Pivity

Script Support Clarification

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#1

Developers & Customers:

There has been a grey line between "Do developers have to support a script?" and the current License Agreement that is included with a downloaded script. This post is to define that grey line and clear some things up.

Each developer will have a Support Options area within each script which provides you with three (3) separate support options you can choose from. The list below defines what each one means:

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Not Supported The developer has NO obligation to provide support. Customers of a script cannot report the script for "no support" because the developer has stated them-self that they do not wish to support the script. The customer is on their own.

Supported Through Gmodstore Having this option selected means that you are obligated to provide support within a reasonable amount of time. A user can report a developer for lack-of-support, and the gmodstore moderator can then determine if the script should be disabled or not due to lack of support from reports being made.

Supported Through External URL This option means that the developer has specified that they wish to provide support, however, Gmodstore cannot make any promises that this is being followed through with. A customer should consider this as a "might" option. Gmodstore mods have no way to police external support systems, therefore, a customer cannot report a script for lack-of-support.

Summary If you DO NOT wish to provide support, and do not want to have your script disabled from lack-of-support reports, please ensure you tick the correct option. If you are using the in-house gmodstore support system, you are responsible for providing support for your scripts in a timely fashion.

An official Knowledgebase entry has been created with the above content; you can view it at: https://www.gmodstore.com/knowledgebase/article/24/supporting-your-scripts

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#2
ByRichardat 22nd of May 2017 17:30:59
Supported Through GmodstoreHaving this option selected means that you areobligatedto provide support within a reasonable amount of time.A usercanreport a developer for lack-of-support, and the gmodstore moderator can then determine if the script should be disabled or not due to lack of support from reports being made.

What's like a rough period on how long before it's acceptable to report them for not responding? Personally, I try to respond within hours, but I'm aware of cases where's it's taken weeks....

#3

I'd say an appropriate time-frame is 48 - 72 hours. Most developers usually get to a ticket within 24, but we do understand that people have school, RL jobs, family, etc. If you are going to be gone for long periods, then I recommend putting that at the top of your description for the script so they see it prior to buying. If you're really going to be gone awhile, I'd say just mark it as "No support" for the time being, because even if you write a message with "hey, out of town, vacation", people will still report it because some people never read anything.

Then when you come back, you can just re-enable support, and send out a mass message saying "was on vacation, if you had any issues, you can now submit a ticket".

There's never going to really be a "fool-proof method" for letting customers know when you're gone for long periods. Just like the paypal issue the other day, Marcuz put a big red box at the top of the site, I made a forum post (translated in THREE languages mind you), and it was announced in numerous areas, yet people still messaged us with "I bought a script 2.19 seconds ago, I didn't get it". Yup... you apparently didn't get the memo either I take it.

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#4

Hmm. Wow. I tried reporting someone for not responding to me when I gave him an error, and people said I couldn't report him even though I opened a ticket. Thanks for the explanation!

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