ( Author/Admin) said this on 09 Sep 2009 9:59:53 PM CST I was also unclear on what the "9 extra months" was all about. My initial reading of the email sent to me had me thinking that you were upgrading everyone for free. My maintenance period expired on November 26, 2008, yet the email read: "On Monday, 14th September 2009 we will be releasing a change to our client area which will automatically upgrade your previous orders to the latest available release for all products you've purchased. This will be of no cost to you and will allow you to upgrade to the latest release *if you choose to* (this is optional)." It seemed a bit generous, but I thought "Well, they're emailing me, I guess it applies to me." However, reading the comment above I see that is not the case. Thanks for the clarification. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:07:58 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:07:58 PM CST Hi Doug. We're adding 9 months support to all orders on top of the default 3 months which was included, so in your case unfortunately that would only bring you to around August 2009. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Brian at 16 Sep 2009 10:11:32 AM CST

Brian ( Author/Admin) said this on 16 Sep 2009 10:11:32 AM CST Mitchell, I think the wording led many to believe we'd get 9 more month now...Even your software engineer thought you were giving 9 more months as of September 14th. Why would you send this email to ineligible people? In light of the confusion, I'm asking that you honor your email and give at least an additional month from September 14, 2009...This only seems fair. Thanks (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 16 Sep 2009 9:21:13 PM CST

Mitchell Harper ( Author/Admin) said this on 16 Sep 2009 9:21:13 PM CST Hi Brian. Apologies for the confusion. If your renewed maintenance period just fell short of being re-activated, sure, just send an email and I'll have one of our guys take care of you. My email is mitch [AT] interspire dot com. Cheers, Mitch (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Tim Callanan at 09 Sep 2009 10:28:41 PM CST

Tim Callanan ( Author/Admin) said this on 09 Sep 2009 10:28:41 PM CST I would change the wording to say 270 days would be added from the expiration of your maintenance agreement. The way it reads it implies that everyone will get 9 months from 9/14/09 (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

cmcnabb at 10 Sep 2009 8:21:25 AM CST

cmcnabb ( Author/Admin) said this on 10 Sep 2009 8:21:25 AM CST Just wanted to say great move! This is much appreciated and builds customer loyalty. I was VERY frustrated with the old policy and I have no doubt you made a lot of customers very happy. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mike at 10 Sep 2009 12:53:59 PM CST

Mike ( Author/Admin) said this on 10 Sep 2009 12:53:59 PM CST Hi Mitchell, Fantastic job on this! I'm a little confused because on this statement: >>>>On Monday, 14th September 2009 we will be releasing a change to our client area which will automatically upgrade your previous orders to the latest available release for all products you've purchased. This will be of no cost to you and will allow you to upgrade to the latest release *if you choose to* (this is optional). So, using the example above, a person whose 'new' expiry date is April 1, 2009, do they get the new upgrade for free or do they get the upgrade when they buy the 12 months of support or do they get the upgrade for free but then have the option to buy support? Thanks Mike (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:06:00 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:06:00 PM CST Hi Mike. If the 9 months was added on and the "new" expiry date had already lapsed, they would need to purchase an additional 12 months of support, yes. I hope that clarifies things. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Matt at 09 Sep 2009 7:56:40 PM CST

Matt ( Author/Admin) said this on 09 Sep 2009 7:56:40 PM CST I am so glad this finally happened. I griped about the old support/upgrade policy for a long time & am very relieved to see this happen. The old system was just too convoluted & vastly different than any other software vendor's paradigm of "maintenance". Thank you, thank you, thank you. We can now have a single "budget figure" that can roll over from year to year without worry of it spiking when an "upgrade" is made available & has to be re-purchased. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:12:07 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:12:07 PM CST Thanks for the kind words Matt! Glad we made your life easier. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Scott at 10 Sep 2009 1:33:07 PM CST

