Better way to communicate that an add-on is free, but not necessarily the service?

[Ville Saarinen]

Recently, we received a complaint from a customer who had purchased JIRA OnDemand. On the Marketplace page for our add-on (Flowdock for JIRA), it says "This add-on is free and pre-installed on your OnDemand instance.", and the customer believed that Flowdock is free as well. When they learned that Flowdock (the service) is not free, it resulted in disappointment towards both JIRA and Flowdock.

Would it be possible to somehow improve the copy on the Marketplace page to better communicate that even though an add-on might be free, the integrated service might not be?

[Dave Meyer · Accepted solution]

Hi Ville,

Could you indicate this by slightly modifying how you describe your add-on in the Marketplace. Perhaps rename it "Flowdock Connector for JIRA"?

That said, we never want to create unnecessary confusion. We'll look at ways to clarify this on the Marketplace.

Cheers,

Dave