Aka 89% are clueless and just pay for the next shiny tool that has no real value
Their vanilla status is bordering on Microsoft Office levels of drudgery. What on earth are you comparing it to?
They might suck, but they suck substantially less than anything else.
They can probably be a small, healthy org but they insist on this cloud "solution". Now their customer are leaving them and they are paying so much more for all the extra fluff.
Well deserved loss.
We are currently giving up our self hosted Redmine instance as nobody is willing to take ownership on maintenance.
We switch to Jira cloud.