What is the SaaS Support Model? is a question that brings visitors from around the world to The HotLine Magazine every day. There are several variations seen in the search strings:
SaaS Support Structure
Tracking SaaS customers
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A complete answer to the question must address several…

Hiring a Customer Support/Service executive or manager for a SaaS / On-Demand company through use of a position description from the old model software manufacturing world is a recipe for trouble. SaaS success requires that you hire the right people for the right roles, those who have SaaS DNA and can function effectively in the new ecosystem.
The role of Support in the SaaS/Cloud era desperately needs to be reinvented. The reputation of the group hasn't changed despite the advantages of SaaS, it's still about waste rather than generating value. What's needed is a complete redesign of the functional elements of the entire company. Support is a core strategic issue, and to bring that fundamental shift into reality will require leadership and clear vision from the senior management team.