Up till now, we've been doing support on an hourly basis with occasional sales of blocks of time. We've decided that our customers more often than not skimp on support. They don't budget for it at the time of purchase and then try to get along with little to no extra help. Because of this, some of our customers aren't getting as much as they should out of Studio Manager.
One option would be raise the price of Studio Manager so that we can offer more support with the product. Right now you get one hour of free support. We could raise the price of Studio Manager by a few hundred dollars and give you 5 hours of support. But that would penalize those of you who prefer to do things on your own with your own local or in-house FileMaker talent. Studio Manager is very popular among firms who are already using FileMaker. We aim to please, so we are going to attack the support issue by offering you incentives. Yeah, that's right, discounts!
Here's what we are thinking right now. Provide the following discounted chunks of service that can be purchased in advance: 5-hours, 10-hours, 25-hours and 50-hours. If you need a different number of hours, you can add additional hours to any one of these plans. If you want 35 hours instead of 25, for example, we'll sell you all 35 hours at a better discount than you would get by buying both a 10-hour and 25-hour package.
Discounts will range from about 5% for the 5 hour block of time to a little over 20% off for the largest block of hours. You will have 12 months to use your hours. We are working on the support packages this week and should have something firmed up by week's end.
If you happen to see this post before we've finalized our support packages and pricing, please let us know what you think. We would love the input.