Scott ( Author/Admin) said this on 10 Sep 2009 1:33:07 PM CST Hi Eddie and Mitch - I am researching your shopping cart software and am very impressed with what I see. Great job. I am wondering if all of your support is via email, or can we pick up a phone and talk to a technician if need be? Thanks - Scott (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:05:03 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:05:03 PM CST Hi Scott. We offer fast technical support via our web-based ticketing system from both our Austin and Sydney offices. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

jpokress at 11 Sep 2009 12:36:09 PM CST

jpokress ( Author/Admin) said this on 11 Sep 2009 12:36:09 PM CST FANTASTIC (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Hayk at 12 Sep 2009 1:53:11 AM CST

Hayk ( Author/Admin) said this on 12 Sep 2009 1:53:11 AM CST Hello! Thank you for nice news.. I have a question. Please clarify: Quote: If your maintenance period expires you will have the option to renew it for an additional 12 months at 50% of the current purchase price for the license you own. Does this mean that if, e.g. Interspire Knowledge Manager Professional Edition 5 User License current cost is $495 the renewal price will be $247.5. And if the price become e.g. $500 USD in the future, all renewals have to be done for 250 USD? Please clarify if I understand you correctly. Thank you! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:02:48 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:02:48 PM CST Hi Hayk. Yes, that's correct. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

SwingSetMall (Andrew S.) at 09 Sep 2009 12:00:26 PM CST

SwingSetMall (Andrew S.) ( Author/Admin) said this on 09 Sep 2009 12:00:26 PM CST This is excellent news. Thank you! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Ty Richins at 14 Sep 2009 3:12:59 PM CST

Ty Richins ( Author/Admin) said this on 14 Sep 2009 3:12:59 PM CST Has this change been rolled out yet? I just checked my account and it still lists my expiration date as 7th November 2009. I currently have IWP 4.5.17. It does not show that I have access to IWP 5.X. Thanks! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 16 Sep 2009 9:22:53 PM CST

Mitchell Harper ( Author/Admin) said this on 16 Sep 2009 9:22:53 PM CST Hi Ty. It has, but there were about 70 orders which for some reason or another couldn't be extended automatically. If that's the case just give us a call or send an email and we'll add the maintenance on manually for you. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Marc at 14 Sep 2009 3:55:30 PM CST

Marc ( Author/Admin) said this on 14 Sep 2009 3:55:30 PM CST Hi Mitchell. Would this change be applicable to all customers (regular) or only webdesigners and agencies? I think this is a much needed inititive and am a really keen to purchase now that these changes are in place... May be a silly question, but I just want to make sure. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Eddie Machaalani at 15 Sep 2009 3:03:48 AM CST

Eddie Machaalani ( Author/Admin) said this on 15 Sep 2009 3:03:48 AM CST Hi Marc, This change is for both customers and Interspire partners. Hope that helps! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Charlie.Foxtrot at 09 Sep 2009 3:54:40 PM CST

Charlie.Foxtrot ( Author/Admin) said this on 09 Sep 2009 3:54:40 PM CST A nine-month extension is nice. Thank you. ~ Sadly, for EIGHT of the past nine months I've had to go-it-alone, and do-without. I haven't darkened the doors of the ISC Support at all. Too bad the new policy doesn't help to make-up for lost time. Oh well... I suppose I'll just just be grateful that I can download the the latest version of ISC 4.0.x and hope for the best. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:09:09 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:09:09 PM CST Hi Charlie. You'll get the latest version 5 release free as part of our new upgrade policy. If you've had any problems you'll be able to upgrade and our team will be more than happy to help. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Charlie.Foxtrot at 14 Sep 2009 5:10:02 PM CST

Charlie.Foxtrot ( Author/Admin) said this on 14 Sep 2009 5:10:02 PM CST This makes me happy! :-) Thank you. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Pete at 09 Sep 2009 3:34:09 AM CST

