Unless you also purchased some sort of additional maintenance plan that guarantees you get major upgrades, you have a pretty narrow window to qualify for free. Something like 30 days or so. But the good news is that you do get a reduced rate on what the upgrade costs.
Cheers... Rick :)
Within six months of purchasing Camtasia you can purchase the maintenance agreement for $49.75.
This would be a backdated purchase. However, this would allow you to update to version 2018 for that price.
Which is not free. But it’s cheaper than a standard upgrade. I know that’s not what you want to hear, but that’s the best I can come up with.
First with regard to support. The major versions that support is ending for this year were originally released in 2015, and that support ends only if you didn't purchase optional maintenance. We provide free phone support for the current version. And the caliber of our support people are incredible. Now if you've had a bad support experience with a supported product version then please do escalate because that is not ok. But my view is that TSC offers better support than typical. Two year (free) support and 0 phone support is more typical from what I'm aware. If you think I'm wrong, please tell me the vendors you are referring to and their policies, I'm happy to reassess because we do want to be best in the area of support. Our resource decision, as always, is whether we put our resources on the new which is where it's often hardest for our customers to onboard, or on supporting the past where isn't always pragmatic to patch (especially if the operating system or third party technology is now also typically unsupported). How would you improve support if you were us?
It's always been true, for decades, that we didn't publish the planned date of the major, and when we released the major, it ended free updates for previously purchasers (unless on maintenance, with exception of something like a critical security patch). That's a pretty typical perpetual model. We've released majors as quickly as 9 mos apart, 12 mos with this last Snagit major, and have occasionally gone long periods with Camtasia majors. Note that we observe annual majors as the growing industry standard, agreed? Perhaps part of the problem is that we've simply not communicated our release cycle and future plans and should?
But whether our release cycle is 9 mos apart or 3 years apart, there is always the event that a customer who bought a few months before the new major feels cheated. Even if there is an "expensive" feature in the major, there are always some customers won't value that feature and be annoyed they didn't receive the other updates. Maintenance is intended to serve as software assurance - insurance to reduce that risk - but either customers don't know that when they purchase, or don't value that security for the price. Maybe if we guaranteed the next major always if you bought maintenance (even if that major it was longer than a year away), then it would be more attractive?
Although we've done it this way - for decades - this kind of perpetual/major release model feels a little dated to me personally and we had begun to wonder if it was time to change. So last year we did a customer survey which was focused on this issue. One model we were specifically curious about was Altassian's model. When you buy the product, the first year of maintenance is bundled in with the purchase price. So you are guaranteed one year of updates no matter when in the development cycle you buy. But there are zero updates after that, if you don't renew maintenance, including zero bug fixes. There is also the pure SaaS rental Adobe type model which I'm sure you all know. The good news there is that if you use for a year, you only pay for a year and you never have to worry about being on old software that has become unsupportable. Are these the models you'd prefer?
What we found from the survey is that about 30% of customers wanted an annual SaaS model, which was higher than we would have assumed but not yet high enough to action. What was the bigger finding is that most customers didn't want to upgrade annually anyway - that was too frequent of a change event for them - they wouldn't typically upgrade more than every two years even if it was free. Most of the non SaaS contingent, and conservative upgrade contingent, expressed that they wanted the control to wait to see the major to decide to upgrade or not, not just based on the financial value to them but also based on the change impact/risk to them and their organization. Another way to say this is that they were happy with the release they trialed and bought and weren't anxious for new release at all. Because of this general customer view, we didn't change the model at the time. But it still has been on our mind as something to watch customer sentiment on - hence my interest in this thread. Does this customer feedback surprise you?
Any comments on the above?
Thanks for your time.