Live Chat for Website: SaaS Vs Self-Hosting
Click4Assistance provides a fully hosted live chat for website solution. This style of delivery is sometimes referred to as “SaaS” (Software as a Service). SaaS is centrally hosted, “on demand software”, usually license based and accessed through a web browser.
Occasionally, potential clients have contacted us regarding self-hosting our live chat for website on their server. There are a number of reasons why self-hosting isn’t a great idea and why SaaS is a much better alternative. We explore the differences further below:
Installation
Self-Hosted
Internal IT teams will be required to prepare and configure adequate hardware provision, including production, database and back-up servers, firewalls and connectivity.
SaaS
With no onsite installation required, SaaS is accessible either via the internet or as a lightweight downloadable application straight onto a desktop.
Maintenance
Self-Hosted
Internal IT teams will be required to download patches and enhancements as and when they become available. Any changes to organisational operation systems will need to be carefully considered to ensure there is no conflict with installed software.
SaaS
As the solution is centrally hosted, any patches updates and enhancements are carried out on the providers servers and available instantly, with no need to re-download applications or use resources from the IT team. When updating or enhancing the live chat for website software, Click4Assistance ensures essential maintenance is carried out between 1am-4am so business hours aren’t interrupted.
Resilience
Self-Hosted
When software is installed within an organisation’s infrastructure, it is essential that connectivity and reliability are considered. Is the organisation able to guarantee internet connections or power supplies will not be interrupted?
SaaS
Click4Assistance have six internet feeds to ensure uninterrupted service, and back-up generators at the fully governed ISO accredited data centre located in London. Guaranteeing 99.5% uptime within our SLA, Click4Assistance achieved 100% throughout 2015 and to date.
Security
Self-Hosted
With data security and compliance a top priority, companies face massive fines if found to be contravening data protection regulations. Database access must be strictly regulated to ensure no risk to data integrity and security.
SaaS
Click4Assistance works with local authorities, health organisations and financial institutions within our customer base. Stringent security policies have been implemented which exceed ICO regulations, including both fingerprint and retina identification for access within the data centre.
The Cost
Self-Hosted
All of the points above regarding implementing a self-hosted solution will have a financial impact. From purchase of hardware, additional resourcing and “man” hours through to enhancements to the infrastructure influence overall cost implications.
SaaS
With no setup costs, a hosted solution is most cost effective. A simple license structure provides a scalable and predictable cost.
Click4Assistance can offer a self-hosted solution if required, however we always strongly recommend a fully hosted solution where possible. If you would like to discuss these options and our live chat for website software further theteam@click4assistance.co.uk or give us a call on 0845 123 5871.
