SolarWinds acquired Web Help Desk on Wednesday July 25.  We started selling it on Thursday the 26th.  That meant that we handed a brand new product to our sales team with very little time to train them.  For the short term, we chose to reduce the variety of OS's we support for the 30-day free evaluation period.  We did that to make it easier for the sales engineers to support the new product.  Variety is great, but we thought it more important that we be able to provide downloaders a great experience.  We chose Windows to start with because it was the most popular eval download for Web Help Desk.  We expect that we'll add back OS's to the evaluation as the internal team comes up to speed on the new product.

 

To be clear, we have not dropped MacOS support for existing customers.  And if an evaluator or new customer wants the Mac version, we immediately provide it for them. We had a couple of Sales reps who were confused and miscommunicated that we had ended support of Mac and Linux. NOT TRUE.  Seriously.  No such decision has been made. 

 

We are looking at OS and DB support going forward.  If there are some combinations that are really rare, we may discontinue in favor of moving faster on more popular platforms.  We take our relationship with our customers very seriously, so we'll be listening to feedback.  We can't always make everyone happy, but we try our best.  And you'll see that the product management team for Web Help Desk will remain engaged with customers via forums, email, and phone.  We'll also send out surveys from time to time.

 

We ask only that existing customers don't assume that things will be worse.  So far, we've lowered the price of the Pro edition.  And we're increasing the size of the engineering team.  We plan to deliver more features than ever before without changing the fundamental nature of the product.  It's a great product.  That's why we bought it.  We look forward to working with all of the Web Help Desk customers.