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
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
I agree with everything except point C. You are already being paid for this
and it does not take a new hire to handle it.
Proper procedures should prevent an incidence like this.
I gather that you are frustrated David by the tone of point C.
Rest assured that most of us are quite
I'm out of hte office at this time but I'll give you a call on this when I
-- Original Message --
From: David Barker dbar...@declude.com
Date: Wed, 3 Jun 2009 11:07:24 -0400
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
I have to agree with Darin on this one.
Take some deep breaths before replying to emails mate.
123 Marbella Internet
W: http://www.123marbella.com/ www.123marbella.com
E : mailto:cr...@123marbella.com cr...@123marbella.com
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
3. Procedural steps have been put in place to ensure that this does
Oh, now you really got me going.
Declude Virus does not have a built in system to report this error as
with this specific example
The problem is not the hard-coded expiration itself. Clearly, when this API
(including the hardcoded expiry) was originally implemented, the fact that
Darin Cox said:
that the AVG API was no longer performing scans?
David Barker said:
Declude Virus does not have a built in system to report this error as with
this specific example.
Is this true? Has my Declude virus scanner been inoperable?
My Declude logs look OK, but I guess that's
Breathing and counting to 10 . ;)
Whoever wrote this API implementation simply was too lazy to properly
handle and report on the condition that absolutely was going to occur with
100% certainty on 4/10. That's a programming 101 and this flaw must be
fixed, not discussed. It's when an
Let's turn this around:
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
Yes this is true, however Declude EVA does not totally rely on virus
signatures of AVG to stop virus' in your case you were not vulnerable as
Commtouch ZEROHOUR virus was still operational as well as the built in virus
detection by Declude EVA. We would still suggest you upgrade to
Maybe I am misunderstanding you but the AVG issue that occurred has been
resolved, and should have never happened, now let's move on to the real
issue at hand ... I am challenged with, how do I prevent such issues
occurring in the future? As my resources are currently maxed what are my
That's the point of the discussion. Declude added a hard-coded end-time but
didn't add a handling mechanism that deals with the event when (not IF) the
end-time was absolutely going to occur on the predescribed date.
Consequently there were/are only indirect ways to find out:
I didn't want to weigh in on this, but since I have a lot of experience with
trying to do too much with too few resources I feel the need.
First I'll say that item c. in David's response came across badly and certainly
seemed to express a certain degree of frustration, probably due to the
I think taking a software company to task on their lack of control DOES
benefit all users technically!
I didn't introduce pricing and staffing into this discussion - YOU did! Now
you take me to task for responding to your pricing/staffing issues that YOU
Let's not forget you are
For this particular case: If AVG requires a fix license date, then add an
alert mechanism so that customers (specially those who might not upgrade
until 12/2010) will receive an explicit notice that their Declude Virus is
inactive! The log file would be the minimum - but ideally
Here is the full breakdown.
The Good ol' Days
EVA - Service Agreement $195.00
JunkMail - Service Agreement $195.00
HiJack - Service Agreement $75.00
Didn't realize I was paying for CommTouch ZEROHOUR and for Hijack?
How do I turn on CommTouch, since apparently I've been paying for its
maintenance since at least 2008?
No, I am NOT complaining about the amounts. I've many times forced money on
various developers because I want them to be
My payment history is more like Andy's. We paid $264-$295 annually for our
service agreements (JunkMail/Virus) from 2002 to 2006. We never had HiJack.
- Original Message -
From: David Barker
Sent: Wednesday, June 03, 2009 1:50 PM
At times like this its OK to sigh these emails: David your pinata Barker
From: David Barker dbar...@declude.com
Sent: Wednesday, June 03, 2009 4:14 PM
Subject: RE: [Declude.Virus] Declude Virus
I think I would rather be a piñata with 20 screaming kids at the moment- at
least that way once the candy has dropped they would leave me alone ;)
From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Nick
Sent: Wednesday, June 03, 2009 4:23 PM
Again to combat this we just need additional developer/s so that we
can dedicate one to maintenance and the other/s to innovation.
So you have a single developer who is working full-time on the
product, and the maintenance of the product takes an entire
person-day? Like on
1- What will happen to those who have a perpetual licence but no SA on
2- The prices and number of developpers is declude buisness, we cannot force
you one way or another
but once you make your choice, we, the customers, make our decisions based
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