How do you deal with maintenence and stuff? Do you need on-site engineers? With SaaS you can just do it remotely but if it's on site you need to send someone over I guess
I worked on a similar product. It's just like shipping desktop software, but the people installing the on-premise server are much more savvy than someone who needs their hand held pushing a few buttons.
One thing I feel is really important is to have an actual person with an email address receive these and reply to them - rather than a ticketing system. This personal connection does wonders in maintaining a good relationship with the customer, especially if things go wrong.
Since this was the customer’s initial impression (and we wanted the IT gatekeepers to be happy), we strove to get installation as close to turn-key as possible