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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.
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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,
I think the key take-away from Atanas' comment here is "the change is where registration bumps are done, but we still do them"
So it isn't that registration bumps are going away, but that the where and the how they are done has changed. There are a lot of conversations about how to improve this going forward, so do stay tuned for updates.
"The key feedback is that we did not communicate the change in our process early enough"
For all the threads I've read on this. I have not seen a single person say that the change is OK but they wish they had known sooner. The overwhelming message is that this change is wrong.
"the change is where registration bumps are done, but we still do them."
Could you expand on that please? Will you do registration bumps for customers that do not have a current subscription?
"While not everyone agrees with the change, most people understand the reason and the new process is working."
Come on, who outside Idera understands why this is necessary and thinks it is a good idea? What is "the reason" beyond money? The key feedback you got was "you did not communicate early enough" rather than "don't do it. please get rid of this bump system entirely"? Name one other bit of software that has such a ridiculous installation policy.
Trust your long term paying customers. Allow them to manage their own installs and get rid of the bump system entirely. In the past I had to wait almost 3 days for some support person to get into the office after the weekend and allow me to use the product I paid for.
I like Bruce's "more carrot, less stick".
Thank you for the passionate comments! This topic raised quite a bit of discussion... The key feedback is that we did not communicate the change in our process early enough, which is fair. While not everyone agrees with the change, most people understand the reason and the new process is working. Again, the change is where registration bumps are done, but we still do them.
In the future we need to rethink registrations more holistically. The current approach has been in place for a very long time. Several people gave us some very constructive ideas, which is much appreciated. Stay tuned for future updates (that will be more timely).
'Our objective is to make staying on Update Subscription a “no brainer.” ' As an active subscriber from years Im amazed to see you are in the oposite directions, bringing the honest customers to the dark side. Be smart. License protections are there only to remain honest people close. What stupid decision. But that is normally from your days at the front of that ship. Delphi loyal customer suffering your lack of vision. Avery f*g day.
Fix the registration and bump system. Forcing all customers to pay for bumps should be illegal. Idera is too profit focused.Allow users to mange their own bumps. Office 365 subscriptions allow the user to self "deregister" a PC so they can install onto a new device themselves. Costs their support zero. Why not try that? Change the EDN bump page to a self management system. You don't even need the concept of "bumps" then. Give each user 5 simultaneous installs and let them move the installs as they want to.Having to wait for someone to get into your office to respond to my bump requests is extremely frustrating. Needing a person to do a bump is archaic. Allow your paying customers the ability to manage their registrations themselves.Also, spend more time on fixing bugs rather than implementing new features (badly) so a checklist of features looks good. Spend time on the IDE. I wish Idera decision makers would be forced to actually use Delphi (as non Delphi newcomers) for a week or so and actually see how clunky it can be. More focus would surely be put into the product and not "free training, components, templates and sample apps".
Please, we beg you, fix this insanity.
I think this is the exact opposite direction that Embarcadero should be taking. As I wrote elsewhere, More carrot. Less stick.
I personally think it's an utterly ridiculous and non-defensible technology decision to not allow for 'uninstalls' or 'de-registrations' when moving a license to a new system especially in the light of the effort required for these frustrating bump requests. COME ON ALREADY. Get off your butts and get a decent registration system after so many years of complaints. We have enough stacked against Delphi - don't make new installs so bloody painful.
I wouldn't be at all surprised if it turned out to be against European and/or UK law as well. That said I'm no expert in that area.
I'm stunned that anyone could think this was a good idea no matter what the law is. Why not improve the ancient and labour intensive registration process to reduce the burden on support staff? Make everyone happier with Emba and convince customers past and present that Emba is a company that it is good to do business with.
Not only is it plain wrong, at least according to German law it is just not allowed.
"It is a standard industry practice to provide support to the most recent versions and to customers who have extended maintenance"
That may be the case but I'd bet that the industry made this clear to the customers before they bought the products concerned. Adding this at a later date is just plain wrong.
I'll start by saying I have an active subscription but this change makes me want to quit using Delphi as soon as possible. I do not like being held to ransom in this way.