Support Periods Overview/Summary

Kyle Unzicker
Kyle Unzicker
Last updated 
 A Support Period, included with every* product on Superhive, grants the customer the following:
  • Access to product updates for 12 months
  • Access to product support from its creator for 12 months
*Snapshot versions of products within bundles are excluded. Admins may also manually disable Support Periods on products on a case by case basis.

How It Works

  • When a Customer purchases a product, the 12 month Support Period begins
  • When the Support Period ends:
    • The Customer will not receive access to any future product updates
    • While the Customer may still Message a Creator, the Creator is not obligated to provide product support
    • A 1-year (12 month) window begins in which the customer can repurchase the product at at automatic 50% discount
  • When a Customer repurchases a product, a new 12 month Support Period begins
    • A Customer can also repurchase a product (at a 50% discount) at any time before their Support Period ends. Doing so will add another 12 months to their active Support Period

What It Looks Like


Customers
Support Periods are promoted on every Product Page
Support Period on an Unpurchased Product Page 511 KB View full-size Download




Once purchased, a customer can see their Support Period status for a given product in the following areas:
  • The Product Page of the product they purchased
    Support Period Status On Purchased Product - Active 342 KB View full-size Download

    Support Period Status On Purchased Product - Expired 1.36 MB View full-size Download
  • Orders Page (Grid View)

Support Period Status on Grid View.png

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Support Period Status on Grid View.png

Support Period Status on Grid View (Modal).png

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Support Period Status on Grid View (Modal).png



A customer will always/have perpetual access the file(s) granted to them on the day of their purchase, and any updates that may have been provided within their Support Period.
Inactive Support Period - Acccessing Downloads 160 KB View full-size Download



Creators
When fielding messages in their Inbox, its important for Creators to know the Support Period status of products they are getting messaged about. We surface this in both the Inbox and the Conversation view.

Support Period Status - Inbox.png

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Support Period Status - Inbox.png

Support Period Status - Conversation.png

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Support Period Status - Conversation.png


When a Support Period is Inactive, we display a notice to both Creator and Customer above the message box within a conversation:

Inactive Support Period Notice - Customer.png

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Inactive Support Period Notice - Customer.png

Inactive Support Period Notice - Creator.png

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Inactive Support Period Notice - Creator.png

Rollout

To ease existing Customers into this, we are implementing a one-time only grace period on previous purchases. On purchases made prior to the Support Period Launch date:
  • The Support Period expiration date is two years from your purchase date ( May 12)
  • Regardless of Support Period Status, customers will be able to access any files/versions released up until the Support Period Launch Date (May 12).
If the launch day was today:
  • A product purchased 3 months now has a 21 month Support Period
  • A product Purchased 11 months ago has a Support Period of 13 months
  • A product purchased 23 months ago has a Support Period of 1 month
  • A product purchased 24+ months ago has no active Support Period 
    • Downloads released before May 12 will still be accessible by existing customers. Access to future versions will be based on the customer's Support Period Status