Yeah, but in the center of Europe, customers are very price sensitive so you only target them once you've got adoption in the customers who can pay. Have to industrialize your processes before the cheap people are worth it and that takes time in startups.

The necessary docs are for the SSO system. So while we can build the docs, those UIs change often and without notice, and each customer may see something different, depending on their individual config or permissions. It’s literally impossible to “just provide better docs” consistently without incurring heavy expense… thus the extra cost.

>also you should be improving docs, if they are not clear, make them clearer

I've written the docs with a tons review and feedback, this saying comes to mind: "Nothing is foolproof to a sufficiently talented fool"

There are no more sysadmins at most companies, it's just desktop support and maybe Office365 admin who was desktop support but got promoted because they were elite ClickOps. Powershell/Terraform, that's for those DevOps people over there and they want nothing to do with us.

Part of the problem is that every identity provider is different. So you'd have to provide docs for every single one of them and their particularities.

And customers don't necessarily read the docs, or even if they do they don't configure everything correctly.

And we're not even at customization that is particular to the customer. How to represent that in their identity provider and how to get your application to follow that in the way the customer expects.

At a past company, we had discussion about this exact topic. Despite wanting to offer SSO on a free/low-tier, we simply could not justify it.

SSO was by far our most expensive feature to support. It was the single largest bucket of support requests and a significant percentage of those requests required an engineer to get on a call with a customer (and their IT team).

We evaluated building better product/tooling to self-serve, but we realized that it likely wouldn’t solve the issue. SSO is security critical, so anytime things go wrong people throw their hands up and say “nope, I’m not the one that’s going to hurt my company”. They really just needed someone on our end to give them confidence.

Don’t get me wrong, we fixed many of the biggest issues - but there’s an endless supply of crap that can go wrong.

Damn, those screenshots. It’s been so many years and everything looks so unpolished still. Wrong margins, wrong font size, bad font choice, etc. They really need a professional designer.