On my Embarcadero renewal quote, I see two items: "Delphi Premium Update Subscription" and "Delphi Ent - Named - Support Renewal". I read this as if I want to retain access to the regular updates, I go for the update subscription and if I want support, I add the support renewal. Is my understanding correct? The Embarcadero representative is suggesting that it is completely the reverse. When others are renewing, which option are they purchasing? Thanks.
You should go for the Renewal. Premium Update Subscription is an add on to the Standard Update Subscription. For details see here:
ReplyDeleteembarcadero.com - At Embarcadero Technologies, we aim to provide timely responses and resolutions for your software development inquiries and issues. Contact us for support.
Thanks. It is as I thought. The support renewal is almost twice the value of the update subscription. What's worse is that the sales rep does not seem to understand...
ReplyDeleteMartyn Spencer they have been trying that stunt (adding premium support) for the second time on me. I have complained to the sales rep about this. And so should everybody, maybe (I know, slim chance) they might listen.
ReplyDeleteIt is rather off-putting. It is absolutely fair that they offer services on their quotation, but being inconsistent with their marketing literature is unacceptable. I will be taking it up with them for sure.
ReplyDeleteTo get this clear: you can have either both or the Renewal only (which is the higher price on that offer). You cannot have Premium Update Subscription without the other. "Delphi Ent - Named - Support Renewal" is that thing that guarantees that you get all new versions. It resembles the "Standard Update Subscription" part of the support page I linked to.
ReplyDeleteI agree that sales name things a bit strange sometimes.
Uwe Raabe Thanks for the confirmation. The naming is totally inconsistent with what I would consider "clear". I appreciate everyone taking the time to respond.
ReplyDeleteI had the similar invoice and when i questioned it to see what i could gain from it, it turned out nothing for $500 extra. I would even get a free Annual Coderage pass like that buys me alot.
ReplyDeleteRichard Baroniunas I always wonder what value that pass actually has. Perhaps we simply don't know because we don't have it?
ReplyDeleteActually the extra Premium thing gets you 3 more support requests. For a total of 6.
ReplyDeleteAsk them for an invoice without the Premium Support; not worth it. Google and G+ are your friends who needs really expensive support; especially when they try to sneak it onto the invoice !!
ReplyDeleteTony Danby Thanks. Already done :) I have not used their support in all the years I have been using Delphi - even the ones included in the update subscription.
ReplyDeleteI used support once, after around 20 exchanges I gave up and solved the problem my self via google
ReplyDeleteTony Danby Exactly. I've repeatedly had to ask them to remove the "Premium update subscription" the last few renewals.
ReplyDeleteAfter the most recent time they've added it again without being asked, I queried them why they added it if we've not requested it, and got the following response:
"We have been getting lots of requests from our customers saying what is the best special support Embarcadero can offer along with the normal standard support and just because of that we have started offering it , still no need to worry about as it is optional, having said that lots of customers order it as it has lot more benefits for their business whereas the others just let us know that they don't need it and just like in your case we simply send them the new offer without premium."
I left it there, but did think to myself that's rather a weak reason to add something onto an invoice that wasn't agreed and/or requested specifically (the fact that other customers may or may not have requested it is not relevant unless we also agree to it IMO.)
As an aside, apparently one of the other benefits of a Premium subscription is access to beta versions of the next release of RAD studio.
I'd add that IMHO that is rather cheeky, effectively asking your customers to pay to be beta testers. In the past we've/I've done some testing on pre-release RAD studio; Needless to say we're not doing that anymore, though I'd be happy to continue to do so, but not if we have to pay for the privilege. (The platforms and corners covered by the codebase here is such that I'd say there's value for Emba if we test pre-release versions of RAD studio against it for regressions.)
So not wanting to rant or beat up on them, but as you can tell I'm not overly impressed with Embarcadero's/Idera's approach and policies in respect to all the above, obviously their prerogative how they manage their business however.
Walter Prins Early beta access is already included in Standard Update Subscription. You don't have to pay extra for it.
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