>. but I can spend almost whatever I need to to protect my network.

 

There are those of us who run businesses and then there are those who work
for them. Either way your feedback is appreciated ;)

 

David

 

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick
Childers
Sent: Thursday, June 04, 2009 12:50 PM
To: declude.virus@declude.com
Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?

 

Comments are in-line.

 

 

  _____  

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David
Barker
Sent: Thursday, June 04, 2009 10:03 AM
To: declude.virus@declude.com
Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?

Sorry no marketing department to give you the warm and fuzzy spin, just me. 

 

>Obviously. 

 

Couple of suggestions. Declude has the ability to run upto 5 additional cmd
line scanners of your choice, we provide AVG as a courtesy to our customers
as in the past Declude did not have any internal virus scanner, you would
have to go out and purchase that separately 

 

>Well aware of that.

 

It would be good to run more than 1 virus scanner for several reasons, one
of which is failure of an AV scanner, (admittedly in this instance failure
was on our part) But rest assured false positives, no virus signatures, lag
time are problems ALL AV vendors are faced with. There are some that are
free that work extremely well ClamWin or ClamAV is an example of this.

 

In addition we have ZEROHOUR as a option for Perpetual license customers as
an additional  virus scanners providing ZEROHOUR protection and additional
spam definitions. For the amount of money that this is being offered for it
is a wise investment. If you opted out of this because you didn't want to
spend the extra few $ on security then you have different issues and it's
not Declude. 

 

>LOL. I maybe one of the few, but I can spend almost whatever I need to to
protect my network. I do run multiple scanners as well as virus scanning on
the perimeter firewall.

 

>If you didn't want to spend the extra few $ on making sure your code is
up-to-date then you have different issues and it's not your customers.

 

 Lastly Patrick please contact supp...@declude.com having looked at your
host record it does not look like you are receiving any AV updates - it
could be that your firewall is blocking the AV updates, our support can work
with you to fix that. 

 

>LOL again. Don't need to. I don't use AVG. I only chimed in because I felt
that your responses to the issue was not helpful and somewhat offending the
users of your product.

 

>Again, if you can't get the job done at current income levels, I suggest
you come up with the necessary figure after reviewing your operating costs.
You're the one selling a product. As for  you >wanting to know what I will
pay for your product, I will leave you with this answer:  As much as I think
it is worth.

 

>If the product is rock solid and I feel (or believe) that the company is
trying to stay up with current technologies and cares about me as a
customer,  I will pay much more than I would to a >company that doesn't
project those qualities.

 

>Oh, and by the way, I know how to setup a firewall. So, why don't you guys
concentrate on your code instead.

 

>Thanks,

>Patrick

 

 
Thanks
David 

 

 

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Patrick
Childers
Sent: Thursday, June 04, 2009 9:13 AM
To: declude.virus@declude.com
Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?

 

How much are we willing to pay?

 

It doesn't matter if it costs $5 or $5000 if the product doesn't work.
Especially when you, the developer, doesn't notice the problem for a month
and a half - especially when the problem has been reported by end users. Do
you not run your own product?

 

Maybe you don't realize this, but your whining customers put a level of
"trust" in your company whether you want it or not. This "trust"  is
automatic when you are dealing with A/V products that protect mail systems
and their networks. If you lose that trust, the cost won't matter. You won't
have enough customers to stay in business anyway.

 

Price you product at whatever you think you need to. The mail admins will
either buy it or they won't.

 

Maybe it's time for you to find another person to communicate with the list.
You certainly aren't giving your end users that warm and fuzzy feeling.
(IMO)

 

Regards,

 

~Patrick

 

 

 

  _____  

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David
Barker
Sent: Wednesday, June 03, 2009 12:14 PM
To: declude.virus@declude.com
Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?

Darin,

 

I accept your constructive criticism. With regard to the situation;

 

1.       We recognize that this was a serious failure

2.       The issue was highlighted and resolved in the quickest possible
time

3.       Procedural steps have been put in place to ensure that this does
not happen again.

4.       This was an unfortunate circumstance and I understand the
frustration on the part of Declude customers

5.       We make every effort to meet the needs of our customers

 

My statement regarding increased prices has less to do with this current
problem as it has to do with moving forward and preventing issues like this
in the future. More $ means more resources which means more can be done
which equates to less risk in all areas.  Declude has given good service,
value for money and a product that works for minimum $. I understand that
the expectation is always more for less, however if customers expect more
than what is currently being delivered then I have to ask the question, in
clear, open and honest communication..

