> We switched to a SaaS model in 2011. Users fell over themselves thanking us. They don't have to justify it to procurement.
replyIn the companies I've worked for so far since SaaS became a thing you absolutely need to go through procurement for a big enough purchase. You actually need to negotiate the contract each time it expires, which is IMO more burden on the end user than buying a one-off license.
Sorry, I should be more clear.
Yes there is a procurement process. But that happens out of band to the support request.
replyThe problem with support contracts, or support requests solved by an upgrade, is that the User needs it now, not after a procurement process.
Doing procurement annually is easier because it can be planned for, budgeted for etc, and happens on a separate thread to the actual support.
Even when they overlap there's enough grace to keep the User happy while waiting on the customer.