Member support: points out, subscriptions in (Updated 2014-02-15)

Back in 2009, we changed our support from a “best effort” model to an experimental “pay per use” option where people purchase a block of support points and then we charge a variable number of points based loosely on how much time we spend responding to an issue.

Over the past few years, the support points model has proven wildly unpopular with virtually everyone (including us), unprofitable, and it hurts the quality of support we provide. Consequently, it must go. Effective immediately, we are replacing this model with a support subscription where people make a conscious choice about whether they want individual support or not and then either pay or don’t pay a monthly fee of $5.00 based on that choice. (If you currently have support points and prefer that system, you can keep your points as long as they last, but you won’t be able to buy more.)

We’re also making several changes to our support system to make it easier to interact with.
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