The recent release of our All Access Pass ushered in a new method in how we would offer our club type program as well as some changes to the overall way we provide support and upgrades in the future. Some of our clients have asked what happens to the previous commitment to the lifetime upgrades and support for purchases before May 2009 and why the All Access Pass only includes one year of each service — we want to be open and honest about the need for change.
iThemes wants to be and is planning to be in business for long term and we want to improve all aspects of our business from themes to documentation to support. One of the biggest situations we currently face is the rapid changes in technology and the growing demand for help as we add more and more themes to the lineup. It is expensive as well as time consuming to produce and support new themes, and in this deteriorated economy, we must change our process in order survive.
Frankly, we’re uncertain how other theme developers will be able to stay in business with such drastic, low prices for the long haul and here’s why …
Lower prices mean more customers. More customers mean more support issues. (As easy as we’ve tried to make it, many will still need help – and we want to provide it!)
But more support load means less time to develop new themes and innovate with new features. (Our team took two entire months just to develop our revolutionary FlexxTheme. Trust me, that could never have happened if we were consumed in support issues.)
In other words, we feel it’s not a great business decision to go that route … and we feel confident in our business plan — great themes, a good selection to choose from, affordable prices, new feature innovations, strong support and showing customers how easy and effective it is to use WP to power your website or blog!
What does this all mean for you?
Currently, we will honor all previous commitments to our clients who purchased products before May 1st 2009 which includes lifetime support and upgrades for no charge.
Those who have purchased on or after May 1st 2009, will only receive support and upgrades for one year from the term of purchase. Beyond the first year, we will have packages available for a fee for support services or upgrades.
2009 Theme Club Members or people who purchased our larger theme packages such as the Mega or Monster Packages and who upgrade to All Access will have to forfeit the previous terms to get automatic upgrades to this new package and terms.
Please consider this however.
As iThemes continues to produce more and better designed themes, we will eventually retire older/obsolete products thus killing the “lifetime” deal. This wouldn’t be a benefit to clients anymore as at one point we’ll need to discontinue themes. Though we will keep up the existing forum questions, iThemes would not actively answer retired theme support questions or invest in upgrades.
We at iThemes understand that this could be upsetting to some people but if you see the overall reasons to why we must move forward with these changes now, we believe that offering you improved themes and support will be of more benefit later for you personally or your clients.
Please feel free to e-mail us at email@example.com with any questions or concerns you have and we really do hope you can work with us as we do what’s best for all of us.