Ask HN: What to charge for support SLA for one-person SaaS
Hi HN.
I have a SaaS that has quite a few small and big customers. I am now in the process of negotiating terms with another potential big customer. And they want an SLA for support. Their suggestion on emergency incidents is 30 minutes response 24/7.
The nature of the service tells me it's not going to be any emergency incidents, but I don't like to put it there in writing. I am one person, and I love to sleep.
It's also not suggested this would cost them extra, but I will for sure charge for the SLA separately.
So 2 questions:
- What would you state as emergency response time?
- What would you charge?
I have a SaaS that has quite a few small and big customers. I am now in the process of negotiating terms with another potential big customer. And they want an SLA for support. Their suggestion on emergency incidents is 30 minutes response 24/7.
The nature of the service tells me it's not going to be any emergency incidents, but I don't like to put it there in writing. I am one person, and I love to sleep.
It's also not suggested this would cost them extra, but I will for sure charge for the SLA separately.
So 2 questions: - What would you state as emergency response time? - What would you charge?
Thanks for any and all answers!