MailScanner support

Matt Kettler mkettler at EVI-INC.COM
Mon Feb 24 23:39:14 GMT 2003

That seems like a perfectly reasonable way to handle it to me.

I've always been impressed with the amount of time you devote to MS,
certainly the level of responsiveness is way beyond any reasonable
expectations for a product which is free.

I look forward to seeing how this all gets arranged, and I see no reason
that "priority" service for a fee is a bad idea when the alternative is no
service or cutting back hours severely and leaving most questions unanswered.

I guess I'll pop off a separate private email to discuss support contracts.

At 07:53 PM 2/24/2003 +0000, you wrote:
>At 19:05 24/02/2003, you wrote:
>>Thank you Julian for your as always prompt reply
>That's a bit of a "hot topic" at the moment.
>The support load for MailScanner (such as spending the entire afternoon
>fixing an SA2.50 problem) has got to the point where I can't do all of it
>for free.
>So things are going to have to change. I will still endeavour to provide
>free support when and if I have time, but you may have noticed the
>appearance of a "Professional Support" page on the website. There are
>limits to the number of hours in the day, and you can now effectively buy
>your way to the top of the queue. We (my dept) are still finalising
>arrangements for this, support contract terms and so on.
>Unfortunately, I don't really have any other options. I have a lot of
>other jobs to do at work (among many
><>other things, I am responsible
>for IT purchasing for over $1.6m per year) and I cannot fit everything in
>with the current MailScanner support load. I already work on it well into
>every evening (until about 10pm) and all day at weekends. I simply can't
>do that forever.
>I have no intention whatsoever of making MailScanner a commercial product.
>As far as I am concerned (and I have dept agreement for this), MailScanner
>itself will continue to be freely available. But the support I can give
>for free is going to be greatly limited.
>So if any of you want to discuss support contracts, please
><mailto:sales at>contact me.
>Julian Field
>MailScanner thanks transtec Computers for their support

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