4 ms·
I mentioned this in the other thread, but the excuse vendors often use for not offering a self-hosting discount is that their support costs are often much highe
by bink 4y ago
I mentioned this in the other thread, but the excuse vendors often use for not offering a self-hosting discount is that their support costs are often much higher for self-hosted customers. I've never been provided direct evidence of this, but that's what they say.
- matrixagent 4y agoI'm a Support Engineer at GitLab, and based on my own experience that statement is definitely correct. There's entire classes of problems you simply don't have to deal with at all for SaaS customers.
- mdaniel 4y agoI get into this argument inside my company, but as alternative point of view is that "hardening" the software for those 'I have seen some shit!' circumstances can be actually good for the overall health of the codebase and user experience. "It works on my machine" is all well and good until something goes off the rails (heh, so to speak), and if the software always assumes the happy path, debugging that is painful for an internal audience just as it is for external ones Come to think of it, I would have though GitLab's fully-distributed workforce would make this true for you, too, since "I dunno what this error means, lemme just walk over to Jane's desk and ask" becomes expensive in that setup
- op00to 4y agoI used to support a software package that could be self hosted or managed. The amount of work I had to do for managed customers was a 10th of the self hosted customers. We made way more money off the managed customers too!