>In areas where they see actual competition, like in selling cloud to enterprise customers, they have excellent support
I'm less inclined to believe that is because of competition and not because of the fact enterprise SaaS always has great support. If you are spending thousands, you will almost always have someone dedicated to your account. Likewise there are very few companies with razer thin margins that have excellent support.
I recently had an issue with my Smart Thermostat - where there is plenty of competition (Nest, Honeywell, Ecobee) - I called support and only got someone after 90 minutes of waiting, who was ultimately unhelpful. I spoke to my building who contacted their support line (the building installed the same, non-smart, thermostats as well), and the issue was solved in the same day by a trained technician in a little over an hour.
I'm less inclined to believe that is because of competition and not because of the fact enterprise SaaS always has great support. If you are spending thousands, you will almost always have someone dedicated to your account. Likewise there are very few companies with razer thin margins that have excellent support.
I recently had an issue with my Smart Thermostat - where there is plenty of competition (Nest, Honeywell, Ecobee) - I called support and only got someone after 90 minutes of waiting, who was ultimately unhelpful. I spoke to my building who contacted their support line (the building installed the same, non-smart, thermostats as well), and the issue was solved in the same day by a trained technician in a little over an hour.