Last September we launched the new Item Support Policy and the ability to upgrade support to 12 months at the time of the item purchase. It’s been 5 months since then which means the first group of buyers would have started seeing in-app messages about their support expiring. Today we are launching the functionality to purchase Support Extensions and Renewals, allowing buyers to continue getting assistance with item related questions and issues, and providing authors with some compensation for the ongoing cost of supporting their items.
As a reminder; regardless of whether buyers extend or renew support or decide to let it lapse, they will always be entitled to report bugs and receive any updates made to the item, at the no extra cost. Also, if you bought a supported item before the policy came into effect and want to continue receiving support without purchasing an extension/renewal and the author agrees, then that can happen too.
Changes to the purchase panel
Existing buyers of supported items will see a new purchase panel on the item pages. In order to be both informative and helpful we’ve added a new tab called ‘Overview’ which will summarise any current licenses for the item, allow you to download the item, display the current support entitlement for the item and provide an opportunity to extend/renew support should it be available.
We are also bringing the functionality to rate the item into the purchase panel to encourage more buyers to leave a rating.
Purchasing a Support Extension
As long as a buyer has less than 6 months support remaining and the item is still supported, they will be able to purchase a 6 month Support Extension. Support Extensions cost 62.5% of the item price (50% of the list price) and are cheaper than Support Renewals (70% of the list price) because it represents peace of mind for buyers who think that they might need support compared to addressing an actual need.
Purchasing a Support Renewal
Once a buyer’s support has expired they will need to purchase a Support Renewal in order for them to be entitled to get support. Support Renewals are currently valid for 6 months and come at a cost of 70% of the list price. There are also plans for 1 month Support Renewal (at a cost of 50% of the list price) in the not too distant future.
Selling Support Extensions and Renewals
Sales of Support Extensions and Support Renewals will now appear in your Statement, the API and support sale totals on the Earnings and Portfolio tabs.
Contacting buyers with expiring support
Buyers who purchased supported items under the new policy will be receiving a reminder email a couple of weeks before their support expires. The email is aimed at being informative to buyers (expiry date, cost of getting extra support before and after it expires) while also giving them the opportunity to purchase a Support Extension directly from the email.
If you have any questions on how Support Extensions or Support Renewals work then please leave them here.
Thanks for reading!