Levels of service

Posted by Dr Andus
Jun 28, 2013 at 01:11 PM

Graham Rhind wrote:
One of the things that will get me hooked on one program rather than
>another is the level of service that is offered by the developer. How
>easy they are to contact, if they reply, how quickly they reply, and how
>they follow up. We don’t often discuss it here, but it’s an enduring
>issue that I think people need to take into account when they’re doing
>business with suppliers.

I think it’s a complex issue with one-man businesses providing a niche product. I’m prepared to cut them a lot of slack if a) development is on-going and there are frequent updates; 2) there is a forum with users who are willing to help novices; 3) the software is brilliant. At one point a lone developer needs to decide whether they spend their days interacting with new users or get on with developing the product. It’s a difficult balance to get right.

In defence of Eduardo, he ticks the above boxes for me, and when he goes quiet, I just assume he’s busy developing. There are people on your list who tend to be very responsive, on the other hand maybe not all that much development has taken place for several years and there is no forum to look for help…