What Ended

The free tier of the SaaS platform will be discontinued as of tomorrow. This service has been operational since the platform's inception. There are currently 8,400 users utilizing the free tier. Historical conversion rates indicate that only 80 users have upgraded from free to paid plans, resulting in a conversion rate of 0.95%. These free users have been responsible for generating 60% of all support tickets. User complaints and feature requests have been disproportionately higher among free tier users compared to paying customers. The platform will transition to a 14-day trial model. After the trial period, users must select a paid plan to maintain access.

Why It Mattered

The free tier provided access to the platform for a large user base. However, operational metrics indicated that free users contributed significantly to support workload. Their frequent complaints and feature requests created noise that detracted from the focus on paying customers. Engagement levels among paying customers were higher, with a noted preference for reduced communication and fewer requests. The decision to discontinue the free tier aims to streamline support operations and clarify product development priorities. The presence of inactive users under the free tier likely impeded overall platform efficiency.

What Replaced It / What Gap Remains

The free tier will be replaced with a structured 14-day trial model. This model includes an automated onboarding sequence, a usage summary at day 7, and a trial ending reminder before the trial concludes. The new system aims to guide users toward understanding the value of paid plans. The gap that remains is the potential loss of users who may not transition to paid plans post-trial. Additionally, there may be a reduction in user-generated feedback, which could impact future product development.