[carsonm]

One of the problems you have is that your reason for pricing doesn't jive with how you're doing it. If it's really a question of support costs, just charge for support at the lower tier(s).

Plus let's be honest, once someone is up and humming, support costs for them (provided your service is as solid as you sell it to be) shrink very drastically.

I'm all for you making money, we want you to survive as much as you do. But given the locked-in nature of what you're selling (i.e. you've got us by the short hairs), and the extremely high cost to integrate with you, waking up one morning to a massive change like this is deeply, deeply unsettling.

[tangelo]

To sell a product, that takes months to integrate, and change the pricing structure completely without warning is basically insane business practice. At LEAST provide a per user rate for the little guy, and change the t+c to assure customers there will be fair warning and 'not more than x% per annum increase'. A price change for a product like that should be given 6months notice and an incentive to grow into the new structure (ie grow to over 100 customers before we change the price and you'll get 10% off for another 6months.