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noah
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August 15, 2013 at 1:11 pm
My developer (who purchased a 5 license bundle) is saying that they can’t give me access to the support forums. Is this true? As the end user of the application I hope that I can get full access to what my dev has.
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Garth
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August 15, 2013 at 1:38 pm
Hi Noah,
Each purchase can only be associated with one account, so he’s correct. However, we could try and peel off your license key from their account (if they approve) which means you would be required to ask for support for your website and maintain the license fee.
Do you want to address that with them?
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noah
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August 15, 2013 at 2:05 pm
Thanks for the quick reply.
I’ll talk to them about it.
Would it mean that we would both be paying a license fee each year? They would pay the dev fee for 5 sites and I would pay for a 6th, separate, business license? That sounds like I could just buy a license and all the plugins I need and have you reset the Key for the site.
But if we did split a license off, am I correct in assuming that they would have to ask for you to make that happen?
It just sounds like I’m going to have to ask them for lots of questions with links to support forums.
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Garth
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August 15, 2013 at 2:26 pm
Hi Noah,
If you’re engaged with a developer to build your website and they’ve purchased Event Espresso for you, then they should be responsible for answering your questions. They’ve received a significant discount by buying so many licenses and that should afford them some expense to help you.
What I’m was mentioning the first time is that we could remove a license key from their account and associate it to your account for no charge. The developer would only have four licenses and you would have one of them. You both would be independently responsible for contacting us for support and maintaining your support license related to the domain/website that you or your developer are building. That being said (since we traded a discount to your developer in exchange that they support you), we expect your developer to get your website setup and running with Event Espresso before they just pass you onto our support with all your questions.
We’re trying to be flexible here and we hope people/developers will be respectful.
Does that help?
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noah
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August 15, 2013 at 2:54 pm
It’s really that I just want to be able to read the forums. I am paying and expecting my dev to provide me with support. But as new users (all of us) I wanted to be able to answer some of my own questions. Especially because website developer time isn’t cheap.
I understand that you want developers to provide end users with support in exchange for the discount that you have provided them but I don’t understand why the end user shouldn’t have access to the answers that have been posted in the forums.
I appreciate that you were being flexible in offering to split off one of the licenses. Thank you.
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Garth
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August 15, 2013 at 2:59 pm
Hi Noah,
I understand where you’re coming from. We’ll consider adding a new system to let users in your situation get access. Right now it’s just a limitation of e-commerce systems in that it’s tough to manage multiple users and grant access based on one account/purchase. Your account and access has to be tied to the developer’s purchase, and so forth…just becomes a programming and administrative difficulty.
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Garth
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August 15, 2013 at 3:53 pm
Noah,
Sending you an email.
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