Quote:
Originally Posted by 6South
You DO have reports of photo rendering performance issues, I filed the support ticket on it so I would know. Your lead dev told us a solution would be out two weeks ago, now we're told no estimate on a fix. We've just shut the damn thing off and plan to render the screen caps elsewhere or revisit them once a fix is made.
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I was unaware of your complaint about slowness with the CMS taking video screencaps from movies. Yours is the first complaint we've had about this. I spoke to our lead developer and was told that a couple of weeks ago he responded to let you know the process will be optimized. This is being done for you at no cost to you and I'm told that the work on this is almost done. From a management perspective I'm satisfied with my staff's response and feel that the fact that your complaint was responded to and the result was to be a fix for the issue reflects the level of customer service we provide.
I'm sorry that the timeframe for completion of this repair is not adequate to you but I believe you will be hard pressed to fine another software vendor who will take prompt action (at no cost to the customer) based on 1 complaint from a single user. Your patience while this is worked on is appreciated. It should be resolved over the next couple of days.
Quote:
Originally Posted by 6South
Your install service requires a slew of requisite software to be installed - that's what I'm referring to as being poorly documented.
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The majority of the hosts and server techs we work with do not have trouble with configuring servers with the CMS requirements. It's unfortunate that you fell into the smaller percentage of those who encounter difficulty getting things to work. We know how frustrating this can be and I'm sorry you had a negative experience with the server config process. On our requirements page each item is linked to its source provider's web site for more information. The requirements page
http://www.elevatedx.com/requirements.php was updated on May 16th to specify a recommended build of ffmpeg to provide more clarification.
Quote:
Originally Posted by 6South
As for large content ingestion - your big clients use modified installs with multiple encoding servers. I was shown a tech doc on this that really has zero info on how to do it and mainly makes clear that if you work it out you become "unsupported". Obviously if I were say, Playboy and wanted to do something like this I'm sure my support would continue without issues vs. me doing it and then finding any issue I run into will be blamed on the multi server mod and receive zero support. Just my gut feeling on how that would go....
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This is not correct. Our big clients do not use modified installs. Any Elevated X customer can use multiple encoding servers. This does not require any code changes or any customization to the CMS. Our product details page as well as the help doc on using a separate encoding server details how external servers are licensed:
http://elevatedx.com/detailsandscreenshots.php
We do fully support this which is why we charge $50 (or $25 based on server volume) to license additional servers. This fee covers the additional support time for our staff if they need to troubleshoot issues across multiple machines.
This is the tech doc for this:
https://support.elevatedx.com/index....r-for-encoding - The only reference to support is the line that says "Assisting with server setup is outside of the scope of our support services and will need to be handled by your hosting company."
As a software vendor for liability purposes we do not assist with server configuration or anything hardware related and will not support troubleshooting something a server tech does on a customer's server. This is not within our scope of services.
I'm aware that you did not want to make use of the NFS method. This is your choice and if you have a special need that differs from that of all of our other customers it may be an indication that a custom CMS solution is a better fit for you.
Quote:
Originally Posted by 6South
Smarty templates are great for one thing. When the hack of the week comes up it's always fun to watch the blame shifting game between the app devs and the smarty devs. I'm aware of one security hole that's been there for two years so far and still isn't fixed because neither side will budge on who should be fixing it. Fun, fun.
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Security is extremely important to us. As recently as 3 days ago we announced the addition of an automatic software update feature (
https://gfy.com/showthread.php?t=1074158) with security in mind. If you know of a Smarty security issue please email me at
[email protected] with the details and it will be addressed immediately.
I am sorry you feel we are not meeting the level of service you expect, however, when I have a customer who publicly shares such a negative view of both my product and my support service in the way that you have, it leads me to believe that Elevated X may not be the best fit for your needs.
Since your expectations are still failing to match what we are providing you in the way of support, you may want to consider finding another CMS vendor who is capable of giving you the level of attention you need.
Customer satisfaction is important to me. The last thing I ever want is to have a customer who is so dissatisfied that he feels the need to come post on a forum as you have. Since your purchase was just made a month ago in June, if you would like to seek another option please let us know and we will happily close your account and issue you a full and immediate refund.
AJ