When we launched SecureDoc 6.2 last week and revamped/improved our support offerings, there was another fundamental change we implemented and that was around the length of product support. We’ve been around in this industry for 15 years and have released many versions of SecureDoc during that time and trying to support multiple versions can get very complex and challenging as technology evolves.
For this reason, and the fact we continue to streamline our processes, development cycles and software revolutions, we’re tightening up our approach to product support length. As always, our primary concern and focus is making sure we provide the best products and services to our customers.
We’ve always been of the mindset that we want and need to support all of the people all of the time. But as the company has grown, this is becoming more and more unrealistic. At the end of the day, what we run is a business and we need to ensure our ability to meet customer requirements isn’t hindered by legacy solutions. If we stay stuck in the past, our ability to support customers today becomes harder and harder.
As a result, we have to move to the mindset we can please some of the people all of the time, we can please all of the people some of the time, but we simply can’t please all of the people all of the time. We’ve historically tried to support our software as long as possible for customers – within reason – but it is quickly becoming unreasonable as we get better at bringing products to market. So we’re working on a full product lifecycle roadmap to clearly define what products will be currently supported and which will be moving to the end of life of their support cycle.
It’s a tough decision, and one we’re not making lightly. But it’s necessary. As we finalize everything in the coming month we’ll begin executing the program and providing clear, concise direction on products going end of life (EOL) and how to best transition to current products that are supported. In the long run, it will not only be better for WinMagic but for our customers as we try to work with them to ensure they’re using the latest and greatest technology we offer in market.