By Richard Seroter, Senior Product Manager. Find Richard on Twitter
Throughout this series of articles, we have looked at the architectural considerations and solution components that are necessary for delivering software as a service (SaaS). We have seen that upfront design is critical when building software that can be successfully used by customers with unique needs. A full-featured cloud service provider like CenturyLink Cloud offers many of the infrastructure automation and management services that makes it possible to efficiently deliver such software at scale. In this final article, we take a look at the choices that a SaaS provider needs to consider when deciding upon a support strategy for their customers.
One overarching consideration that any SaaS provider has to make is whether they plan on providing consumer-oriented, personalized service, or something with a more mass market flavor. Each approach has merit but would result in different implementations of four suggestions below.
Standardize wherever possible
One of the only ways that any software provider, SaaS or otherwise, can sell at scale is to standardize their offering and avoid per-customer customization. While everyone loves the idea of “I want it my way”, that concept quickly falls apart when the software provider is maintaining unique code bases, support instructions, and pricing.