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Author Topic: Subcriptions - does the software stop working if I don't renew ?  (Read 655 times)

TM3598

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Subcriptions - does the software stop working if I don't renew ?
« on: December 01, 2016, 06:37:22 AM »
Hi,

First off the bat, I'm a happy customer, FPP, RC, I have them both, you have my custom.

But......

I get emails from you guys saying "Stay up to date by renewing your subscription".

Isn't this misleading ?

I mean, the implication, including what is inside the email is that there is no mandatory reason to renew ones subscription if one is happy with the latest version installed, the implication being that you'll be stuck with that version of software installed if you don't stay subscribed and you'll miss out on fixes, automatic updates etc etc.

Yet, when my subscription expired for RC, it stopped working, saying my licence had expired..... had I not experienced that, I wouldn't have known that that is what indeed happens when your subscription runs out.

You need to be clearer in your emails etc to state that software does not continue to work if your subscription has expired.

Just saying.


iToo

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Re: Subcriptions - does the software stop working if I don't renew ?
« Reply #1 on: December 01, 2016, 09:20:52 AM »
Hi,

Quote
I mean, the implication, including what is inside the email is that there is no mandatory reason to renew ones subscription if one is happy with the latest version installed, the implication being that you'll be stuck with that version of software installed if you don't stay subscribed and you'll miss out on fixes, automatic updates etc etc.

That's completely correct. Your license is valid forever, and it must work with all versions of the software released until its Subscription End date (which can be checked both from the License Manager and the User Panel).

Quote
Yet, when my subscription expired for RC, it stopped working, saying my licence had expired..... had I not experienced that, I wouldn't have known that that is what indeed happens when your subscription runs out.

That's not normal. This error should happen only if you install a new update, and the License subscription date is not updated.

But by default, download links in the Panel are locked to match the existing licenses. If for example you have a RailClone license with a valid subscription until November 2016, you cannot download an update released in December.
If for some reason you can download and install it, you will receive that error because your license is not qualified for that version.

Usually this problem may happen when a company owns several licences with different Subscription dates. In this case, download links are enabled for the most recent subscription.
Other case would happen when customer doesn't active the license code received with the renewal (that code updates Subscription date in the workstation)

But checking your RailClone license, none of these situations match with your case. If you can give us more details (as what RC version did you installed and when), we would investigate what happened exactly.

In any case, apologies for that.

Quote
You need to be clearer in your emails etc to state that software does not continue to work if your subscription has expired.

Yes, we have plans to replace 'subscription' in all website and communications, for a more clear term. Although in the FAQ is described how our upgrade plan works exactly, this word is causing too much misunderstandings.

Futhermore, to be sure that everyone who read this post understand that licenses don't expire, i write it again (copied from the FAQ):

What happens when the subscription period expires ? Does the software stop working ?

Absolutely not. You can continue using the product forever. Once your subscription plan expires, you will not be able to download the latest upgrades.


Thanks for your feedback and apologies for any inconvenience.

Regards,
« Last Edit: December 01, 2016, 09:25:35 AM by iToo »
Carlos Quintero
iToo Software

TM3598

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Re: Subcriptions - does the software stop working if I don't renew ?
« Reply #2 on: December 01, 2016, 01:35:36 PM »
Hi Carlos,

I renewed my subscription and it worked, but then I received another email regarding FPP and that's why I'm questioning these emails.

For me, in the scheme of things, your subscription rates are very reasonable so I will simply keep up to date.

But thanks for the clarification - I know that Itoo aren't out to fleece anyone !

Kindest regards.

Jez