Soliloquy Blog

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Introducing Soliloquy Support Tokens

by Thomas Griffin on April 18, 2013

Soliloquy support tokens are used to submit support tickets for any inquiry you may have regarding Soliloquy.

Existing customers will be grandfathered in, so don’t fret if you are already a license holder.

The way support is handled for Soliloquy has been updated to use what are called support tokens. Support tokens grant you the ability to submit a support ticket that will be answered by someone of the Soliloquy staff (namely me). One support tokens grants you the ability to submit one support ticket.

A complimentary support token is issued at the time of purchase, and any subsequent tokens require a separate purchase. Watch the video below to view a demonstration on how support tokens work (click on the HD icon for the best viewing experience):

Why Support Tokens over a Yearly Fee or Free for Life?

It’s simple. With a yearly fee, users who never ask for support are punished, and the 20% of users that create 80% of the tickets get an incredible deal at the expense of supporting other users and developing and improving the plugin. Nobody really wins in that situation.

I also tried free support for life for ~4 months. At the current rate, it will take about 3 months before I spend my entire day doing nothing but support. That means no development time for Soliloquy, and it also means that I would need to hire for extra support. After more numbers crunching, I would begin losing money in less than a year and be forced to stop support altogether. Again, no one wins and Soliloquy really suffers as a reliable product.

With support tokens, nobody is punished for purchasing the plugin outright. You get one complimentary support token to get you started, and those that never need support can continue going about their business. The folks that do need additional support can purchase more support tokens and receive dedicated support (real support from the guy who made the plugin) that adds value to their business. Everybody wins!

The change has been reflected as of today, and all current customers have been credited with one support token. Future purchases automatically include a support token, and if you choose to upgrade, you get another support token with it!

Automatic updates are still for life – only support is affected by the support tokens.

Ultimately, this change benefits you because it ensures that Soliloquy will continue to be developed and maintained as a viable and reliable product in your arsenal. I will be able to continue building out and improving on the best responsive WordPress slider plugin out there, and you will continue to receive all of the benefits from it. 🙂

To ensure that the community gets the full benefit, support tickets (where appropriate) will be turned into documentation that is listed on the Docs section of the website. Docs will grow quickly, so you should turn their often to see if your question has been answered before submitting or purchasing support tokens.

Comments

    Jared Williams

    April 18, 2013

    Hey Thomas!

    Like I said on Twitter, I know there may be some users who do not like this change but I completely understand why you needed to change the way support currently works, and support you 100%!

    I bought the Dev License a while back and have used Soliloquy without any issues. In fact, I am one of those users that you mentioned that has never asked for support. I guess that’s a testament to how great your plugin is.

    I want to see Soliloquy continue to be developed not only for sites I build, but for the clients using it.

    Your time is valuable and the time you have saved me with this plugin is incredible.

    I have no issue purchasing Tokens in the future and wish you all the best!

    Reply

      griffinjt

      April 18, 2013

      Thanks Jared! That really means a ton, and I appreciate you sharing your thoughts. We are all in this together!

      Reply

    griffinjt

    April 18, 2013

    Thanks John!

    Reply

    Elisa

    April 18, 2013

    Thanks for all your help. I was literally adding images to a slideshow for my own site redesign (finally) and thinking how funny it is that I only use your slider now, can’t imagine using anyone else’s.

    -Elisa.

    Reply

      griffinjt

      April 18, 2013

      Glad that you choose Soliloquy as your slider – rock on!

      Reply

    John Turner

    April 18, 2013

    Good call, in the end this is the best option for continued development!

    Reply

      griffinjt

      April 18, 2013

      Thanks John! I believe so too and think all parties will benefit from it in the end.

      Reply

    PhilJ

    April 18, 2013

    My concern with this would be that people will expect a lot when they pay to open a ticket. If their request is beyond what you are ready to support (IE “Build my website!”), will you refund them their ticket cost? What is the thinking for those types of situations?

    Reply

      griffinjt

      April 18, 2013

      People already expect a lot when support is free. 🙂 There is not much more to expect with paid support either. While purchases have a 30-day money back guarantee, support tokens are non-refundable once purchased.

      Reply

      griffinjt

      April 18, 2013

      Thanks Chris!

      Reply

    Jon Brown

    April 18, 2013

    I chimed in privately, but I FULLY support this change (even if I wasn’t grandfathered in). I far prefer a model where updates are free for life and support is paid per incident.

