Thread

I’m a little confused about how technical support will be provided for EE 2.x:

Download Accounts will be going away when ExpressionEngine 2.1 is released in favor of a more traditional software upgrade path. This means that some ExpressionEngine 2.x updates will be free and some will be paid upgrades. This gives you full control on deciding if an update is worth paying for or not. … Security updates for 2.x will always be free and will be back ported to all versions of ExpressionEngine 2.x.

Upgrading to the latest version or build of EE has been a typical “first step” of EE’s technical support. Assuming I purchase a license for an EE 2.1 installation, how long is technical support provided? Until the next paid upgrade is released?

Upgrading to the latest version or build of EE has been a typical “first step” of EE’s technical support. Assuming I purchase a license for an EE 2.1 installation, how long is technical support provided? Until the next paid upgrade is released?

I don’t know if that’s been decided. For instance, when 2.0PB is released, we’ll still be supporting 1.6.x. We’ll recommend upgrading to the most current build/version of that particular branch, not necessarily up to 2.0PB.

I’ll have test beds for both versions for support purposes, but I upgrade to the most recent builds as soon as they come out.

Does that help?

I think the question is more aimed at: When he runs 2.1 and the latest buyable version is 2.7, does he still get support?

Not sure. 😊 We supported pMachine 3 years after EE came out.

I am also a bit confused as to which updates would be paid and which not. It seems it will be at EE’s choosing?

If I purchase a Freelance License for 2.0PB will 2.0.1 (or w/e your name it!) be free or an immediate pay update? Or will pay updates only be at 2.1, 2.2 intervals?!?!

Thanks,
Klaman

2.1 will be a free upgrade for those that purchase 2.0 PB.

I think the question is more aimed at: When he runs 2.1 and the latest buyable version is 2.7, does he still get support?

Thanks Silenz, that’s right.

Not sure. 😊 We supported pMachine 3 years after EE came out.

I’d like to respectfully ask that EllisLab clarifies this. Like it says on the EE homepage, “technical support is a feature.” I think as a developer or a client it’s important to know how long the product you purchase will be supported.

Technical support is also one feature that helps me (as a developer) sell the use of EE to a client (who wonders why we can’t use an open source, i.e. free, CMS). Having a clear guideline on support will help prevent a lot of awkward situations and angry clients.

If you are referring for tech support for EE 1.6.8, it will be supported for a long time still. We anticipate at least 1 year, probably 2 after the release of EE 2.1. We can’t put a timeline on it because it depends on how quickly the majority of the community moves over to EE 2.x.

In terms of communicating with your client, its very safe to say that we’ll be supporting EE 1.6.8 for at least another year. I’ll review this with the team and see about posting something official in our Support Policy.

If you are referring for tech support for EE 1.6.8

No, you guys keep referring to 1.6.8. :| I’m referring to EE 2.x. Maybe I should clarify:

Assuming I’ve purchased a license for EE 2.x — how long is technical support provided for that specific purchase?

Ah, gotcha. Sorry, long day!

Technical Support for 2.0 is provided for 1 year after purchase. This year resets with any paid upgrade (meaning a new year starts from the upgrade date). However, this specific policy does not go into effect until 2.1 is released. For those purchasing the EE 2.0 PB it means you’ll get longer than a year of support from a single purchase since 2.1 will officially start the year of support.

I’ll make sure the Support Policy gets updated to reflect this.

Thanks for explaining, Leslie.

What happens if more than a year goes by between paid upgrades? It might be too soon to tell but is there an idea of how much upgrades will be?

What happens if more than a year goes by between paid upgrades?

Won’t happen.

It might be too soon to tell but is there an idea of how much upgrades will be?

Too early to talk about this, but it will be a reasonable amount like we’re known for.

One more question: What happens if I skip an upgrade?

I.e.:

2.2 is released for $40 with new features I was able to build myself with extensions for free. I let it go.
2.3 is released nine months later for $30 with something I couldn’t build and really want.

I have 2.1 and want/need to upgrade. Am I on the hook for $70 to upgrade to 2.3, or $30 for an upgrade to 2.3?

I feel like I need to be able to clearly explain to clients what financial commitment they’re making when they purchase EE. The download account system made that very, very easy; I understand the reasons for dropping them but I’m a little confused what with all the guesswork.

(I also realize you just launched a Beta today so I’ll try to be patient until things are cleared up “officially.” 😉)

I understand the want for clarification but we won’t be talking about upgrade costs/policies until 2.1 is released. But even in the “most expensive” case you describe it’s $70 for a year of professional tech support or $5.80 a month. In other words, we’re not talking about a substantial financial burden to maintain tech support.

The Support Policy has been updated to reflect this.