This is a bane of my business. We’re a small business, but we’re a technology business. When we use a product we tend to use advanced features. Things like audi

This is a bane of my business. We’re a small business, but we’re a technology business. When we use a product we tend to use advanced features. Things like auditing and log streaming to SIEM, enforced SAML SSO, stuff like that. We tend not to need support, and when we do it’s almost always because something is broken on the vendor end. In the past six months I’ve filed exactly one support ticket. With Microsoft, due to a persistent internal error when calling a specific Azure API, which only they could fix, and which they did after about a week and a half. There is virtually nothing we can’t handle internally except for the the issues any customer couldn’t handle. The irony is that not having an avenue for SMBs makes SMBs sometimes go elsewhere and either spend more money (sometimes with a competitor), or missing out on basically “free” revenue. I understand the logic but it drives me crazy at times.