Access to Premium Support

Solar2D Native builds
#1

I’m wondering what “Access to Premium Support” is? Is this through the forum? Is this relative to http://coronalabs.com/products/support-training/?

I’m an Enterprise (small business) subscriber and I’m going to afford several key projects with it, for some big customers. I would like to understand how to get support.

I see many threads here with no reply or very basic replies with no deep technical help.

I subscribed for the Corona Professional Services, two times, and no reply…

Upgrading to the email support is very expensive (120$ / month!), so 1440$ per year just for an email support that I’m not sure to need :). The paid support is $1125 /5 hrs which seems expensive compared to the email support from the unlimited enterprise subscription…

I’m lost.

Thanks for your help and clarification.

#2

dmerkersa - sorry about the confusion. Let me clear things up:

  • Corona Enterprise Unlimited is mainly meant for larger customers (hence the “unlimited” revenue) and that includes email support. However that is still “best efforts”.

  • If you need support where we are sure to respond quickly (within a day) and help you with whatever issue you are having, then you would need to purchase Premium Support (http://coronalabs.com/products/support-training/)

  • CPS would come into play primarily if you have a specific project that you need help on and that the team could undertake for you. 

Based on your email, I suspect Premium Support is what you may need. But I’m happy to look into this in more detail and see how we can help. Feel free to email me: david AT coronalabs.

#3

Thanks David.

I understand.

So the line “Access to Premium Support” in the licence comparison means that I can buy a Premium Support for $1125? It’s quite confusing (and almost misleading). So there is no support at all if I don’t pay or there is a support through the forums?

Note: I still don’t know why CPS are not responding to my emails :slight_smile:

#4

dmekersa - Yes, exactly. It means that you can buy Premium Support. The reason it’s there is that we otherwise had gotten people that were using Corona SDK Starter (which is free) and buying Premium Support for us to help them with their apps. For a couple of reason, that doesn’t make much sense for us financially. So we do restrict Premium Support to paid customers.

But there is support via the forums for everyone. We do our best to answer questions and the community also does a great job.

Sorry about the CPS thing. I am going to check on that asap.

#5

dmerkersa - sorry about the confusion. Let me clear things up:

  • Corona Enterprise Unlimited is mainly meant for larger customers (hence the “unlimited” revenue) and that includes email support. However that is still “best efforts”.

  • If you need support where we are sure to respond quickly (within a day) and help you with whatever issue you are having, then you would need to purchase Premium Support (http://coronalabs.com/products/support-training/)

  • CPS would come into play primarily if you have a specific project that you need help on and that the team could undertake for you. 

Based on your email, I suspect Premium Support is what you may need. But I’m happy to look into this in more detail and see how we can help. Feel free to email me: david AT coronalabs.

#6

Thanks David.

I understand.

So the line “Access to Premium Support” in the licence comparison means that I can buy a Premium Support for $1125? It’s quite confusing (and almost misleading). So there is no support at all if I don’t pay or there is a support through the forums?

Note: I still don’t know why CPS are not responding to my emails :slight_smile:

#7

dmekersa - Yes, exactly. It means that you can buy Premium Support. The reason it’s there is that we otherwise had gotten people that were using Corona SDK Starter (which is free) and buying Premium Support for us to help them with their apps. For a couple of reason, that doesn’t make much sense for us financially. So we do restrict Premium Support to paid customers.

But there is support via the forums for everyone. We do our best to answer questions and the community also does a great job.

Sorry about the CPS thing. I am going to check on that asap.