Warren, Reference: Not paying for support and losing patches.
At JSS, we provide access to updates regardless of whether a customer is paying for support. When politely asking if a customer wishes to renew their support, because we're always grateful for their business, we point out that support is optional. However, we'd like to think we've worked hard for a support renewal - by offering a personalised support service, regular updates, giving everyone an opportunity to shape the product direction - and most customers decide to renew. It's occurred to me that this is an interesting quandary for any company. If they believe their support service is valuable, they'll offer upgrades/patches to organisations that have purchased a license regardless of whether they pay for support, confident that their customers will always renew. But if the service is poor, the customer won't renew support. It's a great way to benchmark a business and the leadership offered by all those involved. John _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
