Hi David, Thanks for the feedback.
Yes, many TS calls spread out to DNS, MX Records, IIS, firewalls or other network/environmental issues/interactions. We understand it's the nature of software/technology and isolating an issue can mean troubleshooting in a pretty large sandbox not necessarily under Ipswitch's control. Per incident pricing is very interesting. Analog to that is creating new product skus that cover "software upgrades only" something we actually do for WS_FTP Professional (Upgrade is software only, and the Service Agreement is upgrades and support for 12 months). Timing wise, we definitely learned from the holiday related release! As far as Apache goes, we will be focusing, short term, on making it easier and smoother to work with IIS - that is our primary platform. Then we will spend some cycles on adding Apache. Bye for now, kg -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of David Gregg Sent: Wednesday, January 04, 2006 8:51 PM To: [email protected] Subject: Re: [IMail Forum] Status of IMail 2006.02... Kevin, > I understand the frustration... I've personally been on dozens of calls > and > emails resolving issues, including over the holidays. As usual, your participation and comments are always appreciated. We are happy with the new 2006 product so far (on new installs). It seems to work great on single domain servers. BUT - In all honesty, we have not upgrade our ISP shared servers (multi domains) due to the numerous problems being found. Typically we will wait for two or three hotfixes anyway before taking the plunge on major releases of IMail. Maybe releasing the first week of January would have been better. Major releases before holiday schedules and vacations are a bad recipe. As for your statement addressing explaining the long hold times (staying with a customer as long as it takes). In all fairness to your other paying customers, IPSwitch should support *one* set of web installation instructions and not spend time working with people who want to run modified/secured environments that require settings not included in the installation instructions. Securing servers is a basic hosting need and it is solely up to the admin of the server to tighten things up as required. You guys aren't IIS gurus - don't waste our support hours trying to be. Most .NET applications are written to run on default IIS installations and the burden of securing the underlying filesystem, impersonating users, etc... etc... are all duties of the system admin. Personally, I'd prefer to pay lower annual maint prices and $250 per issue to get on-line with a *senior* technician. If it turns out being a bug, you refund the $250, otherwise you keep it for services rendered. Because there are so many variables (TCP, DNS, Firewall, etc...), your current model sucks you into 'supporting' more than the imail product (Do you have port 25 open on the firewall? What's a firewall? Is your domain configured correctly in DNS with an MX record? What's a DNS and what is an MX record? You know what I'm talking about here :) Have a good evening Kevin. Keep up the good work. Regards, David Gregg dgSoft Internet Services +1 (949) 584-1514 -- mxGuard for IMail The no-nonsense antispam and antivirus solution. Download a free 30-day trial at http://www.mxguard.com/postmaster/freetrial.asp -- To Unsubscribe: http://www.ipswitch.com/support/mailing-lists.html List Archive: http://www.mail-archive.com/imail_forum%40list.ipswitch.com/ Knowledge Base/FAQ: http://www.ipswitch.com/support/IMail/ To Unsubscribe: http://www.ipswitch.com/support/mailing-lists.html List Archive: http://www.mail-archive.com/imail_forum%40list.ipswitch.com/ Knowledge Base/FAQ: http://www.ipswitch.com/support/IMail/
