Your ideas are all good ones. We’ve been discussing ideas 3, 4, 5 and 6 and we should be making those changes fairly soon.

The best way to keep up to date with SlickPlan developments is probably to give us a follow at either @SlickPlan or @AtomicGroup.

Communicating on Twitter is a great way for us to keep up to date on user concerns.

Thanks,

Zach
Atomic Interactive Group – Creators of SlickPlan
http://www.atomicinteractive.com

Also, If you have time to comment for free in such detail, and contact the company I work for about this post (which again, is my personal opinion), I would think you could give the same effort to your support. If you would have taken about the same time you did for posting, to support, there would have been no post.

I have checked the ticket history and found that you send us the email concerning this issue at 12/24/2009, 8:59 PM. Although, your maintenance for phone and email support already expired you get the first response at 12/25/2009 (after a 16hours). Then you replied on 12/25/2009 7:02 PM and get the response 12/25/2009 8:14 PM (after one hour). Please notice that all of this was on Christmas Day. Since that moment I couldn’t find any ticket from you within the system, so it seems to me that the advice provided helped you to solve the issue.

The e-mail and phone support is only available to the users of paid licenses with a valid maintenance and to the evaluators. Without the maintenance you can still use the Forums, KB and FAQ’s. We cannot guarantee a timely response at the Forums, but they are monitored by the support team on regular basis. Only in last year the number of KB and FAQ articles at devnet.kentico.com site grown by 250, so they represent a valuable source of information in addition to the documentation.

You weren’t satisfied with the search at Kentico’s Devnet site. I made a small “test” trying to search for the string from the error message you get and it gave me the following result, finding it on a blog post and in forums:
(URL Taken out – GL)

To be more concrete with your issue, you might get this error message in a case:

1) You upgraded straight from 3.1 to 4.1 (While the upgrade procedures are not cumulative)
2) The upgrade is made on a live site and in the same time the user activity leads to inconsistency

In your last article you wrote: “Their (Kentico) support is descent. Better than most companies. You can email them and they will usually give you a good answer or push in the right direction within a day. I have even Tweated about Kentico once, complaining about how difficult some things are and shouldn’t be, and they actually called me that day to ask if I needed any specific help.”

I’m happy to hear that you had a good experience with our services, so I hope that you might consider renewing your maintenance in the future. And if not, I hope that our Forums, FAQ’s, KB and Documentation will provide you enough information to take advantage of all the great features Kentico CMS is offering.

Best regards,
Petr Passinger
PR Manager

*Kentico Software

I’m sorry to hear that you’re not happy with Kentico support. Most of our clients actually are.

I checked your account history and all your questions were answered until next business day as we declare in our support policy. In fact, 70% of incoming e-mails are answered within 2 hours!

The reason why you’re no longer receiving support is that you haven’t renewed your maintenance and you’re certainly aware of that since our support and sales staff told you that several times.

The annual maintenance for your license is around one thousand dollars and it includes unlimited phone and e-mail support and free upgrades to all new versions.

Since your license covers unlimited sites for an unlimited number of clients on a single physical server, you can easily spread these costs over multiple clients.

If you find anything unreasonable in renewing your subscription, please let me know.

Thank you.

Best Regards,

Petr Palas
CEO, Kentico Software