Same issue here, I also want to point out how they blatantly ignored a ticket of mine a few years ago that actually is related to this. Back in 2018, I pointed out that it was absolutely horrendous that we had to be signed in and authenticated to billion in order to save or export our templates, they responded by saying there was nothing wrong with my subscription and I replied again and never got another one. I will post the content of those posts here.
Posted by me in a private support ticket October 7 2018
I e-mailed what is below to you on 8/10/2018 to support@billiondigital.com. I forgot about it until now since I started getting messages from Artisteer about a new product that they are making and it made me remember:
We pay for your top tier package and were ground to a halt when your web-server went down and we were not able to authenticate to "Verify" our license. I find it absolutely unacceptable that if your server goes down that we cannot save any changes or export our templates. Your license structure needs to be re-made. I e-mailed what is below to you on 8/10/2018 to support@billiondigital.com. I forgot about it until now since I started getting messages from Artisteer about a new product that they are making and it made me remember:
We pay for your top tier package and were ground to a halt when your web-server went down and we were not able to authenticate to "Verify" our license. I find it absolutely unacceptable that if your server goes down that we cannot save any changes or export our templates. Your license structure needs to be re-made.
This was their reply on October 9 2018
Hi David,
I'm not sure that I fully understand your request.
You have an active Themler Pro subscription and in general the moment your make a purchase your license is already 'verified' so there is no need for any further actions.
Sometimes we may experience technical issues but they only affect using Themler and not your subscription status.
Please let us know if you have any further questions.
Thanks,
Ivan
Posted by me as a reply on October 9 2018
Then you really don't understand. Back on 8/9/2018, you had a server outage. We could not log in to the licensing server through our websites to authenticate our subscription so we were unable to make changes to our sites. That is the e-mail I sent you on 8/10/2018 that I never got a response from. I am asking you to do something different in licensing than having to authenticate to a external server like that. I actually made that pretty clear in the e-mail and post above. You should know how your licensing server operates, and if it goes down it affects all of your customers. We mostly work on our stuff at all hours, depending on the request and the time needed to perform it. I do hope this post is clear enough for you.
Thank you,
They did not reply after this
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This is not the first time that this has happened, and I really wish I would have opened a ticket each and every time that it did, but I was so frustrated with their slowness and apparent lack of understanding of the issue. The response to our message comes across as someone that does not understand how the licensing of their product works, I have been infuriated that this requires an ACTIVE Internet connection for something that I have paid for and relies on THEIR server to be in operation perpetually in order for us to function as a business. I would be fine with some type of license fine that can be installed into the editor so we can at least work offline and NOT be reliant on their server. Yes, this product works great when all the stars are in alignment, but they are so focused on such a bad licensing design it turns a decent product into an expensive paperweight that quickly, especially when they do not respond to urgent issues over the weekend and it takes them even this long at the start of the week to even respond, saying that we are working on it.
Same issue here, I also want to point out how they blatantly ignored a ticket of mine a few years ago that actually is related to this. Back in 2018, I pointed out that it was absolutely horrendous that we had to be signed in and authenticated to billion in order to save or export our templates, they responded by saying there was nothing wrong with my subscription and I replied again and never got another one. I will post the content of those posts here.
Posted by me in a private support ticket October 7 2018
> I e-mailed what is below to you on 8/10/2018 to support@billiondigital.com. I forgot about it until now since I started getting messages from Artisteer about a new product that they are making and it made me remember:
>
>
>We pay for your top tier package and were ground to a halt when your web-server went down and we were not able to authenticate to "Verify" our license. I find it absolutely unacceptable that if your server goes down that we cannot save any changes or export our templates. Your license structure needs to be re-made. I e-mailed what is below to you on 8/10/2018 to support@billiondigital.com. I forgot about it until now since I started getting messages from Artisteer about a new product that they are making and it made me remember:
>We pay for your top tier package and were ground to a halt when your web-server went down and we were not able to authenticate to "Verify" our license. I find it absolutely unacceptable that if your server goes down that we cannot save any changes or export our templates. Your license structure needs to be re-made.
This was their reply on October 9 2018
> Hi David,
>I'm not sure that I fully understand your request.
You have an active Themler Pro subscription and in general the moment your make a purchase your license is already 'verified' so there is no need for any further actions.
>Sometimes we may experience technical issues but they only affect using Themler and not your subscription status.
>Please let us know if you have any further questions.
>Thanks,
>Ivan
Posted by me as a reply on October 9 2018
>Then you really don't understand. Back on 8/9/2018, you had a server outage. We could not log in to the licensing server through our websites to authenticate our subscription so we were unable to make changes to our sites. That is the e-mail I sent you on 8/10/2018 that I never got a response from. I am asking you to do something different in licensing than having to authenticate to a external server like that. I actually made that pretty clear in the e-mail and post above. You should know how your licensing server operates, and if it goes down it affects all of your customers. We mostly work on our stuff at all hours, depending on the request and the time needed to perform it. I do hope this post is clear enough for you.
>Thank you,
They did not reply after this
-
This is not the first time that this has happened, and I really wish I would have opened a ticket each and every time that it did, but I was so frustrated with their slowness and apparent lack of understanding of the issue. The response to our message comes across as someone that does not understand how the licensing of their product works, I have been infuriated that this requires an ACTIVE Internet connection for something that I have paid for and relies on THEIR server to be in operation perpetually in order for us to function as a business. I would be fine with some type of license fine that can be installed into the editor so we can at least work offline and NOT be reliant on their server. Yes, this product works great when all the stars are in alignment, but they are so focused on such a bad licensing design it turns a decent product into an expensive paperweight that quickly, especially when they do not respond to urgent issues over the weekend and it takes them even this long at the start of the week to even respond, saying that we are working on it.
Last edited 13 June 2022 by tactwire360
