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The reasons behind our Support price changes

Posted in Blog, Development, Support and tagged , , , , on by .

We created Jigoshop with one aim – to make the best possible WordPress eCommerce solution. And almost two years later, we’ve achieved a fair amount of that ambition, although there’s still a lot more to do.

Part of that aim has been to continue to evolve and improve our core Jigoshop product. But a major element is the support for when things don’t work quite as they should – and with a huge range of plugins, hosting providers and other factors, the need for quality support has grown massively alongside the numbers of Jigoshop businesses and users around the world.

As a result, we’ve needed to invest heavily in improving our support, and already we’ve:

  • Increased the number of support staff available
  • Ensured we have coverage across more time zones
  • Invested in more development and training for our support staff
  • Cut UK time zone response and resolution times by 20%

Despite the costs of adding staff, increasing our availability, and responding more quickly, we’ve tried to keep the costs of support as low as possible, and there hasn’t been an increase in prices since we launched 20 months ago – despite the state of the global economy, and the effect it can have on cash flow.

But there comes a point where we can’t continue to improve and develop Jigoshop, particularly Support, as a loss-making exercise. So from today, the new Support package costs will be $39.99 per month, or you can save 50% on the cost for 12 months by signing up for an annual subscription for $239.99.

This means we can ensure that if you’re using Jigoshop to power your business, you can be assured that your livelihood is well-supported.

And if you’re using Jigoshop to develop and design eCommerce sites for multiple clients, the cost is still very manageable. With 5 clients on-board, the annual cost of full support is less than $50 per client, per year, which could be factored into annual billing for hosting and other maintenance, for example.

It also means that although we don’t provide support via the free community forum, we can continue to offer it as a way for you to connect with other Jigoshop users, developers and more. And we can plan improvements to how it operates in the future to make it a more effective free resource for you, alongside our Premium Support.

This year we also want to spend more time explaining how Jigoshop is working as a business, and to keep building the relationships we have with you. Building transparency into our operations, and remaining committed to open source are two big reasons why Jigoshop is growing, and why we’re still as passionate about providing the best experience and community as we can.