Re: Free vs. Paid Support

Posted by Camo on Apr 18, 2011; 7:30pm
URL: https://support.nabble.com/Free-vs-Paid-Support-tp5528523p6284849.html

I think paid support is great, provided there is some level of free support, such as comprehensive documentation and 'ask for help by email' maybe.
But the software, atleast this version, should remain free. If Nabble is going to make it even better, then they could offer signup for both free (this) version and a paid (improved) version with more flexability or whatever they want to do with it. They must make money eventually.
This product, as it is, is Unbelievably impressive, not just because its free, but even more so because it is.
I think not keeping this free will really damage your market for a future paid service.

Re the documentation, or rather the lack, its the only negative of the whole thing.
You have users offering to assist with free support, so why not have them compile a suitable comprehensive
user guide, that you could add to your front page, free service in return for free service.
Im sure there are many thousands of English speaking users on nabbles database/mailing list,
why not send out a 'Help us, help you' letter, asking those who have compiled documentation for their own forums to collaborate on it.
Such documentation will cut a significant percent of free support requests, not to mention a significant
amount of frustration for those (like me) new to the software and clueless.
I have posted a request for other nabble users to share their compiled documentation already.
I want my forum's users to be able to access this information.
cheers.