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PBwiki Launches Professional Plus With Round-The-Clock Support
Wiki provider PBwiki has announced the launch of "PBwiki Professional Plus" today. Professional Plus offers full 24×7 support for their collaboration suite. They guarantee a response within one hour no matter the time of day. Professional Plus is an upgrade in support from their Professional plan.
From the release regarding pricing for Professional Plus, "PBwiki Professional Plus is available immediately, and costs $11/user/month. Existing business customers can choose to stay on the Professional Edition (which includes end-user support 6 days per week, from 7 AM to 7 PM Pacific), or upgrade to Professional Plus for an additional $3/user/month."
This new support model makes sense for customers who rely on their PBwiki site for public consumption. I am not 100% sold that a per user fee makes sense for this type of support – the majority of the time select users will be the contact for a software package with regards to enterprise support.
Check out PBwiki founder David Weekly’s startup tips.
Allen,
I agree that a per-user pricing doesn’t make sense for most software. That’s because most customer support is designed solely for named users in the IT department who provide end-user support.
Professional Plus, on the other hand, is an end-user support solution. That means that any user can ask any question and get it answered 24/7/365.
Especially in this day and age, where IT groups are trying to stretch limited resources, being able to free themselves from the need to provide end-user support for a key application can be very helpful.
Thanks for the explanation – it works well for small or semi-medium businesses – I still think for large enterprises, employees know to call their support hotline, etc.
Allen,
Yes, many enterprise clients opt for doing end-user support in-house. We help those clients with professional services and training packages that are available for purchase:
http://pbwiki.com/content/Support-and-Services-Training
thanks again for your quick replies