Milestone 'CARES' About End Users

By Ethan Ace, Published on Jun 16, 2015

Milestone has announced CARE which they tout cryptically as "Service Offerings for Continuous Return on Investment."

If you are familiar with Software Upgrade Plan (SUP), their previous program, this is SUP with more tiers.

In this note, we explain the CARE program, how it compares to the previous Software Upgrade Plan, and potential impact on end users, integrators, and Milestone themselves.

*************

*********'* *** ******* ******* two *** ******** ** XProtect *****:

  • **** *** ********: ***** ******** a ***** *** ** their ****** **** ******** to *** ***** ******* releases (*.* ** *.*, 8.1 ** ****, ***.) at ** ********** ******. Those ******* **** ****** to *** **** ***** (or ******** * ***) in ***** ** *******.
  • ***% ***** ** *****: Users **** ******* **** upgrading **** *** ******* of ******** ** * higher **** (*.*., ************ to **********) ******* * 100% ****** *** ***** existing ********, ****** **** the ********** ** **** between *** *** ********. Users ******* **** ******* only **% ** ***** value ** **** ***** in.

***** ***** ******** * SUP ** *** ****, not **** ** *** time ** ********, ** in **** *******.

CARE ** ***

*** ***** ***** ******** what ** ******** ** each **** ****. ***** may*** **** *********** **** ******* ** what ** ******** ** each *****.

  • **** ***** ** ******** with *** ********* ********* at ** ******, ******** all *** ******** (** lack *******) ***** ******* SUPs ********** ********: ***** support (*** ********* ***********, not ******) *** *********** releases (** ***** ******* upgrades). 
  • **** **** ****** *** same ******** ** *********'* previous *** *******, ******** new ***** ******** ** no ********** ******, *** a******** **************** ****** ******.
  • **** ******* *** ***** include ******** ****** ***** "Problem **********" (**/* *** localized *******, ******** *** resolution *****, ***.), ***** were ********** *** ******** offered ** ********* (****** some ***** ******** *** have ******** **** **********).

 

CARE's ******

**** *********** ******* ******* for *** ****** *** tiers, ****** ******** *** SUP ******* ** **** Plus, ** **** ** SUP ** *** **** of *****.

******* *** ***** *** new **** ******** ***** some ***** *** **** beneficial, **** ** **/* and ********* ******* (******* of ***** **** ********** available), ******** ********, *** committed ******** *****. *******, it ** **** ****** many ***** *** ***** (with ******** ** ********* of ******** ********) **** already ********* *** ********* these ******** ***** *** SUP *******, ** ** additional ******.

******* ********* **** ****** budgets *** **** ***** plans ******* *** ******* of ***** *******, ** many ** **** ** these ************* ***** *** have ******** **** ********* attention **** *********. *******, these ********* *** ****** few, ** **** ** not **** *** *** recurring ***** ** ******* agreements, *** *** ** fact ****** ** ** decline ****** ****.

What ***** *** **********?

********* ******* ***** ******* and ***** ** *** Milestone ********, *** *** user's **********. **** *********** may ****** ** ****, as **** ****** ** "own" *** ********, ********* their ******* *****, ******* that ****** ******* **** manufacturers *** *** **** out ** *****.

************, **** *********** ***** benefits **** ** ***** found ** ***** ***** into ***** *** ******* agreements. *** ***** ********** agreements *** *** ******** where ******* ***** ****, and *** **** *** paying *********** *** ******* Milestone *** *******.

Where *** *** *** ********?

********* ****** **** ************ as ***** ** ********* new '*******' *** ** is ***. ***** *** offerings **** **** *** providers ***** ** ** additional ****** *** ***** largest ********* **** ********* is *** ****** ** charge ***. ********** ** how ********** **** *** charging ****, ** **** not ******* ***** ******* positioning.

*************, **** ** ********* their '***' ***** ************, following ** ** * weak *** ************ ** * ******.

** ** *** * year ********** ******** ************ ********* *** **** quiet ** *** ******* releases *****.

Comments (12)

Here we go guys, Milestone are removing the integrator.

Whoever thought of this has no interest in the channel what so ever. Why on earth would a customer of ours be interesting in dealing with a support call about lets say a codec issue. I can count on one finger the amount of customers who are remotely interested in this. In the mean time the integrator is fielding calls from a hacked off end user who has been told by the customer Milestone support said its your camera..

