My niche-based SaaS is starting to work, and “problems” are coming. I still haven’t any customer, but I’m negotiating with an association who want 500 licenses of my SaaS. Important, they don’t want a license for 500 users, they want 500 “single licenses”.
And well, next Tuesday I have a meeting with this association, I must give them a quote. I have an idea of the starting price (I understand that there will be a negotiation and they’ll want a lower price). This price isn’t (500 * lower tier price), it’s lower, but I’m worried about the support.
My idea is to give only support by email. My SaaS is complex, but really easy to use. I’ve worked a lot with the UX, and my Quality Deparment (my wife ) is very strict about usability. But in general the users targeted aren’t tech savvy.
And my question is: All of you who has lots of customers, it’s easy to offer support to such quantity of users? Do you do only email-based support, or you have a support? Keep in mind that ALL these 500 users are from my region in Spain, so same language and same time-zone. And giving support to 500 users is (more or less) like 500 times more work than giving support to one user? Should I be prepared to hire a couple of people for doing support (and thus raising the price of the quote)?
Thank for your help, my business is growing too fast and I’m a bit worried…