BAS is a fairly complex piece of software, and it can be much harder to figure out than, for example, a video player or a text editor. Accordingly, users may have questions, and my task is to organize answers to them as quickly as possible.
Right now support is provided either for free on the forum or for a fee via email and skype. Free support works only thanks to experienced users. I am very grateful to the people who spend their time on this.
Paid support is provided to users of the premium version via email and skype, and there are several problems here. I will describe them, and a possible solution:
Problems.
Possible solution.
The premium version of BAS for 6 months will cost $40. The client gets 6 months of the premium package. The premium version of BAS for 12 months will cost $80. The client gets 12 months of premium package support. All the functionality for script protection and the interface stays in place. A premium user can purchase an enterprise support package for $250 for 3 months. There will be discounts that lower the price to $150.
Users with the premium support package will still be able to contact support through a new page on the site. At the same time, on the new page they will need to describe their problem in detail and attach as much information as possible. Users with the enterprise support package will be able to contact support via email, telegram, get a consultation much faster and on a larger number of questions. They are also provided with the fastest possible resolution of malfunctions that interfere with their work.
Page for collecting information. The personal account will show information about the support type and expiration date. The personal account will have a page through which the user can contact support. The goal of this page is to collect information about a malfunction as fully as possible in an automatic mode. For example, if it's about a BAS crash, the user will be offered to download a debug version and upload a dump. If the user's question is to find out how to enter a value into a combobox, then the page will offer a link to the wiki or a video. Only after preliminary information is collected will the user be able to correspond with the support service. Of course there will be functionality for writing messages, sending files, etc. For the premium package this will be the only way to get support.
What is included in the premium support package? An answer within 3 business days through the new site page. Priority fixing of bugs in the software. The priority is relative to other fixes, not the development process. Bugs are not necessarily fixed within 3 days, but when there is an opportunity for it. If a new feature is being developed now and the bug is not critical, then the fix will be postponed. Consultation on BAS usage questions: how to click a button, how to organize the project architecture, multithreading, script logic, system load, and much more. Questions related to the shop, the interface, or anything else concerning premium functionality. Finding bugs in minimal projects.
What is not included in the premium support package? Communication via telegram or email. Adding new functionality to BAS is not included, but fixing what is already done is included. Analyzing large projects and finding bugs in them. If a user sends such a project, they will be asked to reduce it to a minimal one. Answering requests that contain a minimum of information. If a user asks such a question bypassing the questions on the page, they will be asked to provide more information and told which. Consultations on bypassing protection on a specific site. Writing projects.
In plain language, the premium package will allow your problem to be solved, but for this you will need to put in a little effort, describe it well, and possibly wait for the solution until the current development cycle ends.
What is included in the enterprise support package? Everything that is in the premium package. Constant contact with the developer via email or telegram; it's not 24/7, but I will answer no later than 24 hours. Priority fixing of bugs in the software. Even if I'm working on new functionality but you have a bug that interferes with work, I interrupt the work and fix it. Consultations on bypassing protection on a specific site. I don't promise a result, but I will definitely try to come up with a solution. Analysis of large projects. Answers to questions in a format convenient for you.
What is not included in the enterprise support package? Writing projects. Adding new functionality to BAS.
By buying the enterprise package, you can be sure that BAS will work exactly as stated and you will always be able to get quality support on any questions related to BAS as quickly as possible. This package is more suitable for people who earn money with BAS.
What do I plan as a result?
I expect that income from the enterprise package will allow me to hire one of the forum users part-time for moderation, answering simple questions for premium package users, and forwarding complex ones to me.
If the income is higher, then I plan to expand the team with it, perhaps I will order additional modules for money from forum users.
If there is no income at all, then I will answer the questions of premium package users myself; the page for collecting additional information and the new conditions described above will allow me to do this on time.
When do the new changes take effect?
I plan to start in a month. Of course, all premium subscriptions bought before that time will be served on the same conditions on which they were bought, until the license expires. This means that if you bought premium for half a year before the changes, then you will also be able to use skype and email support in august and september, until the premium ends.
Many times forum users have suggested interesting ideas to me. So if you see a better solution to the problems described above, I am ready to listen; there is a whole month for this.