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Homeseer Technologies to charge for technical support |
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Written by Dan
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Tuesday, 19 May 2009 18:51 |
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 It looks like Homeseer Technologies will no longer offer direct technical support to its customers for free. You can purchase a subscription for priority customer support, or use the HST forums to ask fellow customers for help with your issues. The helpdesk will now be used for basic issues such as sales/order info, and licensing questions.
While this is not unheard off (CQC doesn't officially support DIY customers either, but CQC community support seems to be extremely effective), many Cocooners are Homeseer users already, and probably didn't count on this when they purchased the software. Since the announcement was not open to the public, I have posted the announcement below.
Read more for the original announcement:
HomeSeer Support Changes
Effective immediately, we are implementing a number of changes to our technical support system. These changes are being done to allow us to handle support issues more efficiently and offset some of the ongoing costs involved with providing support.
What is changed:
1) The current help desk will be modified to handle pre-sales questions, order issues, product returns, and licensing issues only. It will no longer be used for technical support.
2) A new priority support forum has been added to the HomeSeer message board (the Open Issues Forum here). Access to the forum will be available via monthly, semi-annual and annual subscriptions. You can create a subscription from your User Control Panel on this message board. Subscription rates will be as follows:
a. Monthly - $20
b. Semi-Annual - $50
c. Annual - $75
What is not changed:
1) Regular message board support and access will remain unchanged. If you have a question, please feel free to post your question in one of our other forums.
2) Software updates will continue to be free and are not affected by our support subscription plans.
How subscription support will work:
Subscribers will have unlimited access to priority support forums for the duration of their subscription. Issues will be posted in unique threads and will be addressed individually by HomeSeer staff, much like helpdesk tickets are currently addressed. Threads with resolved issues will be closed and moved to a ‘Resolved’ forum.
Subscription support will be limited to HomeSeer branded products only. Third-party products will continue to be supported by the author or manufacturer as usual.
FAQ:
Q: What if I already have an open helpdesk ticket?
A: We will try to get through all open tickets as soon as possible. However, if you need faster assistance, you can re-post your question to this forum.
Q: Why are you making this change? I have always enjoyed the free support that you have given.
A: We have been asked many times if there was priority support available, and there has been only for dealers. This new support channel will offer you a way to decrease response times to your questions.
Q: How do I sign up?
A: You Need click on User CP (User Control Panel) and then at the bottom of the navigation menu on the left is "Paid Subscriptions".
How non-subscription support will work:
Non-subscription support will be available through the message board as it has always been. Help may come from HomeSeer staff, other users or some combination of the two. |
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Last Updated on Tuesday, 19 May 2009 18:59 |
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