When you're in the software business you come to learn the difference between a customer and a client. A customer will purchase products from you as it suits their interests, and there is seldom any "value add" service involved in the transaction. In fact, most vendors are aware that "customers" will shop elsewhere if there is any perceived benefit to doing so because there is no real relationship there.
Clients, on the other hand, seek out advice and service in their transaction, and in doing so establish a bit more reliance, and the vendor, in turn, owes them a higher duty of care when servicing them. The duty of care is raised further still by subscription, which is a transaction that implies an ongoing obligation to improve and support the product or service your clients are subscribing to.
It was with this distinction in mind that Keystroke recently was inspired to honour and reward our loyal clients with a "membership", the "Keystroke Quality Client" membership, and yes, we intend to convey many privileges to this membership, but more on that later.
The KQC Membership is comprised of those clients that have engaged us in both ongoing product and service transactions, and to whom we owe that higher duty of care we spoke of. In specific terms, the KQC membership is reserved for those people who are subscribing to our products and a support plan. This combination could be either Act! subscription and OrangeCare, or Act! Hosting & OrangeCare. Whatever combination applies, the bundling must reflect an ongoing product & service relationship.
The benefits of KQC membership are extensive:
Obviously these perks are valid as long as the client's membership is active, and we intend to add more as time goes on. For clarity, our popular VIP support plans are not an eligible support plan because those are not actually a "subscription" since they're time-limited, and therefore can be exhausted within one or two sessions.
OrangeCare is an annual support plan comprised of Level 1&2 phone and email support (up to 30 minutes per subscriber/per day), with support defined as help with troubleshooting Act! with installations or general use, upgrades, application configuration, basic usability and functionality. Unlike with Swiftpage Support, OrangeCare includes setup and support of Actcessories, as well, ensuring your entire Act! eco-system is covered.
Act! Subscription or Act! Hosting
Subscription of an Act! Premium product in Windows or the Cloud which is transacted by Keystroke. The transaction may also include Growth Suite, or Act! Marketing Automation as an add-on to the Act! subscription. Act! Growth Suite Starter excluded.
A subscription to Keystroke's Act! hosting services, which may or may not include an Act! subscription. Keystroke offers hosting services to Act! Premium users both on and off-plan, as well as Act! Pro users.