What is your target market?

Tuesday 01 July 2003 10:53:32 pm

I am happiliy using ezPublish 3.x on a community website I sponsor.

Please read the following. I think you have a great product and would hate to see you die of attrition.

The first thing you need to do is satisfy the customer service/technical support issues. The manner by which you address (or fail to completely address) customer issues is indicative of the sustainablily of the product.

If you want people to buy your product, the online editor, and installation services, you will need to display a better ability to solve their problems. As a former "licensor" of such technologies, support is the first place I go to determine how viable the product and company is. If you can't support it effectively, then how are "we" going to?

Take this feedback as you will. Just trying to get you to survive to v.4.x.

Wednesday 09 July 2003 7:58:33 am

Dear Michael,

Thank you for your feedback. We have an open philosohpy towards feedback and let people comment our work on our website. We do not believe we can hide, but that all feedback is taken seriously and as a measure for improvements. This way we can be able to make the best products and deliever the best services.

We do offer professional support for eZ publish and our products. For more information about the supportprograms see:
http://ez.no/services/support

But since eZ publish is an open source product we do also offer an open community forum where members of the eZ publish community can help each others, that means you can get lots of free support here, but as a community forum it is voluntary to answer the questions here. The eZ crew does also spend as much time as they can (But they do also have to develop eZ publish) to further improve the forums and answer questions.

For our commercial products, like the OE, we do help all customers havin problems with these products so they get it working like it shall. I will also point out that almost every buyer of these products have no problems.

If you are a customer having bough one of our products or support and are experiencing any problems with the support, please contact us directly with your feedback and we shall help you. Also contact us if you have any good ideas or inputs on how we can improve.

-Aleksander