We continue to invest in updating Embarcadero’s infrastructure and processes. As we get more and more new developers, having a modern face for the brand and products is important. You will see some of this in RAD Studio itself with 10.3.2. This is a busy, busy year, and I hope that we keep delivering valuable things to you (checkout latest Roadmap blog).
Website and EDN Refresh
We are migrating our website to AWS to increase speed, performance, and reliability. We’re looking forward to refreshing embarcadero.com’s design in early June.
The next site to benefit from a refresh is the EDN Members’ Portal and CodeCentral. The current portal, written in Delphi.NET, has served us well but it’s time to modernize and improve user experience. Just like your development projects, any time developers touch an application is a great time to review which business logic, code, and practices can be streamlined for better performance.
We have noticed compliance issues and increased Support efforts related to registration limit increases for customers on older product versions, who are no longer on Update Subscription. It is a standard industry practice to provide support to the most recent versions and to customers who have extended maintenance. We updated our processes and now route all issues raised from users who are not on Update Subscription to Sales and Renewals. We realize this is a change to previous operations and to reduce the impact to development projects, we issued a one-time registration limit increase for all customers who are close to hitting their registration count limit. This should address issues with re-installs of your licensed software on existing or new machines. Further, we will continue to look for options to make this more seamless through automation.
Keeping You Informed About Changes
We will try to give plenty of notice for future changes. For example, the team is evaluating what level of access should be granted to non-Update Subscription customers in the “new EDN.” We have thousands of registered users there who have continued to enjoy full access for many, many years since their last purchase. While this may impact some, we hope that the better and faster UX will offset any negatives. The team is also identifying extra Update Subscription benefits to provide through this portal and through GetIt.
We are also trying to relax some of the access limitations to redeeming licenses for previous versions (e.g. 180 day timeframe to request a download and license). We realize that many teams support multiple applications, some new and some not so new. While upgrading everything is a great objective, it is not always practical. We want to make sure that we support these teams well. Given that some people are on really old versions, there are some technical limitations, and we will continue to evaluate ways to address this further to make it more seamless for you, so stay tuned.
Our objective is to make staying on Update Subscription a “no brainer.” We have to work hard to give you more and more value, and you will see the amount of free training, components, templates and sample apps grow. We thank you for your continued support!
Policy Update: We still receive occasional comments on this and want to make sure we are clear on our Policy. Registration limits were introduced a long time ago with very valid use cases, but many of these are now outdated. We still do them, just now they get approved by Account Management (Sales/Renewals) vs. Support. Further, we have done several auto-bumps for everyone that should limit these issues altogether (and will do more as needed). As communicated, over the summer, we will work on a more automated way to increase registration limits through the self-service portal.
You hopefully saw how much confusion and frustration this blog post caused. If not read the reddit and praxis posts about it. Understand the frustration that unclear communication with your customers has caused.
Maybe it is hard to get out of management speak and make a clear definite post that answers the questions, but you still are not clear on these topics. Please try and respond to these statements with a true/false and/or clear explanation beyond a doubt of what the policies will be.
1. Registration bumps are now handled by firstname.lastname@example.org and not email@example.com
2. Customers will not have to have active subscriptions to get a bump.
3. Customers will soon be able to self-bump (or self-deregister) at any time through their EDN page.
4. EDN logins will exist for all customers no matter if they do have an active subscription or not.
Please make it as clear as possible.
"We still do them, just now they get approved by Account Management (Sales/Renewals) vs. Support. "
Mr. Popov: #1. Will you unconditionally state that registration bumps will be granted to those valid license holders even if they do not currently subscribe to your maintenance and support agreement? #2. Has your support staff been instructed to clear up this confusion in conversations with customers in which they have repeated stated that a current support agreement is required to obtain a registration bump? #3 If you are soon going to provide automation for this task - will it be available to those customers not currently on a support agreement?
Sorry Atanas, I dont need send an email to renewals -
"I have copied the renewals team in this email response (firstname.lastname@example.org). Your renewals representative will be able to provide you with the options to renew your support and maintenance. Once your licenses are current on maintenance, we will be happy to help with this registration limit increase."
3 weeks are gone - renewals didnt write anything. Delphi just sits on hard drive and waste space.
