Support Period FAQs For Creators
You read the why for Support Periods here: https://autotroph.com/we-built-this-together-now-we-need-to-fix-it
Do I have to opt my products into Support Periods? No. Support Periods are optional. You choose which products to opt in on a product by product basis. Products that don't participate will be listed as sold "as is" without a guarantee of support or updates.
Can I opt some products in and leave others out? Yes. You have full control over which products participate. There is no requirement to opt your entire catalog in. That said, we strongly encourage it. Support Periods exist to make the creator economy more sustainable for everyone, including you. The more creators that participate, the stronger that foundation becomes.
What am I committing to when I opt a product in? You are committing to 12 months of support, maintenance, and updates for every customer that purchases during that period. Superhive backs this up as a platform requirement.
What counts as adequate support? At a minimum, customers should receive timely responses to support requests and updates that keep the product functional with the current Blender LTS version. We will provide clearer guidelines as we get closer to launch.
What discount should I offer for renewals? You choose your renewal discount from a set of options. The goal is to give returning customers a fair deal while rewarding your continued investment in the product.
Can I change my renewal discount after launch? Yes, renewal discount rates can be changed at any time.
What happens to my existing customers if I opt a product into Support Periods? Existing customers are completely unaffected. They retain full access to everything they purchased. You may choose to reach out to existing customers with a special offer to move them onto a Support Period voluntarily, and we encourage you to do so as a way to rebalance your support obligations over time.
Can I still offer lifetime updates if I want to? Yes. If you want to continue offering lifetime updates you can do so at your discretion. Support Periods represent a new shared default expectation, not a ceiling on what you can offer.
What happens if I fail to meet my support obligation? Creators that fail to meet their Support Period commitment risk removal from Superhive. Our obligation is to maintain a standard of quality that customers can trust. If you are struggling to meet your obligations please contact us before it becomes a problem.
Can I opt a product out of Support Periods after opting in? Our intent is to ensure that customers who purchased under a Support Period are never left without the coverage they paid for.
What if I want to retire a product entirely? We understand that products sometimes reach end of life. Superhive can help you remove a product from sale while ensuring your existing customers retain full access to everything they purchased. Reach out to us and we'll work through it with you.