[freeside-users] Is the staff at Freeside okay?

[JD Erickson]

One thing to note is that there are still active commits on their Github account. Ivan had commits 13 days ago and Christopher had a commit within the last 24 hours.

If you are a paying customer I would suggest giving them a phone call if you want to get your issues prioritized. It's very likely they are in some sort of paid-customer support crunch that is causing them to inadvertently ignore or forget about e-mails from their open-source users or new customers who haven't been set up yet. I don't think they have dedicated support staff and all the support comes from the programmers and sysadmins.

I'm not making excuses for them, poor customer service is what it is, but I would try phone calls to see if you can't get a boost in the support queue before writing them off completely.

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‐‐‐‐‐‐‐ Original Message ‐‐‐‐‐‐‐
On April 4, 2018 10:21 AM, John Wilson <johnwilson1969 at gmail.com> wrote:

> This is a bit depressing. Sometime around 2012 I paid for initial install and a small amount of data importing from an old system, I am not a full time programmer, but I have been able to modify some export provisions to talk to our proprietary in house system. I've kept it upgraded and running myself without any need for any real support. I have been very happy with what it has allowed us to do and hope that the project still continues forward. But having a system that works but is frozen in time isn't very comforting. So I have to ask... Any good alternatives out there for people with small budgets?
>
> On Tue, Apr 3, 2018 at 6:13 PM Charles Sprickman <spork at bway.net> wrote:
>
>>> On Apr 3, 2018, at 6:04 PM, Zachery Peres <zperes at kwikom.com> wrote:
>>>
>>> We ended up walking away, and contributed what was paid to freeside. Same issues.
>>
>> Very generous of you, but… damn.  I sure wouldn’t.  Being open source is what it
>> is, if the license doesn’t fit their business model, change the license...
>>
>>> On Tue, Apr 3, 2018, 4:55 PM Nathan Anderson <nathana at fsr.com> wrote:
>>>
>>>> On Wednesday, March 14, 2018 10:22 AM, Charles Sprickman wrote:
>>>>
>>>>> On Mar 14, 2018, at 1:24 PM, Anthony Polselli wrote:
>>>>>
>>>>> > Hi all,
>>>>> >
>>>>> > We contracted with Freeside to get us setup and last time we heard from them
>>>>> > was late January.  Been leaving VM's and email and haven't heard back from
>>>>> > anyone.  I know this isn't normally the place for this kind of thing, but
>>>>> > don't know what else to do.  Has anyone else heard from them...are they still
>>>>> > around?
>>>>>
>>>>> Just a "me too", submitted a quote for an upgrade, never heard back.
>>>>
>>>> Just a "me three". :-)
>>>>
>>>> Sent payment in full at the end of December for a complete data migration +
>>>> 3-day training.  We have in-house talent that could do everything if need be,
>>>> but we have been so busy with other things lately *plus* we wanted to throw
>>>> some business Ivan's way and support the product financially that way / put
>>>> some of our own skin in the game, that it made sense to hire him & his team.
>>>> We are currently on an old system that will likely not remain in compliance
>>>> with new PCI standards come July 1 (still looking into this), and we also
>>>> liked the idea of shifting our PCI compliance burden over to CardFortress.
>>>>
>>>> We thought 6 months should be plenty of time to make the transition, even if
>>>> there ended up being bumps in the road and (inevitable) split focus, but here
>>>> we are after 3 months with nothing to show for it, so I guess not? :-(
>>>>
>>>> I believe at this point that my boss has already requested a full refund.
>>>> This whole situation is depressing as I don't know what this will end up doing
>>>> to Freeside's prospects within my organization.  I have tried to be a vocal
>>>> champion for it internally, but I think that after this, many people in my
>>>> company, including my boss, are all a bit spooked, and I have to say,
>>>> understandably so, since the whole situation feels eerily similar to what we
>>>> went through many years ago with the author of the product we are still stuck
>>>> with today and are trying to get away from (he just dropped off the map).
>>>>
>>>> I think that if we could demonstrate an ability to maintain our Freeside
>>>> instance ourselves, my boss might still go for it, but the wildcard in the
>>>> equation now is CardFortress.  We really don't want to go with an in-the-cloud
>>>> billing system, but we also don't want to store CC#s ourselves any longer.
>>>> Freeside + CF seemed like the perfect solution.  But if "Freeside, Inc." is
>>>> potentially in jeopardy, then what assurances do we have that CardFortress
>>>> won't fall off the map without warning...
>>>>
>>>> In any case and despite all of this, I do genuinely hope for Ivan's well-being
>>>> and that he & his are doing okay...may he bounce back soon from whatever has
>>>> happened / is happening.
>>>>
>>>> --
>>>> Nathan Anderson
>>>> First Step Internet, LLC
>>>> nathana at fsr.com
>>>>
>>>> _______________________________________________
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>>>> freeside-users at freeside.biz
>>>> http://mail.freeside.biz/cgi-bin/mailman/listinfo/freeside-users
>>>
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>>
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