Comment by encoderer | Hacker News Reader

Comment by encoderer | Hacker News Reader

This is a great list of points, and amusingly it looks a lot like our issue tracker for Cronitor.io in 2015-16.

I think it’s worth pointing out that these things are not trivial to build and maintain. Even those items on our roadmap already are unlikely to be pritorized over product improvements unless we have a customer specifically request it. Hour for hour I think I can add more value improving product and adding features compared to, for example, billing workflow improvements.

Also amusingly, liip.ch has a free Cronitor account and emailed support asking that we add an integration similar to our PagerDuty integration. Our reply was basically what I’m saying here: we would be happy to build this during your free trial if you’re willing to take that step and put in your billing details. Absent of objective ways to weigh one feature against another, “is somebody willing to pay for this” is usually enough to win the argument.

Although that's nothing too extreme, I kinda feel like you shouldn't be leaking info about who is and isn't a user of your service, and what support requests they've been making.

Our standard terms of service include a clause for Promotional disclosure. Users can opt out.

I do appreciate your feedback and I’ll edit that comment to remove the name of the vendor integration requested.

Ideally your terms of service wouldn't be a tool to wield against people who don't have time to read it.

Sorry you feel it’s being used that way. We’ve literally never had a complaint from a customer about this, but it’s nice to know that people with feelings as strong as yours about this exist so we can be sensitive to it.

You should be happy to get that kind of feedback! People who read terms in advance will disqualify you because of terms like that.

>Sorry you feel it’s being used that way

I am still willing to agree to disagree (your service, your ToS, your customers, etc.), but 100% certain the blatant nonapology is better skipped in the future.

You consider sharing internal ticket information “promotional disclosure?”

You might just want to delete the original comment; it was an incredibly poor decision and demonstrates a frightening lack of professionalism.

> You consider sharing internal ticket information “promotional disclosure?”

Yes, I think it’s fair game to discuss feature requests to a saas business in the comments of a story about feature requests to saas businesses.

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