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HomeHomeOur CommunityOur CommunityGeneral Discuss...General Discuss...Revenue from commercial modules?Revenue from commercial modules?
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12/5/2009 6:26 AM
 
Sebastian Leupold


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www.dnnwerk.de
Joined: 3/8/2004
Posts: 46212

I agree with Eric: module developers need to provide good support (just an unmonitored forum is not sufficient) and add the effort needed in to their calculation. On the other hand, maybe users need to accept, they can't get unlimited support included if they buy a module for a few bucks.

Cheers from Germany,
Sebastian Leupold

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12/6/2009 2:21 AM
 
Greg Brown


Joined: 6/14/2006
Posts: 669

I think Rodney, Eric, and Sebastian are correct on all points.

Module developers spend a huge amount of time (relative to the complexity of their module) on support. This is one of the major reasons OWS went open source with paid support. Plus there are other factors involved. One being the vastly different levels of knowledge and abilities between the different users of the modules.

This is why I think third party module developers need to seperate the support from the product. i.e. Product  is $25.00 stand-alone,  or $50.00 with support.  And you can add support later if need be.  This allows more knowledgable users who may not need support a lower cost, it relieves some of the support burden from the developer, and still provides solutions for entry level users or users who get stuck.

One thing you will see in most of the product forums is many people don't take the time to search for answers - they just ask without looking. Why? Because support is free and asking takes much less time than searching.  The developers, not wanting potential buyers to see a whole bunch of threads with zero replies, are forced to spend the time to answer. 

 
 
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12/6/2009 5:36 PM
 
Tony Henrich


Joined: 12/15/2008
Posts: 838

Why are module developers getting too many support issues? Bugs in their modules? Issues with DNN integration? Requests for new features? what?

If the module has bugs, it's the developer's responsibility to produce a reliable tested module. Common questions can be added to the FAQ. If I get questions that are already in the FAQ, I would tell the person it's in the FAQ to get them to use the FAQ. What's the point of investing in a FAQ if users are too lazy to search.

Feature request can be replies with a canned reply that it will be considered. Yes support is getting more expensive to provide. Reliable and easy to use modules will deflect a lot of these costs.

 
 
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12/6/2009 7:31 PM
 
Sebastian Leupold


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Tony,

from my experience (and I got quite a lot in these forums), support is not only needed for bugs and FAQs, even simpliest modules evoke questions on how to use (regardless of existing manual of FAQs), how to improve, ...

Cheers from Germany,
Sebastian Leupold

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12/7/2009 10:19 AM
 
Armand Datema


Joined: 9/16/2003
Posts: 787

Hi

Well ive been sellign modules and skins for a while, not too much now because custom work pays better. The amount of support for even the simplest things can take quite a while. Dont overrate the knowledge of your general customer ( I know I did that quite often when I started )  People can screw up even the simplest things. I had people installing modules as skins skins as modules containers as skins even if i had 10 page step by step documentation.

Compared to other products you cant rely do high prices althos there are a few modules that cost top price for instalce activesocial is $400 but that filled a perfect nice. Also any type of image or media gallery doe sseem to work. For my taste most of therm ar eoverly complaicated with way too many options but somehow they end up in best sellers. Others are just simple repacks of jquery functionality in dnn modules.

 

 

Armand Datema

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