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Resolved Do Appeon staff plan to routinely answer questions in this forum?

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  1. Daniel Vivier
    Daniel Vivier
  2. PowerBuilder
  3. Tuesday, 5 September 2017 20:32 PM UTC

I wonder whether someone from Appeon can clarify whether Appeon staff regularly read posts on this forum and answer them as appropriate, or if the intent of the forum is primarily for peer support from users.

I notice that there are a lot of recent questions that either haven't been answered, or if they have been answered (often not fully) it's sometimes only by other users, not Appeon staff. That includes the last 2 questions I posted in the last week or so, that nobody from Appeon has replied to.

More generally I'm just not clear on the support offerings.

Am I right that with the PowerBuilder Standard subscription I've purchased, all I'm entitled to is bug reporting and the use of this forum (which may or may not be answered by Appeon staff)?

And what about for purchasers of Appeon Web licenses with paid support ($950/year at the lower user levels)? Is it the same, or is some further level of support offered? Or do you have pay more beyond that $950 for Premium Technical Support (as listed on the page https://www.appeon.com/developers/get-help.html) to be entitled to ask questions (other than bug reports) and be sure to have them answered?

Thanks in advance for clarifying this.

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Responses (3)
Daniel Vivier
Daniel Vivier Accepted Answer Pending Moderation
  1. Wednesday, 6 September 2017 02:41 AM UTC
  2. PowerBuilder
  3. # 1

Thank you Govinda and Chris.

Is there a paid support option for PowerBuilder as well? (I'm not saying I would necessarily buy it, but it would be good to know.)

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Chris Pollach @Appeon
  1. Chris Pollach @Appeon
  2. Wednesday, 6 September 2017 03:40 AM UTC
Hi Dan;



  The paid support is the Premium Technical Support that Govinda mentioned.



Regards .. Chris

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Govinda Lopez @Appeon
Govinda Lopez @Appeon Accepted Answer Pending Moderation
  1. Tuesday, 5 September 2017 23:17 PM UTC
  2. PowerBuilder
  3. # 2

Hi Dan,

 

I'm Govinda Lopez. I will be in charge of Appeon Technical Support for US, Canada and Latin America. I will also be scanning the Community Forum regularly and will try to answer any question if I know that I can help and it does not conflict with Appeon.

Answering your questions: 

Am I right that with the PowerBuilder Standard subscription I've purchased, all I'm entitled to is bug reporting and the use of this forum (which may or may not be answered by Appeon staff)?

Standard Subscription includes the following Technical Support:

  • Standard technical support is included with all Appeon product maintenance plans and subscription licenses.  Standard technical support entitles you to report bugs by submitting your reproducible test case to us.  We will periodically provide maintenance releases that fix reported bugs, and we will do our best to provide temporary workarounds in the meantime.

And what about for purchasers of Appeon Web licenses with paid support ($950/year at the lower user levels)? Is it the same, or is some further level of support offered? Or do you have pay more beyond that $950 for Premium Technical Support (as listed on the page https://www.appeon.com/developers/get-help.html) to be entitled to ask questions (other than bug reports) and be sure to have them answered?

Paid support, for Appeon Products, is Premium Technical Support:

  • Premium technical support is available at an additional cost. It entitles you to receive help from experts for many Appeon product issues you are experiencing, even if you are not able to provide a reproducible test case. Depending on the nature of your case, help is provided via online Web session, telephone, or email.

There is another option as well; Consulting Services:

  • Appeon has developed a network of authorized PowerBuilder consulting providers around the world that can provide a variety of services ranging from custom training and mentoring to system design and development.  Help us understand your needs and we will refer you to the appropriate provider.

 

I hope this helps clarifying your questions. 

 

Regards,

Govinda Lopez

Appeon: Director, Technical Support Americas

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Chris Pollach @Appeon
Chris Pollach @Appeon Accepted Answer Pending Moderation
  1. Tuesday, 5 September 2017 22:07 PM UTC
  2. PowerBuilder
  3. # 3

Hi Dan;

  FWIW: I personally scan the Community Forum a few times a day. I try to answer any question if I know that I can help and it does not conflict with Appeon. If I ignore your question, its probably because: a)  I do not know enough details to answer intelligently or b) its not related to Appeon's business (ie: a 3rd party product discussion for example ).

  FYI: A quick scan seems to indicate that you almost always get at least one answer. I did see that Julie Jiang did post on one of your questions. She is Appeon's Engineering Manager.

HTH

Regards ...  Chris Pollach

Appeon:  Director, Developer Relations

 

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