So the integrator who has invested in commitment, expensive training courses, marketing etc gets side lined, why did we bother? Its not like the sales channel is protected you can get it anywhere now (probably why they are doing this, because they are swamped).

Support is under par at best, we struggle to get the gravity of for example a situation of a large system being offline due to a known bug in their software.

Your customer buys from the integrator - the solution from the integrator - it's the integrators issue to fix via the software vendor as a partnership.

The Elite should be a given for Gold and Platinum partners as default and in any other normal situation thats how it works. That is what a partner program is? We invest in training, marketing, support etc and sell the software. We buffer the crap from the software vendor in effect. In turn we are provided better buy rates ( trade pricing) and direct support. The software vendors gaining knowledge from the partners to improve and develop the software further.

What will happen is people will buy Milestone Corporate, with a care pack elite and fill up the Milestone support queue with questions like- how do i add a camera?

Very concerning, it is a position an ISV would only go to if you are going direct, after all why would you start asking for end user details and then do this a year later..

The end user filling up the support queue is definitely concerning. Basic hold times for tier 1 support is about 30 minutes with one person ahead of you already. Note that there was a statement in the press release earlier this month that Platinum and Diamond dealers have a separate support queue. I hold out hope that is still the case.

Oh I can tell you exactly what's happening... Milestone will appoint a third party (overseas) call center/support group to field the calls, so when you first contact them your going to get someone who does not have the first clue...

and this has already started. Congrats.

It did not take Cannon as long as I thought.

When you say that one of the benefits the end-user receives is 'basic tech support from the integrator' (for the Care Plus and the Care Minus options), what does that mean?

Are you saying that the integrator is obligated to provide this to anyone they sold the product to for free?

Integrators do this routinely / regularly. It is a basic part of being an integrator.

Quoting from above:

"Additionally, many integrators write benefits such as those found in these plans into their own support agreements. End users purchasing agreements may now question where support comes from, and why they are paying integrators for support Milestone may provide."

I asked "Are you saying that the integrator is obligated to provide [basic tech support] to anyone they sold the product to, for free?" You said

Integrators do this routinely / regularly. It is a basic part of being an integrator

So on the Care Basic Plan, how many years of free basic tech support does the integrator routinely provide? As long as the customer is using it?

"So on the Care Basic Plan, how many years of free basic tech support does the integrator routinely provide?"

False premise. Care Basic is basically access to their website. It's what pretty much every manufacturer does.

The only thing close to being 'tech support' is chat and end users do not get that. Fine print: 'End-customer tech support is available through Milestone partners for Milestone Care Basic and Milestone Care Plus'

As you can see from the comments above, what integrators are concerned about is that Premium and Elite increases the risk that Milestone is a competitor / alternative to what integrators provide.

Talking to a senior Milestone exec today. Care is not there to cut out the integrator and it's 100% not Milestones intention to do this. They actually seemed quite surprised that it would be taken that way and disappointed it's not communicating out correctly. So that's positive.

I believe that but is it really just a communication issue or is this poorly designed?

As was mentioned above, wouldn't this be a better approach to support integrators:

"The Elite should be a given for Gold and Platinum partners as default and in any other normal situation thats how it works. That is what a partner program is?"

I think it poorly designed, I still believe that support is a partner based element performed by a well trained integrator who is backed up. The point I made strongly that the investment an integrator makes in terms of commitment and training should be returned by milestone by onsite support, 24 hour support lines etc. not by a direct milestone to end user. I don't think they saw that as a viewpoint until I explained and spoke about this thread, so from that point I think it's poorly designed. The fact they listened and took onboard my comments was positive. It wasn't dismissed that's for sure.

Good feedback.

It's weird though because Milestone messed up the communication / design of their last big support change - Milestone's Unprecedented Support Charges

Read this IPVM report for free.

This article is part of IPVM's 6,604 reports, 890 tests and is only available to members. To get a one-time preview of our work, enter your work email to access the full article.