Pete ( Author/Admin) said this on 09 Sep 2009 3:34:09 AM CST Hi Eddie Good news! Just a few possibly obvious (and potentially daft) questions that folks might ask: 1) Does the 9 months extension apply to recently-expired maintenance period? 2) If point 1 above is "yes" then would that upgrade SendStudio to IEM automatically? I'm guessing the answer is "no" for both of those, but I'm sure I won't be the only one asking. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 09 Sep 2009 4:35:30 AM CST

Mitchell Harper ( Author/Admin) said this on 09 Sep 2009 4:35:30 AM CST Hi Pete. The extra 9 months will be applied to ALL orders regardless of if maintenance has expired or not, and yes you will get the latest version of Email Marketer as part of that extension if your support expired less than 9 months ago. For example, if your maintenance period expired on Jan 1st 2009 then 9 months of maintenance will be added, so the "new" expiry date would be October 1st 2009, so in this case your maintenance period would be current after being extended and you would have access to the latest release of Email Marketer. On the other hand if your maintenance period expired July 1st 2008 for example, then 9 months of maintenance will be added, so the "new" expiry date would be April 1st 2009, so in this case you would need to pay for an additional 12 months of support. So basically the answer is yes to both of your questions - yes, this applies to recently expired maintenance periods and yes, you will get the latest release free as part of this 9 month extension (as explained above). Hope that helps! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Gareth at 15 Sep 2009 3:13:13 AM CST

Gareth ( Author/Admin) said this on 15 Sep 2009 3:13:13 AM CST Mitch, what happens to all of us who paid hard cash to support your product and upgraded to v5? It seems a raw deal from where I'm standing as everyone is now getting it for free...! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 16 Sep 2009 9:22:14 PM CST

Mitchell Harper ( Author/Admin) said this on 16 Sep 2009 9:22:14 PM CST Hi Gareth. We've tried to please everyone, but unfortunately that can't always happen. We would be more than happy to issue you with some sort of credit to redeem on a future purchase. Just send me an email and I'll work it out with our customer service team for you. Cheers, Mitch (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Dave Beck at 09 Sep 2009 6:43:32 AM CST

Dave Beck ( Author/Admin) said this on 09 Sep 2009 6:43:32 AM CST This is great news and I wholeheartedly support and congratulate the Interspire Executive for listening to their customers. (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:11:28 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:11:28 PM CST Hi Dave, thanks for the comment. We're not executives, we're just regular folk who try to listen to customers as best we can. When they want something, we give it to them :) (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

gaz at 09 Sep 2009 7:39:56 AM CST

gaz ( Author/Admin) said this on 09 Sep 2009 7:39:56 AM CST Fantastic, this was the only thing preventing me from getting IWP, just purchased :) (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Adrian at 14 Sep 2009 8:27:53 AM CST

Adrian ( Author/Admin) said this on 14 Sep 2009 8:27:53 AM CST Well I have to eat my words! I sent Interspire an email before reading this. I had concerns about the pricing policy and read some reviews from disgruntled customers. I was disappointed as I thought it looked like a solid performer. These concerns seem to have been alleviated. Good to hear they listen to customers thoughts. Cheers (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Reid at 09 Sep 2009 10:09:31 AM CST

Reid ( Author/Admin) said this on 09 Sep 2009 10:09:31 AM CST Hi There, We purchased ISC in May, with support till August. Before support expired, we purchased a one year extension to our support contract lasting till next August. Could you please tell us how long we will get support and free updates till. Thanks (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

Mitchell Harper at 13 Sep 2009 8:10:37 PM CST

Mitchell Harper ( Author/Admin) said this on 13 Sep 2009 8:10:37 PM CST Hi Reid. Sure thing. There will be an additional 9 months added on to whatever support extension you purchased, so in your case your maintenance period will now expire around June 2011. Hope that helps! (Reply to this comment) (Cancel this reply) (Comment Replies Disabled)

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