I didn't want to weigh in on this, but since I have a lot of experience with trying to do too much with too few resources I feel the need.
First I'll say that item c. in David's response came across badly and certainly seemed to express a certain degree of frustration, probably due to the problem occurring in the first place as much as the responses from users. When you don't have enough resources you sometimes let things slip. You get them working with every intention of going back to put in place the needed checks to keep everything working. It's simple to add an appointment to a calendar, but unless you have a common calendar you're only giving yourself notice and that's probably not the best way to handle it. So, you plan to do it right and then it slips away in the rush of getting other problems fixed. David has stated that he has put procedures in place to prevent this from happening again and you either believe him or you don't. If you don't then you are probably already looking for an alternative product, and working on your security budget to accommodate the higher cost. I have received great service from Declude and since Interceptor came out I'm virtually ecstatic so I'll be sticking around and hoping that the prices stay low. Dan Shadix IT Systems Administrator Terry Reilly Health Services From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy Schmidt Sent: Wednesday, June 03, 2009 10:12 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sensitivity: Personal Hi, Oh, now you really got me going. >> Declude Virus does not have a built in system to report this error as with >> this specific example << The problem is not the hard-coded expiration itself. Clearly, when this API (including the hardcoded expiry) was originally implemented, the fact that there was an expiry was a known fact to that developer - cause (s)he added it. Whoever wrote this API implementation simply was too lazy to properly handle and report on the condition that absolutely was going to occur with 100% certainty on 4/10. That's a programming 101 and this flaw must be fixed, not "discussed". It's when an Anti-Virus product doesn't report that it has decided to stop detecting viruses. >> how much more are you prepared to pay for your service agreement << Nice try, but to me, money is secondary to function. I rather would pay appropriate maintenance for a product that is enhanced with features (as it was in the first few years when I had purchased it) than to pay a lesser annual maintenance for a dormant product! However, I'm NOT willing to pay a company just so that they can pursue OTHER technical, legal and marketing ventures INSTEAD of enhancing the product. The problem with Declude is that they lost focus - this instance makes this painfully obvious! >> increase our prices dramatically so we can hire more developers << Let's get real. I remember looking at your web site a while ago and seeing a huge roster of "management". I also remember web site project and other products being launched and initating legal actions. Here's what you need: Start laying off managers and other supervisory staff, cut the retainers for your attorneys, etc. and don't stop until you have enough money to finally pay ONE full time developer that actually works on continually enhancing the product we are all paying for and gets as much done as the original author of the product did for YEARS. Once caught up with 3 years of backlog, then sell me the upgrade!) You don't need "additional" personnel - you to need replace overhead-personnel with production personnel. I suspect the problem is not "lack" of funds but "diversion" of it. Best Regards, Andy From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of David Barker Sent: Wednesday, June 03, 2009 11:07 AM To: declude.virus@declude.com Subject: RE: [Declude.Virus] Declude Virus inoperable for 13% of th year? Sensitivity: Personal Andy, a. Declude Virus does not have a built in system to report this error as with this specific example. What happened here is not the norm but an exception. It was not our choice to hard code the expiration date but a requirement from AVG. In this instance the specific persons who we had been working with at AVG are no longer with the company and the process of having this renewed took longer than usual. b. I am not sure if you are being facetious, but if it makes you feel better, sure you can schedule a reminder for me, please email me at least 3 month prior of the new expiration date 2010-12-31 c. Yes AVG was not working as it should have been since 2009-04-10 I agree with you - this is totally unacceptable, intolerable, painful and should not be brushed aside lightly. You are correct in your observations, we should increase our prices dramatically so we can hire more developers to ensure unfortunate incidents like this don't happen again. Considering the market and what other vendors charge how much more are you prepared to pay for your service agreement so that we can meet this type of requirement ? David Barker VP Operations Declude Your Email security is our business 978.499.2933 office 978.988.1311 fax dbar...@declude.com<mailto:dbar...@declude.com> From: supp...@declude.com [mailto:supp...@declude.com] On Behalf Of Andy Schmidt Sent: Wednesday, June 03, 2009 9:08 AM To: declude.virus@declude.com Subject: [Declude.Virus] Declude Virus inoperable for 13% of th year? Importance: High Sensitivity: Personal Hi, Dave - so now that we have a working Declude Virus again, what can be done to prevent this from recurring. a) Apparently Declude Virus has no error tracking in place at all - otherwise it would have REPORTED to us (or your own Declude to your own mail server) that the AVG API was no longer performing scans? b) Do the customers need to set a follow-up reminder for December 2010, which is when your new renewed AVG license will expire? The old DecludeProc had THIS AVG License String: LicBeg, Ver=1.0, Name="Declude", Exp=2009-04-10 So this implies, that the product was inoperable since April 10th for every customer because Declude didn't obtain a new annual AVG license and had to wait a few days for this "transaction" to complete? That means the product was unusable for 13% of the year? This can't just be brushed aside quietly. Best Regards, Andy --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type "unsubscribe Declude.Virus". The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type "unsubscribe Declude.Virus". The archives can be found at http://www.mail-archive.com. --- This E-mail came from the Declude.Virus mailing list. To unsubscribe, just send an E-mail to imail...@declude.com, and type "unsubscribe Declude.Virus". The archives can be found at http://www.mail-archive.com. ________________________________ The information contained in this communication is privileged and confidential. If you have received this communication in error, please forward back to the sender and delete your copy immediately. You are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. --- This E-mail came from the Declude.Virus mailing list. 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