Original Summary

It's my first time posting here, but for context, my SaaS offers deployment in the customer’s own cloud or on-prem as part of how we deliver. Our engineering team (5 people) is spending around 20 hours a week supporting those deployments. These customers represent less than 3% of our total user base, but account for roughly 70% of our support work. We currently charge for the initial deployment, but it doesn’t cover the time we keep spending afterward. I don’t want to keep agreeing to deals that take this much bandwidth without properly accounting for it, but I’m hesitant to stop offering a deployment option some key customers need. I don’t want to keep agreeing to deals that take this much from the engineering team (5 people) without accounting for it. But I’m also hesitant to stop offering a deployment option some customers need For founders who’ve dealt with this, what is the best course of action? I’m especially interested in how you handled existing customers who already expected that ongoing help to be included.   submitted by   /u/TediousTill [link]   [comments]

  • 情报分类：开源项目与落地
  • 分类依据：内容涉及项目实践、创业、副业或变现
  • 信息来源：Reddit · SaaS
  • 发布时间：2026/10/17 06:59:29