[FatalBaboon]

Well there is initial setup at the very least. Hooking up whatever landline the client has with the SaaS solution.

Then whenever a significant change is required, you need to call back your "expert". New location? xk$, etc.

But I think the biggest concern is that suddently the owner does not understand how his reversation system works. He used to be able to call Joe and know what's going on...

[TeMPOraL]

Also, whatever the SaaS system is, I bet you it's significantly less efficient than a receptionist using paper and desktop software.

Web systems are almost never built for productivity.