Apology for the last four months of support

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.

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Written by David Monday, 10 February 2014 09:18
AEC Webinar

The people over at CloudAccess.net were kind enough to host a webinar for AEC. If you missed it, you check it out here:

It covers the very basics of setting up AEC. Since I was cut short time, we decided it would be best to do a second webinar for more advanced stuff.

My main plan for the "advanced" webinar is getting into the details of setting up MIs, showing some more hands-on examples of how to integrate with other components.

If you have any questions that you want to see covered in the "advanced" video, just leave a comment below and I will try to get it in.

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Written by David Tuesday, 02 July 2013 07:58

Hey, so bad news first: The new version of AEC won't happen before I go on vacation. I've done the opposite two times and every time, Jake just about killed me because I had missed a bug and he had to make up for it. I will only be gone for a week though and the new release is pretty much ready - so it's only a short wait which also gives Jake more time to test the release. Allowing for some "things fail all the time" time, I've set the release date for the first of July.

Of course, I don't want to just vanish empty handed. I have decided to give everybody a little more insight in what you can expect from us in the coming months. So without further ado, here's four blost posts at the same time:

So - What happened?

Where I detail my path from the end of last year to today and give an overview of what will happen in the near future.

Introducing mangrove

Introducing the package manager that I have been working on.

Introducing mangrove - for software developers

Some more technical details on mangrove.

Pricing Update

Our prices will get a tad cheaper for existing clients and we add membership levels for the direct update connection via mangrove.

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Written by David Friday, 14 June 2013 00:00

So, after giving a quick overview of mangrove (here), I couldn't help myself but also share a couple more juicy details. They are really only interesting to people who are software developers, so I decided to make it a separate post.

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Written by David Thursday, 13 June 2013 00:00

With mangrove coming up, there are a couple of changes to our pricing.

TL;DR: Existing members will pay a bit less, but get more. We're also adding new levels for mangrove.

Check out the full pricing table, details, FAQ and comments after the break.

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Written by David Wednesday, 12 June 2013 14:56
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