Where can i write to get my money back since I cannot use the product anymore? And who in your company has such ridicoulous ideas ?
Make a patch, disable the registration requirement in the product - if you cant do it online (hey software activation isnt support specially for perpetual licenses!). Otherwise your killing your own product.
I started migrating all the code written in delphi to c# many others will do the same. Trust given in emb has gone.
It is surely illegal to prevent a customer from using a product for which they have paid for a "permanent/perpetual" licence. In Australia, that would fall under the Competition and Consumer Act 2010. And yes, I have already experienced this policy in action when enquiring about my licence issue with registering Blackfish SQL - luckily for all involved, it was not important. However, the next time I cannot reinstall one of my fully paid for Delphi versions, expect a complaint to the ACCC (Australian Competition and Consumer Commission), the New South Wales Department of Fair Trading, and NCAT (NSW Civil and Administrative Tribunal).
Because the left hand does not know what the right hand is doing.
OK, this sounds like a potential solution. Please be very clear on these points though.
Will "several automated bumps" be a one off thing? If so just a temp fix. If they are done (for example) 1 or 2 per month that should help the majority of users not having to ring in for bumps.
Will this be for subscription users only? If so, that is a bad decision. Yes, it may help your Enbarcadero revenue graph in your board meetings, but it is only going to piss off every user out there. Idera needs to really think beyond the all mighty dollar in the case of RAD Studio.
If by "automation a part of the the new EDN" you mean self de-registrations of old installs then that is the perfect solution (if for ALL users and not just paying customers).
The Delphi and C Builder community has been very loyal in the past, if you show them some respect.
And feel free to answer some of the harder questions here too.
What sort of an answer is that? Please try and be helpful and honest to your customers.
Let's speak clear. Atanas wake up a morning worried about the lack of money in idea and have a gold idea: he believe the better way to get mor money in her pocket quickly is deny to Delphi users to use Delphi already payed license, if this users are not paying an active lsubscription. In other words: If you are not paying to Atanas one time at year then you have no right to user Delphi. Period. is not enough they forced us to pay because NEVER have a stable release, and NEVER have a compatible trouble free Android or iPhone frnamewrtok. Is not enough they abandon the fix to the millions bugs Delphi versions have and only focus on fix some on the updated new versions... No. Now we are forced to pay FOR EVER to Atanas if we plan to make some money from Delphi. Don't care if you ALREADY PAY for a license in the past. That license dont belongs you anymore because king Atanas is the owner now. Excellent idea Atanas! Im paying subscriptions user from 10 years (or software assurance, whatever) because I can afford. But still I believe Atanas idea is a massive abuse of position and propose to Delphi users search for legal assistance to act in this situation before Atanas dont let us even open Delogi ide and block us from supporting our customers. Think about it.
I'm asking what the company policy is on this issue. Surely the GM should know that and be able to tell customers what it is?
Why not clear that up HERE once and for all?
Please send an email to Renewals and they should be able to help you.
I'm getting conflicting messages from Embarcadero. On the one hand we have this quote from Atanas
"the change is where registration bumps are done, but we still do them"
On the other we have a couple of support cases where the support staff have been very clear that there will be no registration bumps without an active subscription. I'll copy one from the Delphi Praxis site.
Which is correct? please clear up this confusion.
We received your request to increase the registration limit for your serial number -----. Unfortunately, there is not an active support and maintenance agreement for this license. Licenses without active maintenance are not eligible for technical support and this includes increasing the registration limit for your license.
Historically, we provided limited support for activities such as changing registration limits as a courtesy. However, this courtesy required time and resources to support. As we now include maintenance with every new license and encourage customers to remain current on maintenance, we changed our support policy to align with industry standards.
Going forward any support services requested will only be provided for licenses with active support and maintenance.
I have copied the renewals team in this email response (email@example.com). Your renewals representative will be able to provide you with the options to renew your support and maintenance. Once your licenses are current on maintenance, we will be happy to help with this registration limit increase.
We are closing this case #00694973. Once you have arranged maintenance reinstatement with our Renewals Team, please submit a new case with your request.
Technical Support Engineer
Thanks Jim! That is correct. Plus as said before we will do several automated bumps to reduce the need for calling and we will look to implement some further automation a part of the new END,