Jill,
First, thanks for addressing our concerns. That's one of the reasons I liked dealing with Ipswitch, while you (the company) haven't always done what we've wanted, you've listened and evaluated. That's one of the reasons so many on this list are upset. It seems like the company has decided to go after a whole new customer base and the heck with what got them there.
A two-tiered support system I could probably sell to my boss. I can get the smaller chunk to get upgrades, but I can't sell him on the higher price tag to get features we don't want or need. We (the customers) don't expect you to lose money on the operation. All of us here in one form or another know the cost of support. If you put the support on a per incident basis, more will turn to this forum FIRST before they come to you. That will cut out most of your problems AND provide the revenue for the problems you do work. I've used support once in the last two years. Your team was great in helping ID the problem. I don't mind paying for the support when I've exhausted all other avenues or time is critical and don't think any one else would mind either.
JUST TALK THEM INTO KEEPING IMAIL AS A STAND-ALONE PRODUCT AND KEEP SELLING THE UPGRADES! I can't justify ICS to my boss every year when I know there are more cost effective means available.
Again, thanks for listening and hopefully pushing our concerns up the ladder.
Robert Smith Futura ISP
Jill Jones wrote:
Hi Bryan,
The service agreement prices include the AV subscription renewals as well as service on the components in the ICS bundle (which in the case of the ISP/EDU bundle is IMail, KWM and AV). There is one typo in the list concerning the renewal of the ICS ISP Edition – that number should read $3,995 instead of $4,995.
What I would be curious to know is –
1) Since that $3,995 number includes subscription for unlimited Symantec AV, would it be more palatable to have two tiers for the ISP bundles – perhaps a 1,000 user level and an unlimited level? This would substantially drop the cost of the renewal (I can’t give numbers, as I don’t have them – since at the moment this is hypothetical).
2) If we were to continue to offer a stand-alone Service Agreement for IMail, what would be a fair price for such an agreement? Please bear in mind that the current $495 does not cover our Support costs, let alone our Development costs.
I am asking this forum these questions, not to start another flame, but to get some feedback – I would appreciate everyone’s use of correct forum etiquette. It is difficult for me to post here in good faith while getting personally flamed.
Thanks,
Jill
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*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Bryan E. Martin
*Sent:* Tuesday, October 26, 2004 5:39 PM
*To:* [EMAIL PROTECTED]
*Subject:* RE: [IMail Forum] Cross-grade concerns addressed (NEW SVC AGREEMENT PRICES)
Jill,
I received a PowerPoint presentation from Renee Breckenridge, my new account manager, which also gave the ICS Annual Renewal fees (new service agreement fees). They were as follows:
STANDARD EDITION:
25 Users $375
100 Users $995
250 Users $1495
Unlimited Users $2995
PREMIUM EDITION:
25 Users $449
100 Users $1295
250 Users $2695
Unlimited Users $4995
ISP/EDU EDITION:
Unlimited Users $4995
Should I decide to actually purchase ICS Standard Unlimited just to keep running IMail Server and receiving support and upgrades to a product I have invested three years of my time and profit in, my annual renewal fee will increase from $495 to a minimum of $2995, over 600%. But just to get there, I have to also jump the $4995 hurdle, which is over a 1000% increase in the first year.
All I have ever used is IMail Server. That’s all I want, that’s all I need, but Ipswitch is no longer going to provide me with that option. Jill, would Ipswitch rather have $0 from my company than $495? Is that truly the better deal financially for the company? Please respond to this e-mail. You have been very active in the form today. I would appreciate a straightforward response to my inquiry.
Thanks,
Bryan E. Martin
Ziggycom Online, Inc.
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*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Jill Jones
*Sent:* Tuesday, October 26, 2004 3:22 PM
*To:* [EMAIL PROTECTED]
*Subject:* [IMail Forum] Cross-grade concerns addressed
Hi Doug,
I hope that this post will address many of the concerns I have read on the forum yesterday and today in regards to crossgrading from IMail to ICS.
If you have a current Service Agreement for IMail or IIM, and are not interested in crossgrading to ICS, you will receive service for the life of your SA. This means that when we release software updates, such as 8.14, 8.15, etc., you will get those updates just as you always have. You will also continue to receive phone support for the life of your agreement. Ipswitch is not taking anything away in terms of service or support for the current product.
If you have a current Service Agreement for IMail or IM and are interested in crossgrading to ICS, then you will get a year of service, for all components in your ICS bundle, added to your existing SA.
Here are some examples of how this works:
If I own IMail and my SA expires in January 05 and I crossgrade to ICS in November 04, then I have service on all ICS components until January 06 – even the ones that I did not own previously.
If I own IMail and my SA expires in January 05 and I have Symantec Scan Engine, which expires in March of 05 – but I choose to crossgrade to ICS in November of 04, then I have service on all ICS components until March of 06.
Also, bear in mind, that the crossgrade and renewal prices include subscription fees and are not just for service and support.
Best regards,
Jill
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*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Doug Anderson
*Sent:* Tuesday, October 26, 2004 3:38 PM
*To:* [EMAIL PROTECTED]
*Subject:* Re: [IMail Forum] Getting facts on this straight before speaking to boss
That SHOULD be when it comes time for SA renewal. My complaint (maybe along with other corporate users) is
we paid the SA. That SA should of been prorated to December 31 if you have to buy before the 31. That 5995 actually is plus because our SA hasn't run out.
----- Original Message -----
*From:* Allen Taylor <mailto:[EMAIL PROTECTED]>
*To:* [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
*Sent:* Tuesday, October 26, 2004 1:54 PM
*Subject:* RE: [IMail Forum] Getting facts on this straight before speaking to boss
Limited-time offer until December 31, 2004 */ **Special offer for IMail Server and Ipswitch Instant Messaging customers **/* (You will be required to enter your valid serial number or service agreement number during your purchase. Offer valid for IMail server versions 7 and up and all versions of Ipswitch Instant Messaging.)
**25 seats **
//$695//* Order <http://www.ipswitch.com/purchase/crossgradeoffer.asp?SPN=MS-6101>*
**100 seats **
//$1,495//* Order <http://www.ipswitch.com/purchase/crossgradeoffer.asp?SPN=MS-6111>*
**250 seats **
//$2,995//* Order <http://www.ipswitch.com/purchase/crossgradeoffer.asp?SPN=MS-6211>*
**Unlimited seats **
//$5,995//
-----Original Message----- *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Jill Jones *Sent:* Tuesday, October 26, 2004 1:11 PM *To:* [EMAIL PROTECTED] *Subject:* RE: [IMail Forum] Getting facts on this straight before speaking to boss
Hi Sharyn,
What Edition are you interested in, Standard, Premium or ISP?
The renewal costs for each of those unlimited editions are $2,295, $4,995 and $2,295, respectively.
Jill
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*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Sharyn Schmidt *Sent:* Tuesday, October 26, 2004 8:19 AM *To:* [EMAIL PROTECTED] *Subject:* [IMail Forum] Getting facts on this straight before speaking to boss
Suppose I want to fork over the cost of the special price for current service agreement holders, which looks like $5,995.00 for unlimited seating..
I get a year's service agreement with the upgrade software.
Next year, I want to renew the agreement.
Will the new service agreement also cost me another $5,995.00????
Sharyn
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