We believe "self-hosted" web-based software should not be priced on a "per user" basis.
That's why all Jitbit's web-based products are priced "per product".
This is our mantra, our "mission statement" and what makes us different from the competition. This is what it's like today and this is how it stays forever.
For instance: no matter how many users and "service technicians" will work in the web-based helpdesk, the price is the same. Two technicians? Ten? A hundred? It's fine.
Let's admit it, the development costs are the same - no matter how many users work within the app.
Yes, this makes sense with a SaaS-solution (hosted helpdesk in our example) that is hosted on our server... We pay for traffic, we pay for cloud storage, we pay for RAM and CPU power we rent from a cloud provider.
This post is for our hosted helpdesk customers only. I figured we owe them an explanation of what's been happening here last week.
I'm writing this at 4:00am CET after a sleepless night and several days of struggle, but it's OK, I'm probably the happiest man in central Europe right now. We have finally resolved the latest challenge we had: occasional connectivity issues between our cloud servers.
A breakup always begs the question: Could I have prevented this separation?
When it comes to businesses and losing valuable customers, the answer is almost always yes.
Despite the numbers, there are very few business owners or customer support managers who would openly admit their customer service just plain sucks.