Already a member? Login here | Join now

Related Reports

Avigilon ACC Cloud Tested on Jul 08, 2020
Avigilon merged Blue and ACC, adding VSaaS features to its on-premise VMS,...
Milestone XProtect on AWS Tested on Sep 21, 2020
Milestone finally launched multiple cloud solutions in 2020, taking a...
Milestone Presents XProtect On AWS on May 04, 2020
Milestone presented its XProtect on AWS offering at the April 2020 IPVM New...
Access Control Course Fall 2020 - Register Now - Last Chance on Sep 09, 2020
Starts next week! IPVM offers the most comprehensive access control course in...
Ubiquiti Access Control Tested on Oct 21, 2020
Ubiquiti has become one of the most widely used wireless and switch providers...
Omnisense "Mass Fever Screening and Pandemic Control System" Examined on Jun 11, 2020
Omnisense Systems is marketing a "Mass Fever Screening and Pandemic Control"...
Use Access Control Logs To Constrain Coronavirus on Apr 09, 2020
Access control users have included capabilities that are not commonly used...
Seek Scan Thermal Temperature Screening System Tested on May 28, 2020
Now that IPVM has tested Dahua, Hikvision, and Sunell, we are returning to...
Network Cable Usage Statistics 2020 (Cat 5e vs Cat 6 vs Cat 6a) on Sep 02, 2020
Integrators are split between using Cat 5e, 6, and 6a but 2 of them have...
Hikvision Fever Screening Thermal Solutions Examined on Apr 13, 2020
Hikvision is marketing "safer, faster, smarter" with their Fever Screening...
ZKTeco Body Temperature and Mask Detection Reader Tested on May 26, 2020
While dedicated fever cameras emerged first, now tablet/kiosk fever detectors...
Verkada Coronavirus Response: Free Temp Systems For Government and Health Care on Apr 07, 2020
Verkada has built a reputation on giving away things for free - free Yeti...
Micron 1 TB SD Cards Aim To Eliminate NVRs on Apr 08, 2020
Micron has boldly proclaimed their latest 1TB microSD "eliminates the need...
Help Security End Users Facing Coronavirus Improve Remote Access on Mar 24, 2020
Many end-users and integrators are struggling with the impact of coronavirus...
Ava / Vaion Releases Cloud Connected IP Cameras, Verkada Competitor on Oct 01, 2020
Ava (formerly Vaion) announced its new direct-to-cloud AVA Aware IP cameras...

Recent Reports

Motorola Solutions Total Revenue Down, Video Revenue Up on Oct 30, 2020
Motorola Solutions' total revenue is down, but video (both fixed and...
Recruiters Show 2020 On-Demand Recordings on Oct 30, 2020
Recordings from the 12 recruiter presentations are now available...
Consultants Show 2020 On-Demand Recording on Oct 29, 2020
Recordings from the consultant show are available on-demand at the end of...
Hikvision AcuSense G2 Camera Test on Oct 29, 2020
Hikvision has released their next generation of AcuSense analytic cameras...
Biggest Problems Selling Access Control 2020 on Oct 29, 2020
Access control can cause integrators big headaches. What practical issues do...
Taiwan Geovision AI Analytics and NDAA Examined on Oct 29, 2020
Taiwan manufacturer Geovision's revenue has been falling for years. However,...
Bedside Cough and Sneeze Detector (Sound Intelligence and CLB) on Oct 28, 2020
Coronavirus has increased interest in detecting symptoms such as fever and...
Fever Tablet Thermal Sensors Examined (Melexis) on Oct 28, 2020
Fever tablet suppliers heavily rely on the accuracy and specs of...
Verkada Fires 3 on Oct 28, 2020
Verkada has fired three employees over an incident where female colleagues...
Eagle Eye Networks Raises $40 Million on Oct 27, 2020
Eagle Eye has raised $40 million aiming to "reinvent video...
Hikvision Q3 2020 Global Revenue Rises, US Revenue Falls on Oct 27, 2020
While Hikvision's global revenue rises driven by domestic recovery, its US...
VICE Investigates Verkada's Harassing "RawVerkadawgz" on Oct 26, 2020
This month, IPVM investigated Verkada's sexism, discrimination, and cultural...
Six Flags' FDA Violating Outdoor Dahua Fever Cameras on Oct 26, 2020
As Six Flags scrambled to reopen parks amid plummeting revenues caused by the...
ISC Brasil Digital Experience 2020 Report on Oct 23, 2020
ISC Brasil 2020 rebranded itself to ISC Digital Experience and, like its...
Top Video Surveillance Service Call Problems 2020 on Oct 23, 2020
3 primary and 4 secondary issues stood out as causing the most problems when...