Carl Hancck

@donnacha of WordSkill – The way we handled our change from lifetime to 1 year of support and updates was planned for the exact reason you described. It wasn’t by accident and was handled exactly as we intended and planned in advanced.

We turned something that would normally cause grumbling into a marketing opportunity to drive short term sales. Not only that but we marketed heavily to existing users to upgrade to the Developer License from the Personal License and Business License before the change went into effect.

We actually did this for something like 2-3 months prior to the actual change in th Frms and conditions and it did boost both sales and upgrades prior to the change.

I would say that those users don’t pose a support burden now. But those were still fairly early days, so the user base wasn’t as large as what WooThemes user base currently is. So I’m most definitely glad we made the change when we did instead of waiting too long. I think we were one of the first to go down this route. Or at least the first mainstream well known plugin to do so.

We planned it out and executed it exactly as we intended and instead of receiving backlash we were able to turn it into a successful sales and marketing opportunity.

Honestly the users the pose the biggest support burden are Personal License users as they tend to be less savvy. And as I mentioned before, the vast majority of our support revolves around issues caused by theme conflicts, plugin conflicts, and server related configuration issues rather than actual bugs in our code. But that’s life supporting a WordPress product.

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