Hi, I have a question, what is the common practice for giving away software updates. A person purchased a script and then never renewed his support tenure for 2 years and then come for the upgrade and wants latest script. How much discount he should get on the base price of the script? What is the common business practice in this scene? I know that upgrades are free in support period and support period can be renewed but if it is not renewed for 2 years is the question i ask. thanks for your views.
I don't necessarily agree with paid support periods but I can understand why people do them - however what you need to think about is the sort of precedent you're setting and the message you're sending to the customers who have paid for support. If you give this guy the same updates as you give those who pay for support then it doesn't send a good message and if word gets out you could end up with people not bothering to renew their paid support because they'll think they can just come to you anytime if they want something.