Developing self-hosted help desk software allows us to charge a fixed price that is the same no matter how many operators, users or tickets you have. The price won't change as you grow.
On-premise software will always be cheaper than the cloud in the long run. As an example, try our savings calculator to compare the costs for a competitor, Kayako (cloud-only), to SupportPal.
For many industries and companies based in certain countries, there are specific regulations on where data can be hosted and you need to ensure your cloud provider has the appropriate level of security.
For example, if you deal with any customers in the EU, you need to comply with GDPR and ensure all service providers you use do too.
Hosting your help desk on-premise give you greater control in ensuring you comply with any regulations to do with data protection, don't take a risk and rely on a third party.
Cloud help desk software tend to have numerous plans available, leading to confusion on what is included and what isn't. They also often have limits that can hurt the regular operation of a help desk, for example allowing only small ticket attachments.
At SupportPal, we don't believe in limiting what the software can do and so always include all the features. Self-hosting your help desk will mean you won't have to deal with any limits.
Cloud services that host many installations are more susceptible to faults, and these problems are completely out of your control. Should you have any downtime, you have to wait until the provider has resolved it at their end.
Hosting on-premise gives you greater control over the reliability and availability of your help desk.
When it comes to IT security, it's increasingly tough to trust others. Being in control of your own hosting gives you greater peace of mind knowing who has access to your data.
Hosting on-premise means you can keep the help desk behind your own firewall or VPN, giving access only to trusted parties. The cloud cannot compare with this.
Many cloud providers will make it difficult to access your data should you stop subscribing, which acts as a form of platform lock-in. Some even make it difficult to export data while you are an active subscriber.
A self-hosted help desk will allow access to the data at all times. You are in control of your own storage and data backup policies.