 

"Mr/s Customer" how much more are you willing to pay so that we can invest
in more resources in order to develop a better product?    

 

David Barker
VP Operations Declude
Your Email security is our business
978.499.2933 office
978.988.1311 fax
 <mailto:dbar...@declude.com> dbar...@declude.com

 

 

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Darin
Cox
Sent: Wednesday, June 03, 2009 11:50 AM
To: declude.virus@declude.com
Subject: Re: [Declude.Virus] Declude Virus inoperable for 13% of th year?

 

Wow, what a way to respond to a long-time, loyal paying customer!  Instead
of apologizing for the serious problem and relaying what steps are being
taken to avoid it happening again (a simple reminder in the calendar system
of your choice would suffice), it's being thrown back in the customer's
face.

 

Regarding the question of increasing prices for service agreements, that has
no bearing on a current customer who has already paid the fees.  Such
customers should expect the service they paid for to be rendered.  Failure
to do so is a breach of agreement on Declude's part.  While we are all human
and problems can occur, this is a serious failure, and the tone of the
response being putative instead of apologetic makes customers less
forgiving, not more.

 

To be frank, many customers are asking what they are paying for, when fix
and feature requests take months to be released, or not at all.

 

I understand the situation may be frustrating, but it's often best to step
back for a moment, vent elsewhere if needed, then respond professionally to
customers.  Clear, open, and honest communication also helps.

 

Please don't take this email as incendiary.  It is meant to be constructive.

 

Darin.

 

 

----- Original Message ----- 

From: David Barker <mailto:dbar...@declude.com>  

To: declude.virus@declude.com 

Sent: Wednesday, June 03, 2009 11:07 AM

Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year?

 

Andy,

 

a.       Declude Virus does not have a built in system to report this error
as with this specific example. What happened here is not the norm but an
exception.  It was not our choice to hard code the expiration date but a
requirement from AVG. In this instance the specific persons who we had been
working with at AVG are no longer with the company and the process of having
this renewed took longer than usual. 

 

b.      I am not sure if you are being facetious, but if it makes you feel
better, sure you can schedule a reminder for me,  please email me at least 3
month prior of the new expiration date 2010-12-31 

 

c.       Yes AVG was not working as it should have been since 2009-04-10 I
agree with you -  this is totally unacceptable, intolerable, painful and
should not be brushed aside lightly. You are correct in your observations,
we should increase our prices dramatically so we can hire more developers to
ensure unfortunate incidents like this don't happen again.  Considering the
market and what other vendors charge how much more are you prepared to pay
for your service agreement so that we can meet this type of requirement ?

 

David Barker
VP Operations Declude
Your Email security is our business
978.499.2933 office
978.988.1311 fax
 <mailto:dbar...@declude.com> dbar...@declude.com

 

 

 

From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy
Schmidt
Sent: Wednesday, June 03, 2009 9:08 AM
To: declude.virus@declude.com
Subject: [Declude.Virus] Declude Virus inoperable for 13% of th year?
Importance: High
Sensitivity: Personal

 

Hi,

 

Dave - so now that we have a working Declude Virus again, what can be done
to prevent this from recurring.

 

a)       Apparently Declude Virus has no error tracking in place at all -
otherwise it would have REPORTED to us (or your own Declude to your own mail
server) that the AVG API was no longer performing scans?

 

b)       Do the customers need to set a follow-up reminder for December
2010, which is when your new renewed AVG license will expire?

 

The old DecludeProc had THIS AVG License String:

 

LicBeg, Ver=1.0, Name="Declude", Exp=2009-04-10

 

So this implies, that the product was inoperable since April 10th for every
customer because Declude didn't obtain a new annual AVG license and had to
wait a few days for this "transaction" to complete? That means the product
was unusable for 13% of the year?

 

This can't just be brushed aside quietly. 

 

Best Regards,

Andy 


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