Still using HostBill? How are you all feeling about it?

[BRJP]

Dear All,

I thought I would ask another question - something very close to our hearts!

Some of us are still using HostBill despite some hard stories during 2013 and strong criticism.  Its coming up to nearly 2 years since the May 2013 Terms and Condition changes and I thought I would start a thread asking for view on whether things have got better, worse or the same.

Be professional and fair but please feel welcome to post your opinion!

[Verdantphils]

Being a 'post 2013' owner of HB, my comments are only in regard to the 'newer' licencing approach.   HB is the best customer management platform to support our business and we have been generally satisfied with the software.

My views on HB licencing, T&C's 'post 2013':

1. We went into HB with our 'eyes open' in regard to the $75 support ticket arrangement.   That's what it is, so be it.

2.  The major 'gotcha' we didn't realise at the time is that support tickets is an add-on module.   Support tickets is pretty much hard coded into the hostbill user area, but if you don't have the module all that happens is that HB will show an error message, which I feel can further aggravate a customer who may already be upset and is seeking help.

If the support ticket is an optional add-on then the appearance of it in the customer area should also be optional.

Personally I would prefer that support tickets is part of the base licence. 

If the feature is to be an add-on then HB should either take you to the add-on or redirect to some other URL, if licensee's have another sort of online support system they want to use,  or redirect to an email or else be grayed out if no online support service is available.   

3.  The latest concept of introducing V2 of modules without an upgrade price for existing users is not acceptable.   They've decided to now charge existing customers to get new features, I know and accept that it is a normal business practice.    However I do not accept paying full price for the new module to get features that I already have plus the new ones. 

[BRJP]

Great response - thank you.

I think HostBill have listened to the Support Ticket concern.  Their cheapest product now seems to include the Ticketing System - http://hostbillapp.com/hostbill-enterprise-10.  Its a but late for others who had to pay for the module but this benefits new members.

I thought KBKP was allowing existing customers to upgrade at a reduced price?  I am sure that was stated somewhere but maybe that has now been removed?

[Verdantphils]

I thought KBKP was allowing existing customers to upgrade at a reduced price?  I am sure that was stated somewhere but maybe that has now been removed?

I have never seen anything indicating an 'upgrade' price for existing users, has anyone seen this sort of offer?

[Verdantphils]

Just found a new Hostbill documentation site:

https://hostbill.atlassian.net/wiki/display/DOCS/HostBill+Documentation

I'm impressed with the content found here, especially the "How To" section which has an article on how to remove the support ticket URL if there's no support ticket system.   Methinks the HB team was reading this thread!

Seems to me the How To section addresses a number of questions raised in this forum. Well done KBKP!

Congrats to KBKP for the new documentation, please continue to update and add information.