Comment by ei8htyfi5e | Hacker News Reader

Comment by ei8htyfi5e | Hacker News Reader

Parent Full thread

I'm not sure how you arrived at that figure, but it seems a bit high for the use case you described.

Now might be a good time to clarify our pricing a bit and state that our pricing is not a one size fits all model. We analyze our clients ticket and call histories and find a price that works for both.

The $999 is a minimum spend and from that we deduct cases and voice minutes. The minimum covers training and overhead to ensure we're not losing money for clients that are too small. We've also found that, in our experience, companies who tend to spend less than $999/month are sometimes still at the point where their support tickets are full of a lot of edge cases and are best handled in-house.

We're aimed at small and medium companies, not individuals running small projects (yet). Someday in the future hopefully, but we're not there yet.

I arrived at the figure by using the numbers I also shared in my post. I didn't know that the $999 was a minimum though, i just added it as a fixed cost.

If you aren't ready for my small project, you aren't targeting small business. We have a small team and the revenue to support it, which is well into the average revenue statistically for small business.

If you don't hire within SF, your numbers don't make sense.

We updated the website so it's a bit more clear.

And for further clarification, your bill would probably be slightly higher than the minimum, but quite honestly, we wouldn't feel comfortable taking you on as a client for quite some time.

As we grow and move downstream, we'll lower prices and expand our offering. It sounds like you're just downstream; nothing to get upset about. Just wait and eventually we'll make sense for you too.

> It sounds like you're just downstream

How would you know? You haven't asked me any questions at all? All you've done is make assumptions and then tell me you didn't want my business.

It's their way of keeping to their assumption there are loads of small businesses ready to pay the amount that will make them all rich.

They haven't asked you questions, but you have shared information about your support usage patterns. So, I'd guess that they're still working with lighter loads and plan to go larger from there. They didn't say they didn't want your business for good.

Reply on news.ycombinator.com