Seamless migration to Google

[dgarratt]

Unless I've missed something the website is no longer available and the support emails just bounce back ? What am I doing wrong ?

Dave

[Eric Clayberg]

Unless I've missed something the website is no longer available and the support emails just bounce back ? What am I doing wrong ?

What kind of bounce message did you get? There have been some transitory issues switching mail servers, but nothing that did not resolve itself quickly.

Do you have a current support contract? You should have received a message with the new Google support addresses. We are getting lots of support email coming through.

Otherwise, our support forums (here) are (always) open during the transition.

[dgarratt]

Good question about support - I'm one of your open source developers using your products so I dont know where I fall in that department.

[Eric Clayberg]

Good question about support - I'm one of your open source developers using your products so I dont know where I fall in that department.

Google wants to move most of the support out in the open, so I would recommend the product forums as the best place going forward.

[dgarratt]

So reading between the lines you are saying that I should not have received an email with the new goggle support address email to use.

It's just that if things are different then its not obvious. Certainly from my point of view when I went to the website there was not a lot of opportunity to find out what was going on so I tried the support email address and got back :-

Your message did not reach some or all of the intended recipients.

Subject: WindowBuilder Pro
Sent: 05/08/2010 09:47

The following recipient(s) cannot be reached:

'wb-support@instantiations.com' on 05/08/2010 09:47
550 relay not permitted for your IP

I got the same response from sales and Nicholas Gilman's email address and frankly I started to wonder if things were ever going to be quite the same again.

Will google have the same stance towards open source developers - if you get my drift - it was not very seamless for me.

Thanks

Dave

[Eric Clayberg]

AFAIK, the new support addresses were only sent to customers with paid support contracts. Keep in mind that the same team that does the email support also does the forum support.

There have been occasional e-mail disruptions due to server migrations, but e-mail to all of our old addresses has been flowing smoothly in general...at least I have not seen any reduction in traffic at all.

[kirtcathey]

I am a paying customer and have received no such announcement and am feeling left out in the cold right now......

[kirtcathey]

What part of making your products unavailable to paid customers == 'seamless' ?

[Eric Clayberg]

I am a paying customer and have received no such announcement and am feeling left out in the cold right now......

You should check your spam filter in that case as a detailed email was sent to you email address on August 5th immediately after the acquisition announcement.

I see from our support queue that you are aware of and are using the new customer support address.

What part of making your products unavailable to paid customers == 'seamless' ?

Our products are available to existing paid customers who need them. Instructions are available from your Sales account manager or from the new customer support address (instructions have already been sent to you).

[mikesmithson]

I have tried (in vain) to reach my sales contact. He has responded once, has no reachable phone #, and sent me some temporary update site URLs for CodePro Analytix only. I do have a support contract for WBPro, CP Analytix & Plus Pak, and Profiler. I have not received anything from Instantiations other than the announced Google acquisition. I have to admit that I am not at all happy about the transition as I have started a new gig and have to stage a new Eclipse installation of my Instantiaions products. I would like to be pro-rated for the interruption since I really had not been given any support in the last month since I found out about this. WHERE ARE THE NEW UPDATE SITES FOR THE PAYING CUSTOMERS???? Why is it taking so long for someone to get back to me???

[Eric Clayberg]

Who is your sales contact? What exactly did you ask him to send you?

You contacted the new Google WindowBuilder support address over the weekend (using your gmail account) and only asked for access to WBPro. You did not mention any of the other products and did not contact any of the other Google support addresses for the other products. We sent you the information you requested concerning WBPro on on Monday (less that 24 hours after your weekend request). Since your request was sent from your gmail account, the reply was sent to that address. Have you checked it? Have you checked your email spam filter? I have an exact copy of the suport reply that was sent to you, if you need it sent to you a second time.

There has been zero interruption in support available to you or anyone else due to the acquisition. The new Google support addresses were sent out to all paid customers (which you have in fact used) and our support forums have remained fully open and staffed for all users (paid, eval or free). Temporary product update sites have been supplied to all paid customers who have contacted support and requested them (with no questions asked).

[mikesmithson]

Eric:
I checked both the spam folder and inbox with no luck. Can you please have Rick give me a call when he is available?

[Eric Clayberg]

I will have Rick call you tomorrow.

I also forwarded a copy of the WB support email referenced above to your gmail address and to the address you used to register for this forum.

[dgarratt]

Not seen anything about this move on the GWT Blog or am I not looking in the correct place.

How come the Instantiations website was pulled before anything else was in place. It seems unnecessarily disruptive.

Although I am only an open source developer without a paid support contract, I do have a major amount of time committed to WindowBuilder Pro and would like to know if Google are going to allow me to renew the use of this product when the current support period expires.

I doubt I can afford a paid contract, but as there is nothing available on the website I cannot even find out how much it would cost.

Sorry to sound negative - WIndowBuilder is a fantastic product and I am very grateful to be allowed to use it. I just think this "surprise" could have been handled better.

Dave

[Eric Clayberg]

Sorry for the inconvenience. We are working hard to finalize things as we speak! In a transition such as this one, we could not escape the logistics of taking a little time to tweak a few things as we integrate with Google, and we could not start the technical transition work until all the legal and business details were completed. That said, we've gone to a lot of trouble to make sure that disruptions are as minor and as short as possible, and of course we encourage you to continue using the tools. Please stay tuned, and thanks for your patience.

As to your specific situation, I now also have permission to send the temporary access details to current open source users, so look for an email to the address you use for this forum.