    For small developers to try to guess what support load will look like and average it out over all users is just crazy… as are some of the the support requests I’ve seen from some people…

    Reply

      griffinjt

      April 18, 2013

      Thanks Jon!! 🙂

      Reply

    grapplerulrich

    April 18, 2013

    What are using for the Support Tokens system?

    Reply

      Scott Kingsley Clark

      April 18, 2013

      @griffinjt:disqus I’m also interested i knowing what you’re using here. I’m trying to figure out a similar solution and am bouncing between ideas right now.

      Reply

        griffinjt

        April 18, 2013

        I built a custom Zendesk App to handle the interface, and then it connects remotely to my API server where I check against what the user has entered to see if it is a valid token.

        Reply

          Scott Kingsley Clark

          April 18, 2013

          Sounds cool, I may not end up doing the token model but if I do I may have to bug you for a peek at the code 🙂

          Reply

            griffinjt

            April 18, 2013

            Fine by me – I don’t mind sharing it. Makes support much easier to track, and you ensure that paying users are being supported properly. 🙂

    Sofia Goznik

    April 18, 2013

    Hi, I think I have messed up my slider by way of changing my photo name, I have tried to change it back but have forgotten what they were named in the first place, I think it was C1, C2, etc… can anyone please help me. I cannot get in touch with my web designer. Any help or suggestions would be greatly appreciated.

    Reply

    dev

    April 18, 2013

    Do I have to buy/use a token in order to ask a question on the community forum? If so, I think it is a poor business model. I can understand you wanting to charge for YOUR time, but perhaps there are people in the community who are willing to help others?

    Reply

    dev

    April 18, 2013

    Does this mean I have to pay $9 to post a new question on the community board?

    Reply

    dev

    April 18, 2013

    Maybe it is just my old eyes, but now I find a “Ask a Question” button on the community site. I swear I did not see it yesterday. Was it there? Am I going crazy (or blind) 🙂 ?

    Reply

      griffinjt

      April 18, 2013

      I saw your comment and forgot to turn back on community postings when I was making the updates for support tokens. You can submit forum topics again, and no, you weren’t going crazy or blind. 😉

      Reply

    BossLady

    April 18, 2013

    Given that this plugin is:

    1 – Responsive;

    2 – Can do posts, pages, custom posts, and a mix of all of those;

    3 – Has amazing add-ons;

    4 – Has worked out-of-the-box with everything I’ve ever put it on;

    5 – Has tons of short tutorials and code snippets all over this website;

    You’re darn right you should be charging for support. I can’t imagine the amount of time you’ve put into this plugin and at some point you’ve gotta pay the rent. People want way too much for free these days.

    And I get it. There’s no way to predict exactly how your business is going to work until you just jump in and get started. A business model is an ever-changing thing, especially in the beginning.

    I say good for you. It means you have a great product and people are flocking to it left and right.

    Reply

      griffinjt

      April 18, 2013

      Thanks so much for the awesome comment! 🙂

      Reply

    cooderbrown

    April 18, 2013

    I read Tom’s newsletter, last month, regarding paid support. I promptly wrote him back and said “Awesome – go for it!” and basically “To h*** with the naysayers.”

    I explained to him that, coming from a Joomla background, the best Joomla developers charge for their support.

    Why do I WANT to give money away when so many extensions are out there for free? It’s easy – SECURITY.

    The majority of developers who we monetarily support routinely provide: more solid updates and especially more responsive support. The faster I can get an issue solved, the quicker I move onto another money making project for myself. It’s win-win.

    Good Luck Tom!

    Reply

      griffinjt

      April 18, 2013

      Thanks chief – really appreciate the comment and love!

      Reply

    Phil Derksen

    April 18, 2013

    How did I miss this when it was first announced!?

    In any case, great idea and I’m curious how well it’s received and works out, both for you and your customers, in the long run.

    Reply

    Rachel Cowan

    April 18, 2013

    I bought Soliliquy yesterday. Paid for support tickets are fine by me. Except I didn’t get a complimentary support ticket with my purchase. Did you stop including this with purchase?

    Reply

    Kevin Michael Gray

    April 18, 2013

    Thomas I’m a huge fan of this! You definitely deserve to be paid for your time… I’m curious though. The pricing on the website still offers “One Year of Support” or “Lifetime Support” did you revert back to the old support model… if so why?

    Reply

    Matteo Raggi

    April 18, 2013

    how much cost a support token?

    Reply

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