Comments on: Member support: points out, subscriptions in (Updated 2014-02-15) A blog from the staff at NearlyFreeSpeech.NET. Mon, 31 Mar 2014 20:42:40 +0000 hourly 1 By: jdw Wed, 19 Feb 2014 16:17:39 +0000 In reply to Steven.

Sure, here are some recent examples:

– A question about how fast aliases can be moved between sites.
– Figuring out a problem with colliding MySQL usernames that kept locking a person out.
– Recovering a domain name that was accidentally abandoned.*
– Recovering deleted content from our backups.*
– Help configuring a site’s aliases and canonical name settings for best compatibility with SSL.
– Why is my site so slow?
– Help figuring out a way to delete files from specific folders automatically at specific intervals.
– A question about ICANN’s new whois data accuracy project and how it affects that member.
– Help figuring out 500 errors caused by an old .htaccess file under Apache 2.4.
– Help figuring out why DNS set up at a third party provider is breaking email forwarding.

I marked with a * the two where the person pretty much had to have a paid support subscription. In all the other cases, the person had another option (searching/posting on the forums, digging around online, experimenting) but chose to utilize our paid support. I can’t speculate about any individuals motives, but lots of times the alternative is tedious or time-consuming, and our goal is for paid support to be a faster, easier way.

Also, one of the above cases started out as a free assistance request, which would have failed with an automatic error message, but because the person also had premium support, we were able to convert it to a support request and get them to the result they wanted.


By: Steven Wed, 19 Feb 2014 11:25:37 +0000 Not a customer yet,

Could you give examples of what would come under paid support?

By: David V Sat, 18 Jan 2014 08:42:04 +0000 Support in general is expensive, I suspect that most people that gawk at the $5/month starting pricetag don’t really grasp this. You don’t need to have worked in customer service to understand that fixing your own computer or car can save a lot of money. The same goes for your own website.

You guys are the best _business_ I’ve known in transparency and integrity. I really would pay more for the base service if you asked. The quality here is that exemplary.

By: Thoughtful Fri, 17 Jan 2014 09:14:39 +0000 It’s heartening to see not only your transparency, but also the amount of thought you have put into this.

For me a $5 starting subscription is not really needed since I have not contacted support so far. But over time, if you end up reducing the “sign up” fee (and the subscription fees), it may appear more attractive.

(Off topic content removed.)

If you want support to be there when you need it, we need you to pay for it on an ongoing basis so that person will be trained and available when your day comes. If we find too many people are waiting until the last minute because they estimate they will come out ahead, we will have to change the math so that’s not the case. So if you wait, the initial cost will almost certainly go up, not down. -jdw

By: arT2 Thu, 09 Jan 2014 13:45:20 +0000 it’s awesome how transparent we get informed. thank you.

By: matt w. Thu, 09 Jan 2014 02:24:57 +0000 As always, your honesty and transparency is staggeringly refreshing and invigorating. Thank you.

By: Calvin Sun, 05 Jan 2014 21:42:24 +0000 I really support this revamp of the support system, and my only suggestion is to perhaps create a more incentives to subscribe to support before needing it, like maybe a few cent refund (or more, depending how much you’re able to do the whole cost dropping over time thing goes) off the first month if you don’t use support that first month. I was about to suggest open enrollment every year, but that’s too much like health care. =P

Anyhow, this is great, and thank you for the continuing great service.

We also considered the open enrollment every year idea and decided against it for that very same reason. 🙂 -jdw

By: Sean Sun, 05 Jan 2014 02:55:01 +0000 Very nice – while I will not be buying support at this time, I do really like the setup. Keep up the good work!

By: Porter Hall Fri, 03 Jan 2014 01:35:13 +0000 I support this decision. Hehe.

By: Steve Fri, 03 Jan 2014 00:42:51 +0000 I have support points left but I’m on board. NFS has hosted our small business for years without any problems and for pennies 🙂