How to Better Support your App Efficiently in Customer-managed Environments

Supporting software in customer-managed environments presents significant challenges, as evidenced by a study commissioned by Replicated, which highlights the difficulty of resolving support issues efficiently. Only 15% of support issues are resolved within 24 hours, with nearly 40% taking over a week, often requiring developer intervention. The top challenges include initial installation support and managing unexpected runtime failures, exacerbated by customers often running older software versions, leading to a feature lag compared to SaaS offerings. This situation strains support teams and detracts from innovation as developers are frequently pulled into resolving these issues. The study surveyed 695 participants across various software companies, aiming to understand market trends, support challenges, and the impact of customer-managed environments on business operations. Replicated offers solutions to improve support outcomes, such as monitoring installation success rates, pre-checking environments, and facilitating automatic updates, thus reducing the burden on both customers and support teams.

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