SaaS Help Desk » What is SaaS

What is SaaS

"SaaS" is becoming one of the most popular models in cloud computing. Here's our definition.

What is "SaaS"

"SaaS" or "Software as a Service" - is a software usage model, when a vendor licenses a software system for use as a service on demand, either through a "pay-as-you-go" model or a time subscription.

SaaS apps are typically used via a web-browser and/or a mobile app, with no additional desktop software required on the client's computer (or server).

SaaS tools are also known as "Web-based", "on-demand" or "hosted software", because SaaS solutions run on the vendor's hardware and it is the vendor who takes care of security, performance, hardware maintenance and availability. It is a software usage model when an online application is being accessed as a service on demand. Nothing needs to be installed "on-premise". You just use a browser to access the software.

What is "SaaS" when it comes to help desk?

Regarding the help desk software, this means that rather than purchasing software and hardware to install and run our help desk software on your own site, you need only a computer/smartphone/tablet with a web-browser to access and use the SaaS help desk.

Benefits compared to traditional software

  • No server maintenance costs
  • Always the latest version - upgraded by the vendor
  • No backup/security headaches
  • No obligations - you can cancel any time
  • Availability - your staff can use the app on the go, via smartphones, tablets, laptops, wherever they are

Let's address some common objections about SaaS

Single Sign On

Many SaaS apps, including Jitbit Helpdesk, allow users to sign in with their existing credentials (company accounts maintained by their IT departments) rather then creating new user/password combinations, which makes it even easier to switch to a SaaS from traditional software. Many SaaS applications support SAML, oAuth, Windows-integrated/LDAP/AD authentication etc.

On-site backups

SaaS vendors can still export all your data, so you can have a regular backup copy stored on your local hardware. This can be very handy if you later decide to move from a cloud-hosted to a locally hosted option of the same software.

Custom domain names

If a customer is not happy with running on a SaaS-vendor's domain in a form of clientX.jitbit.com for example, they can always use the app on a custom domain. These days, with tools like "LetsEncrypt" it just required a couple of clicks and you're back to your own service.CompanyName.com.

Last updated: 9/11/2019 more SaaS Help Desk whitepapers What is SaaS

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