Xray add on price increase without notice

Question

Hi all

I wonder if anyone here uses Xray add on on Jira Cloud and noticed a 45% price increase without notification?

The below is on the Pricing FAQs on the add on marketplace page but surely a notification should be sent?

I created a Product Support ticket with Xray and got responses like "I wish there was more I could provide but there is nothing else available. Xray has a price increase, on average, every summer. " and "You are on a monthly user agreement that expires every month and is then renewed every month and that new price is for a renewed license and is subject to the price increase as deemed necessary by the app developer." and "There was a message sent to all active customer of Xray notifying them of the pending price increase. This happens every time there is a price increase." BUT they cannot prove that it was sent, what the subject line was and when!!!

Please advise if my frustration is justified or not?

Thank you

Yatish

Yatish Madhav · Answer

Thanks @Laurie Sciutti - I have opened a ticket with Xray at the time and this was in the last few responses before we closed it. They were a bit helpful with this ...

"After Xray management reviewed the information provided there was addition investigation and there were communications sent to your account which were not annotated under your account so the sales team were not aware those communications took place. For monthly customers the communication process is different than annual customers and this was not clear to the sales team previously. I was mistaken when I stated that monthly customers do not receive advance notification as the sales team had not been made aware of this separate process for monthly customers.

In June of this year communication regarding the impending price change was in fact sent to xxxxxxxx@xxxxx.xxx. As you can see from the screen shot - the email was received and opened."

It was sent with the subject line "Xray’s world-class support goes 24x5, pricing update" which, granted I missed, I feel is a lengthy subject line

Thanks again for the checkin

Laurie Sciutti · Answer

Hi @Yatish Madhav ~ we use X-Ray but for the Data Center platform.  This is terrible product support.  Have you noticed any process improvements since you posted this or determined why you didn't seem to receive an email notification?  Do you follow the app on Marketplace?  That may not have any bearing on vendor emails other than new version releases but may be the vendor is using that list for their customer emails (doubt it, but stranger things have happened).