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Why We Are Charging for Advanced Technical Support…

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TLDR:

  • We will begin charging for advanced technical support as of 2019-07-14.
  • Advanced technical support is in relation to the support ticket center on the website.
  • The advanced technical support center should only be used in the event you need a technician to log in and debug your site.
  • You do not need to pay for advanced technical support if you have an All Access Pass.
  • Basic questions posted to our live-chat, Facebook group, and ticket page on the WordPress repository will continue to be answered free of charge as long as they do not fall into the advanced technical support category.

We talk a lot about growth here at Groundhogg since our main goal is to help your business grow.

As of late, we’ve been experiencing our own growth spurt, which is awesome!

But like puberty, with growing come growing pains…

One the challenges we’ve been facing recently has been an influx of advanced technical support. We’ve been answering a lot of support tickets via our support center on the website and in the Facebook group.

So many in fact that it’s starting to monopolize our time, time that needs to be used for deploying version 2.0, recording help videos, writing documentation, implementing feature requests and adding new integrations.

This would not be an issue, if not for the fact that the majority of these advanced tickets are coming from our free users. We enjoy the fact that people can use our product for free, and we never want to change that! What is a problem however is that we cannot focus on providing amazing value to our paying customers if our time is monopolized by users who are not financially contributing to the growth of the product.

Since the volume of support tickets is not going to go away as we grow, the only way to free up our team to focus on providing amazing products and content is to devote more resources into the support program with additional support guides, documentation, human resources etc.

In the interests of full transparency, we do not have the revenue required to bring on more HR to devote to the support team.

That means we need to find some money somewhere to to build our team. We entertained 4 options.

  • Bring in venture capital
  • Increase our prices
  • Charge for Groundhogg
  • Charge for support

Bringing in venture capital would mean relinquishing a percentage of the company to a group of people who may not have your best interests in mind. We pride ourselves in providing tremendous value for little (or no) cost and do not want to risk that, so we’re not seeking venture capital at this time for this issue.

Increasing our prices was also not an option, as that would make Groundhogg less accessible.

The third option was just crazy, no way were we going to pull the free Groundhogg plugin.

So we are left with charging for support. Which seems like the best option to us. Many other popular WordPress plugins have adopted this model, so we figured we’d give it a go.

A support license will cost only $99 per year, and if you have an All Access Pass or equivalent license support will be included free for 1 year.

Those without a support license will be directed to the Facebook Group or the Documentation for their questions.

I foresee a time when we will no longer have to charge for support. I see that light at the end of the tunnel.

But for now this is a stop gap measure to get us where we’re going, and we are honored that you are joining us for the journey.

Adrian Tobey

Adrian Tobey

Adrian is the CEO & founder of Groundhogg. He is the founder of FormLift, a popular add-on for Infusionsoft. After several years of working in the digital marketing industry he decided to take his experience and turn it into a tool aimed at helping as many businesses as possible.

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