Knowledge Base & Discussion Forum

Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Postby admin » Wed Apr 23, 2014 5:35 pm

Content:

Table of Contents:

1. Why do I have to pay you to fix your own bugs?
2. Do I really need / use that much technical or "how to" support?
3. How many people do you have maintaining the software? Why do you need so many people to maintain its software? Can't you offshore that to reduce maintenance costs?
4. Why aren't you taking advantage of electronic mechanisms to reduce technical support costs (like online knowledge databases)?
5. Why do I have to pay maintenance on software that really isn't being used?
6. Why should I have to pay software maintenance in advance?
7.Can you separate the cost of actual maintenance from how-to / technical support?
8. I'm only able to use half of the total licenses in the first year, so why do I have to pay maintenance on all of the licenses?
9. I heard that my buddy got maintenance at X%, how come I'm not getting that deal?
10. Doesn't your software get better, not worse every year, and therefore require less maintenance? My users certainly get smarter on the software and use less technical support...
11. If I cancel maintenance and then re-subscribe, why do I have to pay all back maintenance as a penalty?

12. Questions and Answers:

1. Why do I have to pay you to fix your own bugs?

Answer) The primary purpose for our maintenance and support is providing support services and refining our products for existing partners via software upgrade. This software upgrade is based on the validity of the maintenance and support rather than separate purchase. In other words, only partners with valid maintenance and support period are entitled for software upgrade including major releases and support services.

2. Do I really need / use that much technical or "how to" support?

Answer) We found our partner's success rests on their understanding of our software. With valid maintenance and support, partners can access to our Ahsay Knowledge Base and raise support tickets, which possess important Ahsay software knowledge.

3. How many people do you have maintaining the software? Why do you need so many people to maintain its software? Can't you offshore that to reduce maintenance costs?

Answer) Maintenance on a software post-release often involves trouble shooting specialists, development team, and quality assurance team. Ahsay is no exception. A simple bug would often involve a dynamic ad hoc team because of the complexity behind the issue and to ensure the quality of the fix. Ahsay decided against offshore outsourcing because it simply does not provide the synergy and quality needed for our support services.

4. Why aren't you taking advantage of electronic mechanisms to reduce technical support costs (like online knowledge databases)?

Answer) Our Ahsay Knowledge Base was established for this exact purpose and it is now serving our partners by providing quick references and answers to common questions.

5. Why do I have to pay maintenance on software that really isn't being used?

Answer) Our software is your asset. Ahsay concentrates on B2B market rather than openly market our software to the public because we believe we can create mutual benefit between Ahsay and our partners. We asked our partners to consider our software as an asset of which they can use it to generate revenue, therefore the maintenance on the asset is based on its ownership rather than its usage.


6. Why should I have to pay software maintenance in advance?

Answer) Please note, our maintenance and support renewal includes support services from our Support Team, of which require advance payment. Our partners like to settle their maintenance in advance because:

* They have comfort with our prompt services if any difficulties arise
* They are entitled for early bird discount
* They trust in our service and ability to solve the problem

7. Can you separate the cost of actual maintenance from how-to / technical support?

Answer) Maintenance and support are highly correlated and it is impossible to separate them as individual service. In fact, it would not be economically feasible to our partners since maintenance often involves support, and support often can't be done without maintenance.


8. I'm only able to use half of the total licenses in the first year, so why do I have to pay maintenance on all of the licenses?

Answer) Our maintenance and support renewal is based on the number of licenses owned rather than the number used, because our software serves as an asset to our partners, therefore the maintenance and support responsibility would reside with its owner.


9. I heard that my buddy got maintenance at X%, how come I'm not getting that deal?

Answer) The calculation of maintenance and support is standard across partners; however, we do recognize there are some rare cases that require special attention. It is not our standard policy to offer special offer to partners on maintenance and support renewal. Please contact us at partners-kb@ahsay.com if you have any issue on your maintenance invoice.

10. Doesn't your software get better, not worse every year, and therefore require less maintenance? My users certainly get smarter on the software and use less technical support...

Answer) Our software is constantly improving; however technology is constantly evolving as well. Our partner may be proficient with our software today but as we improve our software for our partners' needs, so will the need for our partners to update their knowledge on our software.

11. If I cancel maintenance and then re-subscribe, why do I have to pay all back maintenance as penalty?

Answer) We asked our partners to complete their maintenance and support renewal retrospectively because it covers the right to upgrade our software. Instead of penalty for renewing, the retrospective fee actually includes all the costs of ongoing product enhancements, support services and the maintenance of licenses and customization portal.

Detailed information can be found by clicking here.
admin
Site Admin
 
Posts: 927
Joined: Mon Jul 10, 2006 3:19 pm

Re: Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Postby jazar » Sun Feb 07, 2016 10:29 pm

Will there be any further updates to V6? Is there any reason to pay for maintenance if we do not plan to upgrade to V7?
jazar
 
Posts: 257
Joined: Wed Aug 09, 2006 11:02 am
Location: Atlanta, Georgia USA

Re: Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Postby Sales » Fri Feb 19, 2016 12:47 am

There will still be bug fixes in Version 6 whenever we can implement in V.6.x. We have made major changes in the architecture and software design in Version 7 so feature enhancements and bug fixes that can implement under the new design will only be available under Version 7.

You can refer to our release notes for Version 6 & 7 for further details here: http://www.ahsay.com/jsp/en/home/index. ... ease-notes

Value of maintenance resides not only in software updates but also support service. Regardless of your software Version (6 or 7), we have enhanced our support level that include telephone support. Details can be found here: http://www.ahsay.com/jsp/en/home/index. ... t_overview
Sales
 
Posts: 5
Joined: Wed Aug 02, 2006 5:44 pm

Re: Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Postby jazar » Sat Mar 05, 2016 10:19 am

Thanks for the info. I think you confirmed what I thought. I very rarely use support. In fact, I don't think I've opened a ticket in a few years. I see that there have been no updates to V6 in 9 months. I don't think I am getting anything for my money in the way of support or maintenance. The increased cost of V7 is hard to justify. The backup business is hard because of the lower cost providers and everyone is moving to cloud applications. More cost is not in my plans. Thanks for your help.
jazar
 
Posts: 257
Joined: Wed Aug 09, 2006 11:02 am
Location: Atlanta, Georgia USA

Re: Sales Information: Maintenance - Frequently Ask Questions about Support Maintenance Renewal (2837)

Postby ReinerRess » Sun Jan 15, 2017 10:12 pm

Hi,

if i cancel the Support Maintenance Renewal, can i use the Software (v6 only!) after that point? In my licence stand this: Expiry Date : 2017/01/29

Thank you.

Reiner
ReinerRess
 
Posts: 2
Joined: Tue Sep 28, 2010 3:01 pm


Return to Upgrade & Maintenance Fee

Who is online

Users browsing this forum: No registered users and 1 guest