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This was visible a mile off. Indeed, ZenDesk did the same recently and it caused a huge uproar. Grandfathering existing customers seems like the only logical

• mgrouchy 16y ago
  I think the thing here, would be to grandfather paying customers, as they are already paying you and you can determine their expected value to make an educated choice about them.
• Osiris 16y ago
  I'm really surprised by this as well. These mistakes were exactly the same ones that ZenDesk made. Obviously they didn't take the time to learn from that particular fiasco. Had they paid attention to ZenDesk's problems, they would have avoided almost all the problems they had. As a counter example, I signed up for Backupify during their beta. I recently checked their site and saw that their free plan is fairly limited, but my account shows I'm at the premium level, which currently has a monthly fee, though I pay nothing. They grandfathered in my account without even telling me there was a pricing change. In other words, only new customers were affected, not existing customers. There was no uproar because it didn't really affect existing customers.
• jeffepp 16y ago
  agree 100%, it is the only way for customers to "trust" your pricing scheme. Otherwise, it's carte blanche to raise at any time...