This is an Idea I'd like to exchange with other site administrators.  Doesn't it sound odd that when they release a new version of the software and you get it installed if you find a "BUG" during the install that it will COST you to get the fix for it?

I don't think that we should discuss such things in “Ideas Exchange” section but I want to answer.

We provide our customers with paid support. And this information is given on www.skadate.com Moreover, once the software is purchased we grant 3 months of support service for free. So, during these three months a customer can get in touch with us any time and ask about different things on the system and its settings.

And it’s up only to you to get paid support or not. The job should be paid. How do you think will you get a great support if it is free? There is a bulk of softwares with free “lifelong” support and the support is provided once a week. Great Free Support!

If a customer comes with a problem or error report and does not have the support service paid our support operators anyway try to help. If a customer finds software error we fix it for free of charge.
 
Well, Harley, I should say that you are quite wrong. I just reviewed the ticket submitted by you. By the way, you did not pay for the support service. You asked to help you with the site update that you started on your own. At the same day the support operator provided you with the detailed instructions and explained the way to go. Did we ask you to pay for the support service up front and refuse to help you?

It is quite difficult to update any software written in PHP. PHP is an open code language and anyone can change it just in the way he needs. What is the update process? The system compares the files of the latest revision with the revision used on the site. The following lists of files are generated on the basis of comparison done:

the list of files that should be merged with each other (files with the custom code modification);
the list of added files;
the list of reweighted files;
and the list of files that should be deleted.

The list of files that should be merged with each other includes a bulk of files that a programmer manually merges at the same time trying to save all custom code changes made. This update saves all custom changes and settings done.

So, as you see, one should be skilled in PHP and be really assiduous to get the files merged successfully.   
Sometimes it takes a week to update the website without any errors made and database loss.

Once the process of files comparison is finished the database is updated and all new changes are applied by running the script.

Thanks

Adden,
I strongly disagree with you my friend. 

If the software you provide has bugs are you saying that you shouldn't provide tech support for it unless we pay? 

I've done your updates before and have managed to get them installed without your assistance in the past.  But there is something wrong with 802.  Let me ask you a question... and feel free to EDIT out anything you feel is not appropriate to have on here:

Assuming I'm at V569 and want to go to V802. The FROM_XXX_to_YYY doesn't exist for V569 so I had to go back to 6v495_to_6v582 and THEN from 6v582_to_6v802.  Why don't you have a V569_to_802?

Yes Brusselsshrek, I totally agree with you! 

Prices for support should Exclude Bugs Report/Errors. These are problems of company/product.
In my case, for example. I host with Skadate. I pay Skadate for installation and i am finding problems caused during installation and Bugs issues.

Skadate should clearly define the term "Support". I am NOT prepared to pay for Bugs Report/Errors.

Easton

Easton,

You are given the upgrade version with the bug fixes free.  It's only when you want them quicker than that or you want Skalfa to do the upgrade work for you that you have to pay.

I don't see that this is a lot different from most software.