This is one of those "very hard to write" blog posts.
What happened to support
So, straight talk: During the past four months, as I was putting all of my energy into finishing mangrove (and also had my fair share of "well, that's just life"... diversions), support at valanx simply collapsed. For that, I am truly sorry.
Jake had been in charge of support for five years. He was always self employed, splitting his time between his own and valanx clients. As many of you know - he did a great job at helping people out for all those years. He then accepted a job at a company, starting November, and we made plans for him to ease the transition period and train a replacement to handle the bulk of the tickets while Jake would continue servicing the more complicated cases on a reduced number of hours per week.
That last part of the plan has now been in constant state of "will they, won't they" for all this time and I have decided to pull the plug. This is not the level of support you are expecting from valanx and every additional day in limbo is one too many for you to bear. After all the years of good collaboration I was willing to give a couple more second chances, but the promises were never fulfilled and this simply isn't working.
What happens now
I have switched back the ticket system to have me in charge of the replies and will start answering tickets today. At my current workload, I can afford to spend about two hours per day on tickets. I hope I will manage to get our backlog down while at the same time making sure that newer, shorter requests are dealt with quickly. So my plan is to split my time doing a bit of both each day. This still means that it might take a while for some of you to hear back from me, though. I'm doing my best to get to you quickly.
All support time for those of you who waited and are still waiting will be free until the current backlog is dealt with. Access Time lost during this period will be restored 200%, no matter for how long you waited, and will be added either to the current day, or your expiration day - whichever is later.
In other news...
The other good news is that I'm finally at a point where mangrove is usable and I can thus get back to finishing the AEC release. Just in time to gather a last round of bug reports from the tickets, I suppose! I will also start using mangrove to get updates to you very soon, so no more downloading and uploading packages through support.
I have some exciting ideas on how to make our support better, too, although the plan was to use that technology to enable others to do the support better. Guess I have a much higher pressure on that one now that I'm in charge!
Feel free to comment below or send me an e-mail through the sales form.
And finally, again: Sorry. Now let's get this thing working again.