After years working at a company that has a 10 year old on-prem and had a saas app as well, here is my POV on this: On premise vs saas is a trade off in the ty

After years working at a company that has a 10 year old on-prem and had a saas app as well, here is my POV on this: On premise vs saas is a trade off in the type of customer support. With on-prem, you do have support complicated by customers have unique infrastructure, and varying degrees of knowledge and post within their organization. Some people are adept, some are not. Some support keeps you screen sharing for hours, some do not. In general for on-prem, support is done via your customer support app, professionally, as you're usually dealing with an IT department. On the other hand, SaaS customer support volune/time is a measure of how often you break stuff for ALL (some, of you're lucky) of you're customers at the same time). Often an issue is experienced by many rather than a single person. "Always" (ish) it's your fault instead of being an issue of a customers configuration or infrastructure. Often Twitter becomes the public stomping ground for complaints, as you get end-users going to Twitter rather than an issue bumped up from an end user took their IT before reaching you. In considering of you want to support on-prem, a key point is to keep your software simple. For example, optionally (and easily) logging to files instead of <third party here> to reduce requirements on external systems (elastic search). Making the app as simple and easy to run as possible is pretty important. Definitely very strongly consider if you need to rely on that saas app for your App to run.